HELP FILE

Setting Up Unattended Support on Multiple Computers

The MSI/PKG/APP installer makes it possible for system or domain administrators to set up unattended access on multiple domain machines simultaneously.

The availability of the unattended support features depends on an account-level setting in the GoToAssist Remote Support Administration Center.

Note: The maximum number of devices set up for unattended access per GoToAssist Remote Support v5 account is 10,000.

This article provides information about mass deploying the unattended installer on the following platforms:

Set up on Multiple Windows Computers

The Windows MSI installer makes it possible for system or domain administrators to set up unattended access on multiple domain machines simultaneously.

The below instructions assume you are familiar with and use built-in Windows software distribution methods such as Microsoft Group Policy Management.

Note: You can also use third-party software such as Microsoft System Center Configuration Manager or Prism Deploy.
  1. Choose an existing shared folder on a server in your network, or create a new folder.
  2. Save the Windows MSI installer to that folder. To get it:
    1. Log in to the GoToAssist Remote Support v5 Agent Console at https://console.gotoassist.com.
    2. Select the Devices tab.
    3. In the top-right corner of the console, click DOWNLOAD UNATTENDED INSTALLER.


      The Unattended installer window is displayed.

    4. In the Unattended installer window, use the Select Device Group drop-down list to choose a device group where you want the new unattended devices to belong.


      Note: If you do not choose any device group, the new unattended devices will be assigned to the default All devices group.

    5. Click DOWNLOAD FOR WINDOWS (MSI).
  3. In the Microsoft Group Policy Management application set the permissions:
    Option Description
    Per user Set share permissions and folder permissions to "Authenticated users = read and execute".
    Change the permissions at:
    • Share - Properties > Sharing tab > Advanced Sharing button > Permissions button > Authenticated Users
    • Folder - Properties > Security tab
    Per domain Set share permissions and folder permissions to "Domain Computers = read and execute".
    Change the permissions at:
    • Share - Properties > Sharing tab > Advanced Sharing button > Permissions button > Authenticated Users
    • Folder - Properties > Security tab
    Per group
    1. Create a group that includes only the computers on which you want to install unattended access.
    2. Create a new filter and add the group to it.
    Note: Make sure to remove the default "Authenticated Users" filter.
  4. Optional: It is highly recommended to run a test installation of the .MSI file to verify its integrity.
  5. In the Microsoft Group Policy Management application create a new policy.
  6. Edit the new policy in the Group Policy Management Editor:
    1. In the left navigation panel, select Computer Configuration > Policies > Software Settings.
    2. Right-click Software Installation and select New > Package.
    3. Select the Windows MSI Installer that you copied to the shared folder and click Open.
    4. In the Deploy Software window, select Assigned and click OK.
    The new package appears on the right panel of the Group Policy Management Editor.
  7. Reboot one or more workstations to install the .MSI file.
The installation should run before the logon prompt appears.

You can also check the Programs and Features list to see if the GoToAssist Remote Support application was successfully installed.

Tip: If the application was not installed, check the Windows Event Viewer for errors.
Tip: On a Windows device already set up for unattended access, login credentials can be saved. See Storing Unattended Credentials (Windows only) for further details. Note that stored login credentials for unattended access set up in GoToAssist Remote Support v4 can also be used in the GoToAssist Remote Support v5 Agent Console.

Set up on Multiple MacOS Computers

The unattended installer for macOS is available as an APP bundle or a PKG installer package so that system or domain administrators can set up unattended access on multiple domain machines simultaneously.

This article assumes you are familiar with tools and methods required for mass deploying macOS installers.
  1. Log in to the GoToAssist Remote Support v5 Agent Console at https://console.gotoassist.com.
  2. Select the Devices tab.
  3. In the top-right corner of the console, click DOWNLOAD UNATTENDED INSTALLER.

    The Unattended installer window is displayed.
  4. In the Unattended installer window, use the Select Device Group drop-down list to choose a device group where you want the new unattended devices to belong.


    Note: If you do not choose any device group, the new unattended devices will be assigned to the default All devices group.

  5. Depending on whether you need the APP bundle or the PKG installer, click DOWNLOAD FOR MACOS (APP) or DOWNLOAD FOR MACOS (PKG).
  6. Deploy the installer using a deployment method or tool of your choice.

    Note: You need admin credentials on the target machine to install unattended access.

  7. After deployment, permissions need to be set up manually for customers' computers running macOS Catalina (10.15) or above. For detailed information, see How can I remote control a customer's mac running macOS Catalina or above.

    Tip: After installing the unattended support application, a guided permission flow is shown guiding the user through the process of assigning the necessary permissions.

Note: For computers running macOS Catalina or Big Sur, the following restrictions apply.
Catalina
Due to enhanced macOS-level privacy control, agents cannot have remote control or screen sharing access to computers running macOS Catalina until specific necessary permissions are set by an admin user. Consult your Mobile Device Management (MDM) tool's documentation whether it supports setting these permissions during installation. If that is not possible, see the related article containing workaround information.
Big Sur
Currently, macOS Big Sur (11.0, 11.1, 11.2) only allows users with admin privileges to enable screen sharing. Consult your MDM tool's documentation about enabling non-admin users to allow screen sharing.