Customers can now successfully join support sessions using a Mac running macOS Catalina (10.15) when the support session is hosted by a representative running the latest version (v11.9.11, b1379) of HelpAlert. (GTA-9832)
Additionally, customers who upgrade their macOS to Catalina (from Mojave or earlier) will be prompted with helpful messaging during the update process that the currently installed version of the GoToAssist Customer app will no longer function after their Mac has been upgraded. Once the upgrade is complete, the next support session that the customer joins (hosted by a representative running the latest version of HelpAlert), will prompt them to download a new version of the GoToAssist Customer app, and also to allow the app's permissions within their Mac's Accessibility settings.
While it is not required, it is recommended that the customer removes the unsupported version of the GoToAssist Customer app (shown below).