• Gotoassist Catalina Download
• Go To Assist Catalina

HELP FILE

Installing the full-featured GoToWebinar desktop app onto your computer allows you to get the most out of your meetings. Note that when you start or join a webinar, the GoToWebinar software download will begin automatically unless you are on an unsupported system or if the organizer has scheduled a Webcast webinar. Be cautious if you receive unsolicited requests to access your computer. Only join support sessions with people you recognize and trust.

As a customer, you can easily join support sessions hosted by an agent using GoToAssist Remote Support from your desktop or mobile device get assistance – anytime, anywhere! Below are the system requirements to join a support session as a customer. For more information about how to check if an app is notarized, visit Notarize your macOS apps to prepare for macOS Catalina. MacOS LOB apps have a maximum size limit of 2 GB per app. While users of macOS devices can remove some of the built-in macOS apps like Stocks, and Maps, you cannot use Intune to redeploy those apps. Installing the GoToMeeting desktop app onto your computer allows you to get the most out of your meeting. When you start or join a meeting from the desktop app, the GoToMeeting software download will begin automatically.

How can I remotely control a customer's Mac running macOS Catalina?

New security features have been added to macOS Catalina (10.15) that require additional permissions for using the full feature set of the HelpAlert desktop application for Windows. In order to remotely control your customer's Mac running macOS Catalina, the steps below must be performed on the customer's Mac. You can connect to your customer's Mac in a view-only session and walk them through the steps using Chat, or send them these instructions to perform on their own.

Note: For customers joining standard support sessions from a Mac running macOS Catalina (10.15) or later, the representative must be running HelpAlert v11.9.11, b1379 or later.

1. On the customer's Mac, 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. Check the box to allow control for the following app:
   • GoToAssist Corporate Customer

7. In the left menu, click Screen Recording.
8. Click the Privacy tab.
9. Check the box to allow screen recording for the following app:
   • GoToAssist Corporate Customer
10. If desired, click the lock to prevent further changes.

Related

HELP FILE

Gotoassist Catalina Download

How do I use Remote Control?

When you are the Presenter, you can grant other attendees shared control of your keyboard and mouse. This allows them to move the mouse around your screen and use their own keyboard to type on it for added collaboration. Of course your mouse always has priority - you can override attendees' mouse movements to temporarily regain control without removing their access.

Go To Assist Catalina

Share keyboard and mouse control with others

You can give keyboard and mouse control to multiple attendees at once.

1. Give attendees keyboard and mouse control in the following ways:
   • In the People pane, right-click or click the Arrow icon next to the desired attendee and Give Keyboard and Mouse.
   • In the Presenter toolbar, click Remote Control > Give Access To and select the desired attendees. If you're on a Mac, you can allow all attendees with keyboard and mouse control by clicking Everyone.
2. All attendees with keyboard and mouse control will have a Check icon next to their name. Attendees will see a notification that they have been given access to the presenter's keyboard and mouse.
   Note: Attendees who joined via the browser-based app must switch to the desktop app and then be made the presenterto share keyboard and mouse control. Mobile attendees cannot use this feature.

Temporarily take control of your keyboard and mouse

1. Simply type or move your mouse to re-gain control temporarily. The other person can continue to control your keyboard and mouse, but you will override their movements.
2. Instruct the person with keyboard and mouse control to resume controlling your screen when you're finished.

Remove keyboard and mouse control from others

You can remove keyboard and mouse control in the same way that it was granted.

• In the People pane, click Give Keyboard and Mouse next to the desired attendee so the Check icon disappears.
• In the Presenter toolbar, click Remote Control > Stop Remote Control.

Why won't keyboard and mouse control work for certain apps?

You might notice that your attendees are unable to use your keyboard and mouse within certain specific apps. This is due to a conflict with the Windows Integrity Mechanism and likely indicates that the app is running at a higher integrity level than the GoToMeeting desktop app. For example, if an app on your computer is running as admin (which uses a high integrity level), then other attendees will be unable to use your keyboard and mouse within it because the GoToMeeting desktop app runs at a medium security level.

If you know that you want your attendees to be able to access an app that runs at a higher integrity level, you must launch GoToMeeting as an admin when you start your session (by right-clicking the app and selecting Run as admin).