HELP FILE
Starting Unattended Support Sessions
Unattended access allows an agent to connect to a remote computer when the customer is not present.
Attention: Does your product look different? You may need information about GoToAssist Remote Support v4. Click
HERE.
Note: The availability of the unattended support features depends on an account-level setting in the
GoToAssist Remote Support Administration Center.
Important: The customer's device must be powered on and not in sleep mode for the agent to be able to launch an unattended session.
- Click the Devices tab of the GoToAssist Remote Support v5 Agent Console. Tip: Cannot see the Devices tab? Click the GoToAssist Remote Support logo in the top-left corner of the console.
The list of devices set up for unattended access is displayed. - Select a device from the list by hovering over it.
- Under Actions, click the Connect button.
Tip: Agents can create desktop shortcuts for quick access to unattended devices. See Creating Desktop Shortcuts for Devices.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.A new session starts in a new tab of the Agent Console providing remote access to the selected device.Tip: Cannot remote control the customer's Mac device?- For macOS 10.14 (Mojave), see How to enable remote control on macOS 10.14 (Mojave).
- For macOS 10.15 (Catalina), see How can I remote control a customer's mac running macOS Catalina and How to Solve Unattended Access Issues for macOS Mojave (10.14) and Catalina (10.15).
Unattended support sessions offer the same features and tools as those available during attended support sessions.
Tip: To execute advanced tasks, such as changing system settings, see
Restarting the GoToAssist Remote Support v5 application as a System Service.