This article reviews how to enable GoToAssist on a Mac computer. 

 

Step 1. Go to fastsupport.com

 

Step 2. A Back Office support team member will provide a nine-digit support key

 

Step 3. Once the support key has been entered, GoToAssist will prompt you to join the session.

 

 

 

Step 4. A prompt from GoToAssist will appear asking you to grant access to control the computer using accessibility features.

• Go to Open System Settings>>Privacy & Security>>Accessibility>> GoToAssist Customer (…)

• Turn the toggle for ‘GoToAssist Customer…’ On.

 

Step 5. Once you have granted access in the Accessibility settings, visit the Screen Recording Settings under Privacy & Security >> Screen & System Audio Recording. Check to see if the same GoToAssist Customer (…) option is there to enable.

 

• If the GoToAssist Customer (…) option is NOT there, end the session. Your Back Office support agent will create a new session with a new support key.
• If the GoToAssist Customer (...) option IS there, enable the setting and continue to Step 7. 

Step 6. Join the new session, and a new prompt from GoToAssist will appear, asking you to grant access to your computer’s screen and audio. Go to System Settings >>Privacy & Security >> Screen & System Audio Recording and toggle on the GoToAssist Customer (…).

• NOTE: If this setting is turned on, you might be prompted to enter a password to modify your settings.

 

Step 7. Once the GoToAssist Customer (…) is enabled, GoToAssist will display a prompt letting you know that it may not be able to record the contents of your screen until it is quit.

• Verify if the Back Office support agent can see your screen and the Mac’s settings screen. If your support agent CAN see the screen, click ‘Later’.
• If the Back Office support agent CANNOT see your screen, click 'Quit & Reopen'. This will require another new session.
• Go through the steps to get dialed in. The Back Office support agent should be able to see the contents of the screen and have mouse control.