Citrix GoToAssist Express User Guide

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Citrix GoToAssist Express User Guide Citrix Online 2008 Citrix Online, LLC.

2 Table of Contents System Requirements...3 Getting Started...4 Useful GoToAssist Express Terms...4 GoToAssist Express Components...5 Your Chat Box...5 Customer Chat Box...5 Viewer Window...5 How to Log In...6 How to Connect to a Customer...7 Features...7 Screensharing...7 File Transfer...8 Copy/Paste...9 Diagnostics...9 Run as a Service / Send Ctrl-Alt-Del...10 Reboot/Reconnect...10 Unattended Support The My Unattended Computers Window will appear, showing a list of all computers that are currently setup for unattended support...11 Preferences:...11 How to generate reports...12 How to get support...12 How to provide feedback...12

3 System Requirements Your System Required: Windows Server 2003, Windows XP or Windows Vista Required: Internet Explorer, Netscape Navigator 4.0 or later or Mozilla Firefox 1.0 or later Required: Ability to make direct outgoing TCP connections or availability of an HTTP proxy or a SOCKS server Recommended: Minimum of Pentium 300 with 64MB of RAM Recommended: Stable Internet connection with 56k or better Your Customer s System Required: Windows Server 2003, Windows XP, Windows Vista or Mac OS X 10.4 or later Required: Internet Explorer, Netscape Navigator 4.0 or later, Mozilla Firefox 1.0 or later or Safari 1.3 or later Required: 28.8Kbps or greater connection, 56K recommended Required: Ability to make direct outgoing TCP connections or availability of an HTTP proxy or a SOCKS server 3

4 Getting Started Thank you for using Citrix GoToAssist Express 1.0. This user guide will introduce you to the newest of the Citrix products. If you have questions about how to use the new features or if you wish to give feedback on the available features, please contact us at or at Citrix GoToAssist Express is a Web-based technology that enables you to deliver live technical support anywhere in real time. With this technology, you can: Communicate with a customer via a Chat box. View your customer s desktop. Share control of your customer s mouse and keyboard. Send and receive files. Reboot and reconnect to your customer s computer. Use the Remote Diagnostics tool to retrieve key information on the status of the customer s computer. Connect with up to eight customers at one time. Provide unattended support. Leave zero footprint Useful GoToAssist Express Terms Portal: This will be the Web page that you will direct your customer to, in order to connect with the session. The portal that your customer will go to is Support Key: This is the 9-digit code that you will provide to your customer, which needs to be inserted on the portal page in order to start a session with the customer. 4

Customer Chat Box The Customer Chat box allows for almost instantaneous chat between you and your customer.

5 GoToAssist Express Components There are several components of the GoToAssist Express technology. Your Chat Box The Chat box allows for nearly instantaneous chat with your customer. Customer Chat Box The Customer Chat box allows for almost instantaneous chat between you and your customer. Viewer Window The Viewer window is the window that loads on your desktop during a screen-sharing connection and enables you to view your customer s desktop and share control of the mouse and keyboard. 5

6 How to Log In To log in to GoToAssist Express 1. Locate and double-click the GoToAssist Express icon. 2. In the Log-In window: Enter your login in the Login Field (always in the form of an address). Click Log In. Multiple failed attempts when logging in will result in a soft lockout for 10 minutes. To log out of GoToAssist Express 1. Right-click the GoToAssist Express system-tray icon and select Log Out or Exit 6

7 How to Connect to a Customer Citrix GoToAssist Express User Guide To connect to a customer and provide support, you must first generate a support key and then convey that number to the customer to enter into the support session To connect with a customer 1. Generate a support key a. Double click the GoToAssist Express icon in the system tray. - or b. Click the Session icon in the viewer window and select New Session. 2. Have the customer join your session a. Direct the customer to and have the customer type the support key into the box. - or b. Click the Support Key button. This will generate an in Microsoft Outlook. Send the to the customer and have the customer click the link that is included in the . - or c. Click the Copy URL button. Paste the information into an or instant messaging application and have your customer click the link. Note: You will need to generate a different support key for each customer. Features Screensharing To Share your screen with your customer 1. From the Viewer window select the Screen Sharing icon. 2. Select Share My Screen 3. The viewer window will notify you that you are sharing your screen. To return to viewing your customer s screen. 1. From the Viewer window select the Screen Sharing icon. 2. Select Request to see Customer s Screen 3. The viewer window will notify you that you are sharing your screen. To change the scale of your Customer s screen 1. From the Viewer window select the Screen Sharing icon. 7

Navigate through multiple monitors If your customer has multiple monitors, press CTRL + Windows Key and Left mouse click to make the monitor layout appear. To maneuver between different monitors a.

8 a. Select Actual Size if you would like the viewer window to zoom in and view your Customer s Screen. - or b. Select Scale to fit if you would like your Customer s Screen to be scaled to fit into your viewer window. This will allow you to view the whole screen in the viewer window. Navigate through multiple monitors If your customer has multiple monitors, press CTRL + Windows Key and Left mouse click to make the monitor layout appear. To maneuver between different monitors a. Place your mouse above the arrow. in your viewer window. - or - b. Press the Windows key and use the arrow keys on your keyboard.. File Transfer To send a file to your customer 1. From the Viewer window select the File Transfer icon and select Send Files. This will open the file transfer window. 2. Locate the file that you would like to transfer to the customer and select Send. -or- Drag the file you would like to send to the customer into the Viewer window or thumbnail icon. 3. The customer is prompted to choose the location to the store the file. 4. File Transfer begins once the customer chooses the file-storage location and clicks OK. 5. You and the customer receive prompts upon completion of File Transfer. 8

To get a file from your customer 1. From the Viewer Window select File Transfer and select Get Files from Customer 2. Locate the file that you would like to receive and select Send 3.

