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Shaun77's avatar
Shaun77
Active Contributor
6 years ago
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 app on my Macbook

  • GlennD's avatar
    GlennD
    6 years ago

    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:

    1. 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.
    2. You will need to update your Mac Unattended to the new release before upgrading to Catalina.
    3. 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.

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  • GlennD's avatar
    GlennD
    GoTo Manager
    6 years ago

    Hi bcboisvert,

     

    If you use RescueAssist to host the session and send your customer to fastsupport.com they will be able to join your session. 

     

  • bcboisvert's avatar
    bcboisvert
    New Member
    6 years ago

    It is very troubling to me that LogMeIn didnt have the update ready in time for Catalina with so much advance notice. I decided to upgrade to Catalina intead of waiting and I am testing other remote control products some of which are free. 

     

    I am curious, if a Mac client upgrades to Catalina and I send them to fastsupport.com will they be unable to join a hosted session. I haven't tried this yet and I guess I should. 

  • GlennD's avatar
    GlennD
    GoTo Manager
    6 years ago

    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. 

  • Razz1's avatar
    Razz1
    Active Contributor
    6 years ago
    GlennD, It was April of 2018 that you said “ We're prepared for this change and I believe that it will be addressed in the next release which is currently being worked on. I do not have a hard date just yet but I expect it before the end of May.”

    In July of this year AshC said “ We plan to have a 64 bit version ready for deployment before Apple stops supporting 32 bit applications”

    Now Catalina is out and the app still isn’t. You’re saying early this week, but no solid ETA, and it would seem you’re not confident enough after over a year to release as anything but an “infrequent” update.

    Honestly man I think we deserve a better reply. Many of us hate the web tool version and only use the app. Please share something more definitive.
  • GlennD's avatar
    GlennD
    GoTo Manager
    6 years ago

    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:

    1. 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.
    2. You will need to update your Mac Unattended to the new release before upgrading to Catalina.
    3. 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.
  • marintech's avatar
    marintech
    Active Contributor
    6 years ago
    Tomorrow it should be released, I won't be able to update as I would then not be able to use GTA, and that would kill my business. I sure hope there is an updated version waiting to drop at the same time.