I just updated to Catalina a couple of days ago and since then I am not able to share my screen using any software including skype or gotomeeting. My clients are simply not able to view my screen.They are just able to see the top menu. Facing problems trying to control Mac devices 10.14 and above? Read through the given steps to enable control permissions to start controlling a Mac 10.14 - Mojave during remote support or unattended access sessions.

HELP FILE

Microsoft Word - GoToAssist Catalina Guide 4156-8007-1713 v.1.docx Author: 6DC Created Date: 1/22/2020 10:59:11 AM.

Gotoassist Catalina Island

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Download and Install GoToAssist Expert Desktop App (Windows)

When you download the GoToAssist Expert desktop application (so that you can host support sessions), an installation package (including the GoTo Opener application) will be downloaded onto your computer. By running this installation package and leaving the applications installed, you will be able to quickly and easily start sessions and re-install the application, if needed.

Note: These instructions apply to Windows agents only. For instructions that apply to Mac agents, see Download and Install GoToAssist Expert Desktop App (Mac) for more information. Additionally, you can view the System Requirements for Agents.

Download the GoToAssist Expert Desktop Application Note: Agents will be prompted to log in with their account credentials once the application has installed. For detailed installation instructions, please see below.

About the installation package

The installation package includes the following components:

• GoToAssist Expert desktop application
  This is the main software that you use to host support sessions and connect to your devices (i.e., unattended support computers).

• GoTo Opener application
  This 'helper' application downloads as the GoToAssist Opener.exe, then installs as the GoTo Opener. This application is required to install and launch the GoToAssist Expert desktop application. It must be installed on your computer, even if the GoToAssist Expert application is already installed.

  Note: If you remove the GoTo Opener application at a later time, you'll need to go through the entire download process each time you start a support session from the web app. We don’t recommend that you do this if you frequently start sessions from the web.

Install instantly

1. Go to www.fastsupport.com/download/repDownload.
2. The download will begin automatically.
   • If the GoTo Opener application is not installed (either first time using or it was removed), then the GoToAssist Opener.exe file will automatically start downloading.
   • If the GoTo Opener application is already installed, then some or all of the following steps will be skipped. The web browser will automatically start the GoToAssist Opener app, which will then launch the GoToAssist Expert desktop application (or install it again, if needed).
3. Continue to instructions for each web browser, then on to Step #4 to complete the download and installation steps.

Install via the Web App

You must log in to your account first to install the GoToAssist Expert desktop application.

1. Log in at http://up.gotoassist.com.
2. On your Dashboard, click Start session.
   • If the GoTo Opener application is not installed (either first time using or it was removed), then the GoToAssist Opener.exe file will automatically start downloading.
   • If the GoTo Opener application is already installed, then some or all of the following steps will be skipped. The web browser will automatically launch the GoToAssist Opener.exe file, which will then launch the GoToAssist Expert desktop application (or install it again, if needed).
3. Continue to instructions for each web browser, then on to Step #4 to complete the download and installation steps.

Instructions for each web browser

Once you have downloaded the GoToAssist Opener.exe, you can complete the installation steps for the browser you are using, as follows:

Mozilla Firefox®

• When the download finishes, click Open link when prompted by the 'Launch Application' dialog (click Start Session again if you need to restart the download) and the GoTo Opener app will install.

Google Chrome™

• When the download finishes, click Open GoTo Opener (if desired, check the 'Always...' box to open these file types automatically in the future) link in the bottom-left of the page to open the file, then click Run when prompted and the GoTo Opener app will install.

Internet Explorer®

• When the download finishes, click Run if prompted and the GoTo Opener will install.

Microsoft Edge®

• Click Save when prompted, then when the download finishes, click Run and the GoTo Opener will install. If needed, click Start Session in the browser window to restart the download.

Gotoassist Catalina Download

4. If prompted by User Account Control, click Yes. The GoToAssist Expert desktop application will be automatically launched, and the agent can start hosting support sessions with customers.

   Note: If customers remove the GoTo Opener application at a later time, they'll need to go through the entire download process again. We don’t recommend that customers do this if they frequently join support sessions, as they will lose the benefit of faster join times.

5. If prompted, log in to the GoToAssist Expert desktop application.

6. The GoToAssist Expert desktop application will launch the Viewer window with a new support session (if enabled by your account admin), otherwise a blank window is displayed. See Use the GoToAssist Expert Desktop App (Windows) for next steps.

HELP FILE

How to Solve Unattended Access Issues for macOS Mojave (10.14), Catalina (10.15), and Big Sur (11.0)

MacOS versions starting from Mojave (10.14) and Catalina (10.15) have added security features that require additional permission(s) for using the full feature set of GoToAssist Remote Support v5. This poses a challenge to using Unattended Access on affected devices. If Unattended Access is not set up during an attended support session (but mass deployed, pre-deployed, etc.), there is no customer (end-user) present at the computer at the time of setup to provide the required privacy permissions, therefore, the following happens. Although the computer is listed on the Devices list in the Agent Console and the Unattended Access icon shows up in the Application menu of the computer, connection to this computer fails.

Workaround

For Unattended Access to work, the customer needs to be present at the computer to provide the required Accessibility and/or Screen Recording permission(s). To achieve this, choose either of the following solutions:

• Start an attended support session (this always requires the customer’s presence and active participation).
• Start an unattended support session, but make sure the customer is present at the computer for the duration of this first unattended session.

When the macOS permission request flow starts on the customer's device, ask the customer to grant the needed privacy permission(s) as described in the related article:

• How can I remote control a customer's mac running macOS Catalina and Big Sur
  Note: Currently, macOS Big Sur (11.0, 11.1, 11.2) only allows users with admin privileges to enable the Screen Recording setting required for the screen sharing functionality.

Gotoassist Catalina Update

Once the privacy settings are granted, as required by Apple, all future Unattended Access connections are expected to be successful without customer presence.