Forum Discussion

romatlo's avatar
romatlo
New Member
3 months ago
Solved

GoTo Resolve: How to install instant support exe for standard user?

Hello, We are new to GoTo Resolve.  We are testing the instant support with the URL to user (via Teams), the application (exe) downloads, but the standard domain user is prompted for elevated privil...
  • GlennD's avatar
    GlennD
    3 months ago

    Hi romatlo, welcome to the community.

     

    When you generate an instant support session there are some options you can select:

    1. Your Client will be prompted to download and install our desktop client so you can have remote control
    2. This will enable Admin Mode from the start of the session
    3.  This leaves the desktop client installed for future support sessions

    If you do not select any of these options you will be able to start a support session in Chat mode to begin with, then remote view the Client's screen without any elevated privilege. You can then request remote control and if needed enable Admin Mode at which point you will be prompted to enter Admin credentials.

     

     

GlennD's avatar
GlennD
GoTo Manager
3 months ago

Hi romatlo, welcome to the community.

 

When you generate an instant support session there are some options you can select:

  1. Your Client will be prompted to download and install our desktop client so you can have remote control
  2. This will enable Admin Mode from the start of the session
  3.  This leaves the desktop client installed for future support sessions

If you do not select any of these options you will be able to start a support session in Chat mode to begin with, then remote view the Client's screen without any elevated privilege. You can then request remote control and if needed enable Admin Mode at which point you will be prompted to enter Admin credentials.

 

 

  • romatlo's avatar
    romatlo
    New Member
    3 months ago

    Thank you.  I think I got it.  I had to open the session first as non-admin (by having user cancel the privileged escalation prompt).  Then switched to admin mode from the GoTo Resolve console where I could enter my domain admin credentials and it worked.  Of course, the user will need to be connected to VPN first.