What’s New Since October 24, 2011:

Unattended Support for Macs (Beta)

• You can now set up Unattended Support on Mac computers with OS X 10.5 (Leopard) or newer. Complete the following steps to do so:
  • Note: Mac Unattended Support is a beta feature, but there is no need to opt in; see the Mac Unattended Support (Beta) FAQs for more information.

1. First, download the Mac unattended installer (beta) application in any of the following ways:
   • Method 1 – GoToAssist’s FastSupport.com
     1. From the customer’s computer, go to www.fastsupport.com/unattended.
     2. On the Set Up Unattended Support page, click Set Up Unattended Support to begin downloading the Mac unattended installer (G2AxCustomer.pkg).
   • Method 2 – GoToManage’s Monitoring web application
     1. From the customer’s computer, log in to www.gotomanage.com.
     2. Click Remote Support in the top-navigation menu and select Deploy Hosts from the drop-down menu.
     3. Click Download, if available (if a Download link does not appear, click Generate Installer first).
2. When the Download window appears, click Download the Mac Installer.
3. Once the Mac unattended installer file (G2AxCustomer.pkg) finishes downloading, double-click it to open the GoToAssist Installer wizard.
4. Once the GoToAssist Installer wizard opens, follow the prompts to complete the installation. After you click Install on the Installation Type page, the customer will need to enter their Mac password and click OK to continue.
5. Once Mac Unattended Support (beta) is successfully installed, you will see a “The installation was successful” confirmation message on the Summary page in the GoToAssist Installer wizard. The GoToAssist icon will also appear in the customer’s Mac menu bar, which customers can click to access the GoToAssist Customer application.
   h4. New Data Collection Application (previously the Crawler Application)
6. On the GoToManage Monitoring web application, a new Data Collection application has replaced the former Crawler application. The new Data Collection application contains the following features:
   • LAN Data Collection – This allows you to gather diagnostic information about machines in a network by using the GoToManage Crawler
     • Note: This section includes the same features previously available in the Crawler application.
   • Off-LAN Data Collection – This allows you to gather diagnostic information about their Unattended Support Machines without using the GoToManage Crawler.
     • Note: This is a new feature; see New Off-LAN Data Collection Feature below for further information).

New Off-LAN Data Collection Feature

• You can now gather configuration and performance data on their Unattended Support Machines without using the GoToManage Crawler by setting up a data-collection schedule for those machines. This allows you to monitor machines that are not on a network, and therefore would not be accessible by the Crawler. You can set up off-LAN data collection using the new Data Collection application on the Monitoring web application.
  • Note: This feature is only available for Windows PCs and servers.

• To set up off-LAN data collection, you can set up a schedule for a group of their Unattended Support Machines. To do so, go to the new Data Collection application, make sure the “Enable Off-LAN Data Collection” check box is selected and then complete the following steps:
  • Note: You must first set up Unattended Support on a machine before you can set it up with Off-LAN Data Collection so that you can select it from the list in step 4.

1. In the Off-LAN Data Collection section, click Add a Schedule to go to the Create Off-LAN Data Collection Schedule page.
2. In the General section, enter a name for the new schedule and select the company from the “Companies” drop-down menu.
3. In the Data Type section, select either the Configuration Data or the Performance Data option. Each option includes the specific diagnostic information that will be gathered upon selecting that option.
   • Note: Only one option may be selected at a time. To gather both configuration and performance data for a group of machines, you should set up 2 separate schedules.
4. In the Computers and Groups section, you can select the machines that you want to be included in your new monitoring schedule by clicking Add Computers and Groups. When the Add Computers and Groups window appears, you can use the left-navigation menu to choose an individual machine or a whole group.
   • To add an entire group and all the machines listed under it, select it in the left-navigation menu and click Save.
   • To add an individual machine, find its group in the left-navigation menu, select it from the list that appears in the right pane and then click Save.
     • Note: Although the Add Computers and Groups page allows technicians to select Mac computers to add to their schedule, the Off-LAN Data Collection feature does not successfully gather diagnostic information from Macs.
5. Once successfully added, the machine will immediately appear on the list of schedules in the For Off-LAN Data Collection section. You can click Add Computers and Groups again to add additional machines or groups. To delete a schedule, you can click its row (so that it highlights in blue) and then click Delete (they can click OK when prompted).
6. Once you add all of your machines, click Save at the bottom of the page. Your new schedule will appear on the list in the For Off-LAN Data Collection section of the Data Collection page.

• You can use the list of schedules in the For Off-LAN Data Collection section to manage your saved schedules in the following ways:
  • To run a scan between its scheduled times, click its row so that it highlights in blue and then click Run Now (schedules will regularly scan the machines listed under them every 24 hours for configuration data and every 15 minutes for performance data).
  • To edit a schedule, they click the schedule’s name to return to its Create Off-LAN Data Collection Schedule page (where originally configured).
  • To disable a schedule without deleting it completely, unselect the check box on the left so that it becomes disabled (grays out). To re-enable it, re-select the check box.
  • To delete a schedule, can click its row so that it highlights in blue and then click Delete (and then OK when prompted).