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Shaun77's avatar
Shaun77
Active Contributor
7 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
    7 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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  • AshC's avatar
    AshC
    Retired GoTo Contributor
    6 years ago

    Adrienne2 If you're on Windows, you should see the GoToAssist triangular icon in your task bar. Right click this, and select 'About'.

  • AshC's avatar
    AshC
    Retired GoTo Contributor
    6 years ago

    Adrienne2 It may be that your account is set to a prior build. Can you confirm what version your Expert software is running?

  • AshC's avatar
    AshC
    Retired GoTo Contributor
    7 years ago

    Adrienne2  Have they tried uninstalling old GoToAssist versions first? How about an alternate web browser?

  • Adrienne2's avatar
    Adrienne2
    New Contributor
    7 years ago

    Well it's still not working for my clients. I have go to assist and it generates a support key. I ask them to go to fastsupport.com, they enter their name and the support key. Then it tries to launch go to assist from the fast support site and they receive the error I stated. It will download but not open and causes the error. Thanks!

  • AshC's avatar
    AshC
    Retired GoTo Contributor
    7 years ago

    Hi Adrienne2 ,

    GoToAssist already supports Catalina with the newest build.  Have you tried uninstalling GoToAssist with this client before rebooting and reconnecting again?

  • Adrienne2's avatar
    Adrienne2
    New Contributor
    7 years ago

    Will the Go To Assist Opener be updated soon? When trying to run a remote session to a Mac with Catalina, there is an issue with the Go To Opener. The person types in the fast support number at the fast support site, tries to launch the Go To Opener and then receives the error:

    "GoToAssist Customer (1575)" needs to be updated. The developer of this app needs to update it to work with this version of macOS. Contact the developer for more information.

    Is there an timeframe for a resolution for this issue?

  • GlennD's avatar
    GlennD
    GoTo Manager
    7 years ago

    Regular (default) Build will be released on October 19, 2019

    • All agents whose account update settings are configured for Regular Updates or Regular & Beta Updates will receive an update of the latest version (v4.7, b1673) for the GoToAssist Expert and Customer desktop applications on of Saturday, October 19, 2019.   Please see below for the changes included in this release.
  • Shaun77's avatar
    Shaun77
    Active Contributor
    7 years ago

    Well at least I got GTA back! I can live with the dark mode text issue for now.

     

    And thanks for the Automator guide to set up a shortcut, that's awesome!