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
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.
- 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.
- Ask the customer to navigate to the Accessibility settings of their device by following instructions displayed on their screen.
- In Accessibility settings, they need to select and open GoToAssist Customer.Note: The appearance of Accessibility settings may vary on different Android brands.
- Ask the customer to enable accessibility for GoToAssist Customer.Note: The appearance of Accessibility settings may vary on different Android brands.
- Ask the customer to allow remote control by tapping OK.Note: The appearance of Accessibility settings may vary on different Android brands.
- Ask the customer to allow screen sharing by tapping Start Now.Remote control starts.