Forum Discussion

J_Laz's avatar
J_Laz
Active Contributor
5 months ago

Preinstall GoToAssist on Macs

We preinstall the Remote Support app on all Mac devices we deploy. The issue we are having has nothing to do with granting Accessibility rights. The installer will be on the desktop, you launch it and the system asks if you want to open the app that was downloaded from the Internet. Upon clicking Yes, the alert window closes and the app does not proceed past that point. Even looking in the Activity Monitor for the process, shows nothing tied to the app.  Mind you, we are installing on devices right out of the box running OS X 14.4.

 

A good portion of our users are on Mac devices. If this cannot be corrected by LogMeIn soon, a new remote solution will need to be found. We are due to renew in June.

  • GlennD's avatar
    GlennD
    GoTo Manager
    5 months ago

    Thank you. The default app that downloads to when the client joins an attended session is not designed to stay on the computer permanently, so I suspect the one you are using is automatically removing itself. 

     

    This support article explains how to install a modified version of the Unattended Support app: How to install and use the app. After you run the installer it will stay on the computer (until uninstalled), and add an icon to the tool bar which the user can click on and select Join a session, bypassing the need to go to fastsupport.com

    • J_Laz's avatar
      J_Laz
      Active Contributor
      5 months ago
      Can’t thank you enough for the assistance! I’ll share this with the rest of my team.
  • GlennD's avatar
    GlennD
    GoTo Manager
    5 months ago

    Hi J_Laz, welcome to the community.

     

    It does not sound like you are setting up Unattended Support in advance, can you please provide more information about how exactly you are preinstalling GoToAssist?  

     

    • J_Laz's avatar
      J_Laz
      Active Contributor
      5 months ago

      When an end user is directed to go to fastsupport.com/xxxxxxxxx they are asked to install the client-side app. Because our users are not permitted to install or change any Privacy & Security settings, we preinstall and provide the necessary security settings within Accessibility so remote support is unhindered.

       

      That is the app I am speaking of. My apology if I did not make that clear.