Nuance Healthcare Worldwide Remote Support
Frequently Asked Questions
Q: How does this service work?
A: Once you are connected to the service, a small, self-installing plug-in is downloaded, which allows your support representative to view your desktop and share control of your mouse and keyboard. At any time during a support session, you can take control of your computer just by moving your mouse. You will be in charge at all times.
Q: Is it true that my support representative can see everything on my screen?
A: Yes, but before your support representative views your screen, he or she will first ask your permission and request that you close all documents containing private information. Let's say you're having trouble finding an updated video driver on the web. Rather than trying to explain the problem, a live agent can tell you what to do (by typing instructions for you in the chat window), or he or she can do it for you (by using your mouse and keyboard remotely) while you watch and learn. It's like having your own personal expert sitting next to you.
Q: Can my support representative look through files without my knowledge?
A: Absolutely not. Your representative sees only what you see and whatever you permit him or her to see on your computer screen. Before your support representative views your screen, he or she will first ask your permission and request that you close all documents containing private information.
Q: What is the customer computer requirement to participate in a support session?
A: Computer Requirements:
- Windows 7, Vista, XP or 2000; Windows Server 2003 or 2008; Mac OS® X v10.4 or later
- Internet Explorer 7.0, Mozilla Firefox 6.0, Safari 5.0™ or the latest version of each web browser
- Ability to make direct outgoing TCP connections or availability of an HTTP proxy or a SOCKS server
- "Always on" Internet connection with cable modem, ISDN, DSL or better
- Pentium-class PC recommended
Q: What ports does GoToAssist use?
A: All GoToAssist software connections are outbound, requiring TCP connections to ports 80, 443 or 8200.
Q: What is the size of the file that my customer downloads to engage in a screen-sharing session with me?
A: The file ranges in size from 429kb to 544kb depending on your company’s GoToAssist configuration.
Q: What are the minimum customer browser requirements to begin a screen-sharing session?
A: The minimum browser and version required for the customer is as follows:
- Internet Explorer 7.0 or later
- Mozilla Firefox 6.0 or later
- Safari 4.0 or later
If the customer’s browser is not Java-enabled, the customer will be prompted to manually download the screen-sharing file.
Q: I heard that it is dangerous to download from the Internet. Is the plug-in safe and virus free?
A: Yes, our plug-in is safe! We're as concerned as you are about this issue, so we perform regular virus checks and updates. This helps us maintain our technology at the highest standard to ensure superior quality service. The warning message you may see on your screen is a default message that is displayed by your browser when you download any executable files. You can feel confident using our plug-in.
Q: Are there any files or folders left on my customer's computer after the session ends?
A: The downloaded file stays on the customer’s computer; however, any subsequent sessions require a smaller download, which contains a new encryption key.
Q: Is there a timeout when no activity occurs on either my computer or my customer’s computer?
A: There is no timeout. The session will continue until either side ends the session by closing the Chat window.
Q: Why does my customer see "The page cannot be displayed" message when visiting the GoToAssist support page to initiate a screen-sharing session?
A: Your customer can try to close all browsers and re-open another browser. Or, your customer can check his or her Internet connection.
Q: Why do I get a "Cannot connect to server" error when I try to log into GTA?
A: You can try doing the following:
- Check your Internet connection.
- Check for firewall changes.
- Check for proper IP configuration.
- Visit the GoToAssist Service Status page to check for system availability.
Q: Why does my customer get an "OS Not Supported message" when he or she begins a screen-sharing session?
A: The customer is using a non-supported operating system. Customers must either be using Windows 7, Vista, XP or 2000; Windows Server 2003 or 2008; Mac OS® X v10.4 or later.
Q: How do I resolve an "Internet Traffic Jam" or slow connectivity?
A: An "Internet Traffic Jam" is a timeout related to communication to and from Citrix Online servers. This can be caused by anything that connects you or your customer to Citrix Online servers, including the internal network or any server (including Citrix Online servers) the data travels through to get to our servers. Try to close programs that use up a lot of bandwidth (e.g., radio and Internet Chat sessions).
Q: How does my customer alleviate Internet Traffic Jams or slow connectivity?
A: Instruct you customer to do any of the following:
- Close streaming programs (e.g., radio and Internet chat sessions).
- Switch to a less graphic-intensive wallpaper and desktop theme.
- Close unnecessary programs or applications.
Q: Why is my customer unable to start Screen Sharing?
A: The customer’s computer does not have JavaScript enabled. Instruct the customer to click the click here link on the Preparing to connect with your representative screen and then follow the instructions provided on that page. Depending on your configuration, you may need to manually start Screen Sharing.