9 To get a file from your customer 1. From the Viewer Window select File Transfer and select Get Files from Customer 2. Locate the file that you would like to receive and select Send 3. You will be prompted to choose the location to store the file. 4. File Transfer begins once you choose the file-storage location and click Accept 5. You and the customer receive prompts upon completion of the File Transfer. To have a customer send you a file 1. From the customer s Toolbar select the File Transfer icon and select Send Files. This will open the File Transfer window. 2. Locate the file that the customer would like to transfer to you and select Send. 3. You will be prompted to choose the location to store the file. 4. File Transfer begins once you choose the file-storage location and click Accept. 5. You and the customer receive prompts upon completion of File Transfer. Copy/Paste Your customer s machine and your machine will share clipboards, allowing you to copy and paste text between your machine and your customer s machine. Diagnostics The Diagnostics enables you to access specific system information on the customer s PC or Mac. To run system diagnostic information 1. From the Viewer window select the Diagnostics icon and select Request Diagnostic Report 9

10 2. You can click Save As.. to save the diagnostics information onto your machine as a text or XML file. 3. Select Request Diagnostic Report each time you would like to update the diagnostic information. 4. Each report that is run will be available to view by clicking View Recent Reports. Run as a Service / Send Ctrl-Alt-Del GoToAssist Express defaults to run as a service on your customer s machine. Running as a service allows the GoToAssist Express software run beyond the basic application level to more easily support your customers by allowing you to send Ctrl-Alt-Del commands, switch usernames and prevents your session from being limited by the Microsoft Windows Vista User Account Control (UAC). Running GoToAssist Express as a service will not violate or circumvent the security model on your customer s PC. To send a Ctrl-Alt-Del to your customer s machine 1. From the Viewer window select the Tools icon. 2. Click Send Ctrl-Alt-Del. Reboot/Reconnect To aid with software installation and upgrades, you can initiate a shut-down, restart and reconnection of the customer s computer. Initiating the reboot and reconnect from your Viewer window enables the customer to reconnect to the support session without having to post another query or download the GoToAssist Express software again. To reboot a customer s computer and reconnect to the session 1. During the session, from the Viewer window click the Tools icon. 2. Click Reboot or Reboot in Safe Mode to confirm the customer Reboot/Reconnect. 3. Either your or your customer can click OK to authorize the Reboot/Reconnect and begin the reboot process if presented with the authorization message. If Cancel is selected, you will receive a denial message and the Reboot/Reconnect will not occur. 4. When the customer s computer has rebooted and the customer s Internet connection resumes, a message will ask the customer if he/she wishes to reconnect to the session. The customer clicks Yes to reconnect. Unattended Support Unattended support allows you to connect to your customer s machine without the customer being present. To setup a customer s computer for unattended support 1. Connect to your customer s computer. (for detailed instructions please see How to Connect to a Customer section). 10

2. While connected to your customer s computer click the Tools icon and select Setup Unattended Support. 3. A prompt will appear for your customer to approve the setup for Unattended Support. 4.

11 2. While connected to your customer s computer click the Tools icon and select Setup Unattended Support. 3. A prompt will appear for your customer to approve the setup for Unattended Support. 4. Authenticate the setup by logging in with your GoToAssist Express username and password. 5. Your customer will need to approve the requested installation by clicking Yes when prompted. 6. Create a Nickname and an Access Code for your unattended machine. 7. A confirmation will appear when unattended support setup is complete. To connect to a customer s computer with unattended support 1. Log in to the GoToAssist Express software. a. Right click the system tray icon and select View Unattended Support Computers - or b. From the Viewer Window click Session and select View Unattended Support Computer 2. The My Unattended Computers Window will appear, showing a list of all computers that are currently setup for unattended support. 3. Select the computer you would like to connect to and click Connect. 4. When connected you will receive a prompt for the Access Code. Preferences: The preferences allow you to configure GoToAssist Express to remember you on a specific machine, configure your display preferences while connected with a customer and configure your software preferences to uninstall GoToAssist Express from your Customer s machine once disconnected. To change screen sharing options (Boost Performance) 1. Right click the GoToAssist Express icon in the system tray. 2. Select Preferences 3. Select the Screen Sharing menu 4. Select the Color Quality, Keyboard and Cursor, and Performance settings that would best fit your needs. 11

12 Note: Performance Settings options only apply to sessions with a Windows PC. Citrix GoToAssist Express User Guide To uninstall on session end 1. Right click the GoToAssist Express icon in the system tray. 2. Select Preferences 3. Select the General menu 4. Check the box next to Uninstall customer application when session ends. How to generate reports To generate session reports 1. Log in to your account at 2. Under the Welcome section click Reports 3. Select the type of report you would like to run and follow the on-screen prompts. How to get support Contact support via at: feedback@citrixonline.com Call support at: How to provide feedback View the latest GoToAssist Express blog and provide your feedback at View the GoToAssist Forums at 12

GoToAssist Representative Quick Start Guide Web and Phone Mode. Citrix Online. Version Hollister Avenue Goleta CA 93117

GoToAssist Representative Quick Start Guide Web and Phone Mode Version 10.0 Citrix Online 7414 Hollister Avenue Goleta CA 93117 +1-805-690-6400 Fax: +1-805-690-6471 2012 Citrix Online, LLC. All rights