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Technical Support Form
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| GoToAssist FAQs |
| Repair Service Policy |
| Download Center |
Advanced Technology Customer Support is available by phone
Monday - Friday
9:00AM - 8:00PM EST
GoToAssist *
* Subject to agent availability
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Memorial Day
Monday, May 28
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Independence Day
Wednesday, July 04
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Labor Day
Monday, September 03
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Thanksgiving Day
Thursday, November 22
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Thanksgiving Day After
Friday, November 23
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Christmas Holiday
Tuesday, December 25
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Do you need a quick solution to a technical problem? With our live remote-assistance tool, a member
of our support team can view your desktop and share control of your mouse and keyboard to get you on your way to a solution.
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- How does this service work?
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Once you connect to the service, you are prompted to download a small, self-installing plug-in, which allows your support representative to
view your desktop and share control of your mouse and keyboard. At any time during a support session, you can take control of your computer
just by moving your mouse. You will be in charge at all times.
- Can a support representative look through files on my computer without my knowledge?
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Absolutely not. Your representative sees only what you see and whatever you permit him or her to see on your computer screen. Before your
support representative views your screen, he or she will first ask your permission and request that you close all documents containing private
information.
- How can I save the Chat dialog from my session to review later?
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You may save the Chat dialog between you and your support representative. This feature is available in the Chat box where you and your
support representative communicate. To save a copy of your Chat dialog, go to the File menu in the Chat box and select Save Chat Log. By saving
your Chat dialog periodically throughout your session, you will always have the most current log on file. Once you have chosen this option, a
window will pop up asking where you would like to save the file. The file will be saved as "GoToAssist_ChatLog_xxxxxxxx.txt" by default, but
you can easily rename it. Finally, click Save to save the file. After you have saved the session you can open the file and print your Chat
dialog.
- Is it true that my support representative can see everything on my screen?
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Yes. But before your support representative views your screen, he or she will first ask your permission and request that you close all
documents containing private information. Let's say you're having trouble with your database. When calling our Technical Support, instead of
trying to explain the problem, a live support representative can remotely diagnose the system and troubleshoot it (by using your mouse and
keyboard remotely) while you watch and learn. It's like having your own personal support representative sitting right next to you.
- I have heard that it is dangerous to download from the Internet. Is the plug-in virus free?
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Yes, the plug-in is safe! We're as concerned as you are about this issue, so regular virus checks and updates are conducted. This helps us
maintain our technology at the highest standard to ensure superior quality service. The warning message you may see on your screen is a default
message that is displayed by your browser when you download any executable files. You can feel confident using this plug-in.
- How is security maintained?
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At the beginning of a screen-sharing session, you and your support representative are connected via a communication server. The screen data
that is passed between you and your support representative during a session is highly compressed using proprietary technology that can be
viewed only with GoToAssist software. This data is also encrypted using 128-bit Advanced Encryption Standard (AES) encryption. Privacy
principles are TRUSTe compliant. After the session has ended, your support representative can no longer see your screen or access your computer
unless you make another explicit request for support.
- What are the minimum requirements for my computer and Internet connection?
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For your support representative to view your desktop, your computer should meet these requirements:
- DSL, Cable or other high-speed Internet connection.
- PC running Windows 2000, XP or Vista.
- Internet Explorer 4.0 or later.
- Ability to make direct outgoing TCP connections, or availability of a SOCKS server or an HTTP proxy.
- What is the size of the file that I will download to engage in a screen-sharing session with my support representative?
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The file size ranges between 329 KB and 580 KB.
- Are there any files or folders left on my computer after the session ends?
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The downloaded file stays on your computer; however, the file is useless without a new "encryption key." To download a new encryption key,
you would need to initiate a subsequent session with a support representative. Screen-sharing sessions have to be initiated by you, not a support
representative.
- What firewall ports does GoToAssist use?
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- GoToAssist, like any other Citrix Online products, is configured to work outbound through firewall ports 8200, or 80 or 443. In a
restricted environment port 8200 can be set up for outbound connections. Citric Online products do not listen for, nor do they require, any
inbound connections. Connections outbound via port 8200 are optimal, although connections through ports 80 and 443 can also be used.
- If your firewall includes a content or application data scanning filter, this may cause blocking or latency, which would be indicated in
the log files for the filter. To address this problem, verify the below IP ranges will not be scanned or filtered by content or application
data scanning filters by specifying exception IP ranges that will not be filtered.
- If your security policy requires you to specify explicit IP ranges, then configure your firewall to limit port 8200 or 80 or 443
destination IP addresses to only the Citrix Online ranges listed below.
Important Note: Steps 2 and 3 are discouraged unless absolutely necessary because such IP ranges need to be periodically audited and modified,
creating additional maintenance to your network. These changes are rare, but they may be necessary to continue to provide the maximum
performance for the Citrix Online family of applications. Maintenance and failover events may cause you to connect to servers within any of the
ranges.
View the "Citrix Online Server / Datacenter IP Addresses" Configurations.
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