- From your ChatLink window, click the Screen Sharing menu.
- Choose Share Remote Screen or Share Local Screen.
Q: Why does my customer see a "No reps online" message when he or she goes to the support page to initiate a screen-sharing session?
A: Your customer may need to refresh or close the browser and then re-open the browser.
Q: Why does my customer see a "Representative not available" message when he or she has ended a screen-sharing session and wants to connect with me in another session?
A: The session may not have been ended properly. Try to close the browser window that says Session Over from the previous session, and reopen the browser.
Q: What is the largest file size that I can transfer between my customer’s computer and my own?
A: The size of the file is not limited or restricted.
Q: Can I copy and paste between my customer's PC and my PC?
A: Yes. While you are in a session, you can share the Windows clipboard with your customer where you can select and copy text.
Q: Can I drag and drop files between computers?
A: Absolutely!
To drag and drop a file from your customer’s computer to your own:
- From your customer’s desktop or Windows Explorer, drag and drop the file into the text entry area of the customer’s Chat window.
- Accept the file, and browse to the location where the file is saved.
To drag a file from your computer to your customer’s computer:
- Minimize your Viewer window.
- From your desktop or your Windows Explorer, drag and drop the file into the text entry area of your ChatLink window.
- Maximize your Viewer window to view your customer’s desktop.
- Accept the file, and browse to the location where the file is saved, or invite your customer to accept and save the file.
Q: What File Transfer Protocol is used in GoToAssist?
A: GoToAssist File Transfer does not use the traditional File Transfer Protocol (FTP), but instead relies on the same secure, firewall friendly technology that powers Screen Sharing. Flow control ensures that File Transfer and Screen Sharing can take place simultaneously.
Q: Why do I get a "file may have been corrupted in transfer or the file on my customer’s computer appears much smaller" when I transfer a large file (e.g., 80MB) to the customer's computer?
A: There is a problem sending the file to the destination (e.g., insufficient disk space). Make sure there is enough disk space on the customer’s computer, and resend the file. If there is not enough space on the customer’s computer, zip the file before resending it.
Q: How can I save the chat dialogue from my session to review later?
A: You may save the chat dialogue between you and your agent. This feature is available in the chat box where you and your expert communicate. To save a copy of your chat dialogue, go to the File menu in the chat box and select Save Chat Log. By saving your chat dialogue periodically throughout your session, you will always have the most current log on file. Once you have chosen this option, a window will pop up asking where you would like to save the file. The file will be saved as "ecchat.txt" by default, but you can easily rename it. Finally, click Save to save the file. After you have saved the session you can open the file and print your chat dialogue.
Q: How can I switch from Customer Screen Sharing to Share My Screen?
A: If you have Screen Sharing enabled, you must first turn off remote Screen Sharing:
- From your ChatLink, click the Screen Sharing menu.
- Choose Stop Sharing Remote Screen.
- From your ChatLink, click the Screen Sharing menu, then Share Local Screen, or click the shortcut button at the bottom of your ChatLink window.
-or-
You may have a configuration that has a hidden ChatLink, in which case you will not need to engage the ChatLink to switch between remote and local Screen Sharing.
Right-click the HelpAlert icon 
in the system tray. - Choose Share Local Screen (or Share Remote Screen).
Q: If I initiate a Reboot/Reconnect on my customer’s computer, and GoToAssist finds no Internet connection to restart the session, how long does it take to reconnect?
A: Your session will automatically terminate after 10 minutes if unable to reconnect with your customer’s computer. Also remember to tell your customer not to close his/her Chat box. This will terminate the session prematurely. The customer’s GoToAssist Chat box will automatically close when the shutdown is requested and then re-launch upon reconnection.
Q: Is GoToAssist Corporate HIPAA compliant?
A: Although HIPAA compliance per se is applicable only to entities covered by HIPAA regulations
(e.g., healthcare organizations), the technical security controls employed in the GoToAssist
Corporate service and associated host and client software meet or exceed HIPAA technical standard. Furthermore, the administrative configuration and control features provided with GoToAssist Corporate support healthcare organization compliance with the Administrative and Physical Safeguards sections of the final HIPAA Security Rules. The net result is that GoToAssist Corporate may be confidently deployed as a remote-support component of a larger information-management system without affecting HIPAA compliance.
GoToAssist Corporate encryption fully complies with HIPAA Security Standards to ensure the security and privacy of patient data. All sensitive chat, session and control data transmitted across the network is protected using the Advanced Encryption Standard (AES), FIPS 197. A unique 128-bit AES encryption key is generated at the start of each session.
For additional details, please view the GoToAssist® Corporate and HIPAA Compliance Guide