Live Support FAQ

Q:  How does GoToAssist work?

A:  Once you connect to the service, you'll be prompted to download a small application which will allow one of our technicians to help you with your problem or question using chat.  If it is determined that it is necessary, they can also share your mouse and keyboard for quick easy service.  At any time during a session with a technician, you can retake control of your computer just by moving your mouse or pausing the session using the application.  In other words, you can have our technician solve a problem for you while you watch, or you can have the agent tell you what to do step-by-step.  You will be in charge at all times.

Q:  Is it true that my agent can see everything on my screen?

A: When using screen sharing with a support technician, yes. But before they view your screen, he or she will first ask your permission and request that you close all documents containing private information.  For example, let's say that you're having trouble running a report.  The technician can tell you what to do or they can do it for you (by using your mouse and keyboard remotely) while you watch and learn.  It's like having your own personal expert sitting next to you.

Q: Can a technican look through files on my computer without my knowledge?

A: Absolutely not.  When connected via chat window only, the agent has no ability to see or access anything on your computer.  In reference to a screen sharing session, your technician sees only what you see and whatever you decide to show him or her on your screen.  If a technician thinks it would be helpful to open a file on your computer, he or she will suggest this and then ask for your permission before doing so.  The only way for a technician to work with your computer is through your explicit request for service.

Q:  How can I save the chat dialogue from my session to review later?

A: You may save the chat dialogue between you and your technician.  This feature is available in the chat box where you and your technician communicate.  To save a copy of your chat dialogue, go to the File menu in the chat box and select Save Chat Log.  By saving your chat dialogue periodically throughout the 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 'ecchat.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 dialogue.

Q: I have heard that it is dangerous to download from the Internet.  Is your plug-in virus free?

A: Yes, our plug-in is safe! We're as concerned as you are about this issue, so we perform regular virus checks and updates.  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 our plug-in.

Q:  Why does Shelby want me to change my background wallpaper and close all applications prior to starting a screen sharing session with a technician?

A: In order to share the control of your PC, the technology must send multiple screen shots of your desktop across the Internet to your remote technician. When you start a session with a graphic background in place, it significantly slows the transmission speed due to the increased amount of data being transferred.  Running applications, Web Surfing or engaging in instant messaging while in a screen sharing session also has the same adverse effect on transmission speeds and ultimately the time it takes to resolve your issue.

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