The GoTo Community is currently experiencing some technical issues affecting new posts and comments. You may need to reload the page you are on before you can post a comment. We are actively working with our service provider and apologize for the frustration.
Forum Discussion
Solved
GoToAssist Mac 10.15 Catalina support
Catalina is goin to be released soon and GoToAssist still doesn't work. Is there an update coming soon? It's very cumbersome having to use the web based Rescue instead of the regular GoToAssist a...
Hi,
We are finishing up things on the new Mac 64 bit version of GoToAssist Remote Support and plan to release it early next week.
Here is what you need to know:
- If you use a Mac to support your customers, do not update to Catalina until you have updated to the Remote Support release or you will not be able to use the technician software. You can use RescueAssist on Catalina now as it is already a 64 bit application.
- You will need to update your Mac Unattended to the new release before upgrading to Catalina.
- We will be releasing the update as an Infrequent Update initially, so you will need to set the Mac or it's device group to Infrequent Updates and then select the new version in order for the Unattended Mac to receive it.
Hi Razz1
You are completely right and I apologize. When I posted that information that was my understanding at the time, but in retrospect, I should have put off answering so soon. I prefer to be as transparent as possible and share what I know instead of just ignoring questions, unfortunately, sometimes things are more dynamic than I understood.
The 64-bit version is still in testing right now, it will be released to the Infrequent Updates channel once it ready. When that happens (and I see it), I will announce it in the community posts about this topic.
If it has been a while since you tried using RescuseAssist I would encourage you to give it another try. A lot of work has been done on it since it first launched and the team has been listening closely to the feedback they have received so far. If there are specific things about the GTA Remote Support desktop software that makes you prefer it over using RescueAssist, please provide that feedback in the surveys or here in the community.
Thanks for the reply GlennD. You have always been helpful where you can be man, I get that you are at the mercy of the info you are given, but I am sure you see the point. I remember GTA updates breaking access, multiple times. Now we have had years of noptice and GTA isn't ready. I get the company wants to push everyone into web tool, but no thank you. That product was released in such bad shape I am permenently soured on it. You can find my post with my original testing where the screen was slow to update and so blurry it was unreadable - using 2 machines next to each other on the same 400/20 connection. And that was a released product! At some point LMI / GTA has to recognize that we are support pros that need predictable and reliable products, like our customers.
In answer to what I like better.... it's simple. I like a dedicated app endpopint. Opening a browser, logging in, and navigating the web app is not faster, not at all. I just tested it again from my iMac to my MBP. On the "remote machine" I had to download a zip, unzip it, run it, give accessability permissions giving control, and now I can see it my iMac but not control it. When I closed it it left a green box on my screen long afterwards. I started a new connection, went through the whole download process again to be safe it worked. It's facination it syas "Fair Connection" when the two machines are side by side and the connection reports 13ms / 485 DN / 16 UP while both are connected. And that green box (I am colorblind if it's not green) on the host machine is very irritating, and covers part of the menu bar. Performance is much better, but there are video glitches I never get through the app on this connection.
