GoToAssist
From ITCH
Contents |
ITCH Network Remote Assistance – GoToAssist™
As a ITCH Network volunteer you have access to a very powerful Remote Assistance tool – GoToAssist™ by Citrix Online, a division of Citrix Systems, Inc.
With GoToAssist™ you can:
- share screens
- take complete control over the clients keyboard and mouse
- transfer files
- install applications
- change system, and application, settings
- annotate the users screen
- explain how best to carry out a task ...
The session is completely secure; both firewalls, and NAT routers, are completely transparent. The client, however, can stop the screen sharing at any stage.
Currently the requirements are:
Both parties (ITCH volunteer, and client) must:
- be using a Microsoft Operating System
- have a working Broadband connection
- have a functioning PC, keyboard, and mouse
It's desirable for both parties to have:
- a speaker phone (to keep both hands free ...)
How does it work?
One off installation
There is a one off installation to your PC of a small, digitally signed, GoToAssist™ application.
This installation will leave the 
icon on your desktop for future use.
Starting a Remote Assist session
To start a session, with an ITCH client, you must first double click on the GoToAssist HelpAlert icon on your desktop. You will then be prompted for a Login name and password. If successful, the Show List View session management icon will then appear in your taskbar. Double clicking on the Show List View icon loads the session management tools to your desktop:
You are now ready to accept an incoming Remote Assistance request.
Phone your ITCH client
Phone your ITCH client. Ask them go to the ITCH Network main page:
Ask your client to single click on the GoToAssist™ icon (bottom right - also accessible by Alt-X):
Then ask your client to single click (also, accessible by Alt-X) on the Start Session button to get the session started.
Accepting the Remote Assist session request
You will then be prompted with a GoToAssist - Broadcast request:
You can now accept the session (click the YES button) and start providing on-line support ...
What next?
Use it!
Do consider offering GoToAssist™ Remote Assistance sessions to your ITCH clients. It's not an alternative to visiting them, however it is useful for follow-up sessions. It can help when supporting physically remote clients, and it's Greener than traveling ...
Try it!
Start by requesting a training session ...
Notes, problems, and fixes
Known problem with Norton 360
If the client cannot see the GoToAssist blue Start Session! button 
then it is most likely that Norton 360 is blocking access to the GoToAssist site (the button is being pulled from the GoToAssist site to be displayed on the ITCanHelp site, so Norton 360 thinks there's a potential phishing attack and blocks access ... ). The fixes is to use another browser (Norton 360 appears to only associates phishing with the users default browser - use another browser and "phishing" is suddenly OK ...)
Reviews and comments
See the discussion page
