MAC Remote Assistance (Go to Assist )

What is GoToAssist?

GoToAssist Remote Support is a service that allows support professionals to resolve their customers' technical issues using screen sharing, mouse and keyboard control, plus other great tools. This allows professionals to deliver fast on-demand support by allowing users to quickly and easily start a support session right from the browser or via a desktop application!

For MAC users only:

MacOS Catalina (10.15) and Big Sur (11.0) introduced new security features that require additional permissions for using the full feature set of the GoToAssist Expert desktop applications for Windows and Mac and/or RescueAssist. 

For us to be able to remotely control your Mac running macOS Catalina or Big Sur, the steps below must be performed. 

We can either connect to your Mac in a view-only session and walk you through the steps using the Chat feature, or you can follow the steps on your own to perform them yourself!

Note: Access to this feature depends on your user group settings or your individual user settings, which are set by your administrator.  ALL Big Sur versions and later Catalina Versions (10.15.2+) would require you to be logged in as an administrator account.

1. 1. 1. Navigate to the System Preferences by doing either of the following:
         • Click the System Preferences icon in your Dock
         • On the Menu Bar, click the Apple menu, then select System Preferences
           
           
      2. Click Security & Privacy.
         
         
      3. Click the Privacy tab.
         
         
      4. Click the Unlock icon in the bottom-left, then enter your Mac username and password.
         
         
      5. Click Accessibility in the left menu.
         
         
      6. For GoToAssist Remote Support, check the boxes to allow control for the following apps:
         • g2ax_launchagent_customer
         • GoToAssist Customer
           
           
      7. For RescueAssist, check the box to allow control for the LogmeinRemoteSupport app.
         
         
         
         
      8. In the left menu, click Screen Recording.
         
         
      9. Click the Privacy tab.
         
         
      10. For GoToAssist Remote Support, check the box to allow screen recording for the GoToAssist Customer app.
          
          
      11. For RescueAssist, check the box to allow screen recording for the LogmeinRemoteSupport app.
          
          
          
          
      12. Click on Full Disk Access in the left menu and double-check for GoToAssist Customer or LogmeinRemoteSupport. If they are there, check those boxes as well.
          
          

If GotoAssist Customer is not listed on your Accessibility or Screen Recording Menus:

Please note that not all Mac Users will have these options available listed by default; this is simply to check if they are and if they are activated on your system.  These can be added for Screen Recording and Accessibility by doing the following:

1. Within Accessibility, Click on the + button at the bottom of the list.
   
   
   
   
2. Select GoToAssist Customer from the applications list.
   
   
   
   
3. You should now see the GoToAssist software on your list.  Repeat for the Accessibility menus as well.
   
   

Once these steps are performed, the Customer Service Agent you are working with should then restart the GotoAssist Session for the changes to take effect!