1Join a Support Session
While on your Mac desktop, you can join a support session using the Support URL or Support Key provided by your agent in various ways. However, your experience joining the support session will depend on whether the GoToAssist Opener 'helper' application has been installed previously.
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Joining from a Windows computer? Check out the Customer Guide for Windows.
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- If it's your first time joining a session, you will be prompted to download the GoToAssist Opener 'helper' application. Once installed, the GoToAssist Customer application will launch, and you will be joined with the agent in a support session.
- If you've joined a session before and have previously installed the GoToAssist Opener 'helper' application, the GoToAssist Customer application will launch you directly into a support session with the agent.
- Support Key
- Go to www.fastsupport.com.
- Enter your name and Support Key.
- Click Continue to download and run the 'helper' application, or be launched immediately into session.
- Email
- Click the Support URL in the email invitation.
- When your web browser opens, you will either be prompted to download and run the 'helper' application, or be launched immediately into session.
Q:
What are the system requirements for joining a session?
Q:
Where can I find information about optimal firewall configuration?
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2Share your screen
Disable startup programs windows 7. Once you have joined a support session, you are prompted to share your screen with the agent and allow them to remotely control your keyboard and mouse. You can click Stop Screen Sharing on the GoToAssist Customer toolbar to stop screen sharing and remote control at any time.
Note: When an agent's account is enabled for session recording, an additional message, 'This session will be recorded' is displayed when you are prompted to join the support session.
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Q:
I stopped sharing my screen. How do I start sharing it again?
Q:
I have multiple monitors. Can the agent see all of my screens?
Why doesn't the agent have remote control during my session?
Q:
I see a message that the session will be recorded. What exactly will be recorded?
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3Transfer files
During your support session, you can send files to the agent, and they can send files to you.
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- Click File Transfer on the Apple Menu bar.
- Click Send Files to <agent name>.
- Select 1 or more files or folders (hold the Command key to select multiple).
- Click Send.
- When the agent sends you a file, an Incoming File Transfer window will appear, with the default destination location of Downloads.
- Click Save to save the file in the default destination, or click Change to browse to a different destination location, then Save.
- When the agent requests a file from you, a File(s)/Folder(s) Selection window will appear.
- Select 1 or more files or folders (hold the Command key to select multiple).
- Click Send.
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4Chat with the agent
You can use the chat feature on the GoToAssist Customer toolbar to send & receive chat messages during your support session with the agent.
Can you download anaconda macos on ipad. When you join, the GoToAssist Customer toolbar will be expanded, where you can exchange messages with the agent during your support session.
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After isolating an issue on your Mac to a possible hardware issue, you can use Apple Diagnostics to help determine which hardware component might be causing the issue. Apple Diagnostics also suggests solutions and helps you contact Apple Support for assistance.
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If your Mac was introduced before June 2013, it uses Apple Hardware Test instead.
How to use Apple Diagnostics
- Disconnect all external devices except keyboard, mouse, display, Ethernet connection (if applicable), and connection to AC power.
- Make sure that your Mac is on a hard, flat, stable surface with good ventilation.
- Shut down your Mac.
- Turn on your Mac, then immediately press and hold the D key on your keyboard. Keep holding until you see a screen asking you to choose your language. When Apple Diagnostics knows your language, it displays a progress bar indicating that it's checking your Mac:
- Checking your Mac takes 2 or 3 minutes. If any issues are found, Apple Diagnostics suggests solutions and provides reference codes. Note the reference codes before continuing.
- Choose from these options:
- To repeat the test, click ”Run the test again” or press Command (⌘)-R.
- For more information, including details about your service and support options, click ”Get started” or press Command-G.
- To restart your Mac, click Restart or press R.
- To shut down, click Shut Down or press S.
If you choose to get more information, your Mac starts up from macOS Recovery and displays a web page asking you to choose your country or region. Click ”Agree to send” to send your serial number and reference codes to Apple. Then follow the onscreen service and support instructions. When you're done, you can choose Restart or Shut Down from the Apple menu.
This step requires an Internet connection. If you're not connected to the Internet, you'll see a page describing how to get connected.
Learn more
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If holding down the D key at startup doesn't start Apple Diagnostics:
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- If you're using a firmware password, turn it off. You can turn it on again after using Apple Diagnostics.
- Hold down Option-D at startup to attempt to start Apple Diagnostics over the Internet.