HELP FILE

Broadcasting on iOS 12.2+

    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).
    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. During a support session, in the GoToAssist Remote Support for iOS app, tap Show Screen.

      Result: The Screen Broadcast dialog is displayed.

    2. On the Screen Broadcast dialog tap Start Broadcast.
    Results: The support agent can now view the screen of your device.

    To stop sharing your screen, depending on your device type, tap the red bar or bubble at the top of your screen.

    Article last updated: 27 September, 2022