HELP FILE

Broadcasting on iOS 11-12.1

The GoToAssist Remote Support iOS app provides screen sharing functionality leveraging the iOS Broadcast feature introduced in iOS11. This enables agents to solve issues on the customer’s iOS device outside of the GoToAssist Remote Support app. When the app is sent to the background, the device screen is still transferred to the GoToAssist Remote Support v5 Agent Console.

Restriction: The customer must have the GoToAssist Remote Support for iOS app from the App Store installed on a device running iOS11 (or above).
Note: To support customers using iOS 12.2 or above, see Broadcasting on iOS 12.2+.
Important: Although this article speaks directly to the customer, GoToAssist Remote Support v5 agents can use this section to understand the end-user experience during a remote support session. "You" in this document refers to the customer receiving remote support.
  1. Enable screen recording on your device.
    1. Navigate to Settings > Control Center, and tap Customize Controls.
    2. Under Customize Controls, include Screen Recording.

      Result:

  2. Start broadcast to allow the support agent to view the screen of your device.
    1. Open the Control Center on your device by swiping up from the bottom edge of any screen, and 3D touch/long press the Screen Recording icon.

      Remember: You must apply 3D touch (iPhone 6S and above), or long press (previous devices). A simple, short tap is not enough.

    2. Select GoToAssist Remote Support v5 from the list.
    3. Tap Start Broadcast.
The support agent can now view the screen of your device.
To stop sharing your device screen, do either:
  • In the Control Center, tap the Screen Recording icon.
  • In the GoToAssist Remote Support application, end the support session.