GoToAssist Mac 10.15 Catalina support

[AshC]

Hi @Adrienne2 ,

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

[Adrienne2]

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]

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

[Adrienne2]

Hello! Yes, have tried both. 

[AshC]

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

[Adrienne2]

Hello, where would I find that information?

[AshC]

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

[Adrienne2]

Version 4.3 Build 1575

[AshC]

OK @Adrienne2 --- you'll need to update your expert software version to 4.7.  Once complete, your client should start downloading this compatible version as well.

[Adrienne2]

Thanks for the information. Just a quick question, how is me updating my software on my PC going to help a customer that is trying to launch a remote session from the fastsupport.com website? using the fastsupport.com go to assist?