HELP FILE

Customer System Requirements

Attention: Does your product look different? You may need information about GoToAssist Remote Support v4. Click HERE.

Customer Desktop Requirements

Hardware
  • 1.33 GHz Dual-core CPU
  • 130MB free memory
  • 50MB free space
Network
A working internet connection with stable 1 Mbps download upload bandwidth.

From both the support agent's and the customer's network, the following web resources need to be accessible:

  • *.gotoassist.com
  • For restricted environments where wildcard allowlisting is not available, the following addresses need to be accessible:
    • turn.console.gotoassist.com
    • console.gotoassist.com
  • For networks explicitly filtering outbound destination ports and protocols, the following ports are used on GoToAssist Remote Support v5 side:
    15000 (UDP traffic) or 443 (TCP traffic) for GoToAssist Remote Support v5 media sessions
    Tip: It is recommended that you allow UDP traffic through port 15000. Restricting the traffic to TCP may decrease the quality of the GoToAssist Remote Support v5 support experience.
    Restriction: GoToAssist Remote Support v5 sessions cannot be joined in a Citrix-based environment.
Operating System
  • Windows 7 SP3 and above
    Important: On customer devices running Windows 7, it is recommended to enable TLS 1.1. and TLS 1.2 in the Windows Registry. GoToAssist Remote Support v5 will stop supporting TLS 1.0 due to the vulnerability of TLS 1.0 to attacks.
  • Windows Server 2008 R2 and above
  • Apple macOS 10.12 (Sierra) and above
  • Linux
    Restriction: Remote Control is currently not available on Linux devices.
  • Chrome OS
    Restriction: Remote Control is currently not available on Chrome OS devices. Remote View is only available on devices running the latest Chrome OS version.
Browser
The latest version of Chrome, Firefox, Edge or Safari, or Internet Explorer 11.

Customer Mobile Requirements

Android

  • Android 6.0 or above (the latest Android version recommended)
  • Dual-core CPU (Quad-core recommended)
  • 1 GByte RAM (2 Gbyte recommended)
  • 30 MByte free space
  • Internet connection with minimum 0.5 Mbps bandwidth (4G/LTE or equivalent WiFi recommended)
  • The latest version of Chrome
Restriction: Remote Control for Android is available for Samsung, LG, Motorola, and supported versions of Huawei devices only.

iOS

  • iOS 11 or above
  • 140 MByte free space
  • Internet connection with minimum 0.5 Mbps bandwidth (4G/LTE or equivalent WiFi recommended)
  • The latest version of Safari
Restriction: Remote Control is currently not available on iOS devices.