HELP FILE

Remote Control for Android Devices

GoToAssist Remote Support v5 strives to support remote control on the widest possible range of Android devices. Certain devices use brand-specific add-on applications, while other brands can leverage the capability introduced with GoToAssist Remote Support Android app version 2.1.0-217 to allow support agents to gain remote control of the customer's device.

The following brands require a mobile add-on app for remote control:

  • Samsung (with Knox)
  • LG
  • Motorola
  • selected Huawei devices
Customers using other brands of Android devices need to follow the below procedure the first time they launch the GoToAssist Remote Support Android app to enable the required Accessibility settings.

How Can Customers Enable Accessibility Service for the GoToAssist Remote Support Android app

Note: This procedure only applies to customers using the GoToAssist Remote Support Android app version 2.1.0-217 or above.
  1. After entering the Support Key in the GoToAssist Remote Support Android app, the customer needs to tap Allow to allow the agent to control the device.
  2. Ask the customer to navigate to the Accessibility settings of their device by following instructions displayed on their screen.
  3. In Accessibility settings, they need to select and open GoToAssist Customer.

    Note: The appearance of Accessibility settings may vary on different Android brands.

  4. Ask the customer to enable accessibility for GoToAssist Customer.

    Note: The appearance of Accessibility settings may vary on different Android brands.

  5. Ask the customer to allow remote control by tapping OK.

    Note: The appearance of Accessibility settings may vary on different Android brands.

  6. Ask the customer to allow screen sharing by tapping Start Now.

    Result: Remote control starts.

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