The safest place to get apps for your Mac is the App Store. Apple reviews each app in the App Store before it’s accepted and signs it to ensure that it hasn’t been tampered with or altered. If there’s ever a problem with an app, Apple can quickly remove it from the store.

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Installing the full-featured GoToWebinar desktop app onto your computer allows you to get the most out of your meetings. Note that when you start or join a webinar, the GoToWebinar software download will begin automatically unless you are on an unsupported system or if the organizer has scheduled a Webcast webinar. Note: To support customers that join standard support sessions from a Mac running macOS Catalina (10.15) or later, the representative must be running HelpAlert v11.9.11, b1379 or later. The installation package includes the following components: GoToAssist Corporate Customer desktop application.

If you download and install apps from the internet or directly from a developer, macOS continues to protect your Mac. When you install Mac apps, plug-ins, and installer packages from outside the App Store, macOS checks the Developer ID signature to verify that the software is from an identified developer and that it has not been altered. By default, macOS Catalina and later also requires software to be notarized, so you can be confident that the software you run on your Mac doesn't contain known malware. Before opening downloaded software for the first time, macOS requests your approval to make sure you aren’t misled into running software you didn’t expect.

Running software that hasn’t been signed and notarized may expose your computer and personal information to malware that can harm your Mac or compromise your privacy.

The warning messages displayed below are examples, and it's possible that you could see a similar message that isn't displayed here. Please use caution if you choose to install any software for which your Mac displays an alert.

View the app security settings on your Mac

By default, the security and privacy preferences of your Mac are set to allow apps from the App Store and identified developers. For additional security, you can chose to allow only apps from the App Store.

In System Preferences, click Security & Privacy, then click General. Click the lock and enter your password to make changes. Select App Store under the header “Allow apps downloaded from.”

Open a developer-signed or notarized app

If your Mac is set to allow apps from the App Store and identified developers, the first time that you launch a new app, your Mac asks if you’re sure you want to open it.

An app that has been notarized by Apple indicates that Apple checked it for malicious software and none was detected.

If you see a warning message and can’t install an app

If you have set your Mac to allow apps only from the App Store and you try to install an app from elsewhere, your Mac will say that the app can't be opened because it was not downloaded from the App Store.*

If your Mac is set to allow apps from the App Store and identified developers, and you try to install an app that isn’t signed by an identified developer and—in macOS Catalina and later—notarized by Apple, you also see a warning that the app cannot be opened.

If you see this warning, it means that the app was not notarized, and Apple could not scan the app for known malicious software.

You may want to look for an updated version of the app in the App Store or look for an alternative app.

If macOS detects a malicious app

If macOS detects that software has malicious content or its authorization has been revoked for any reason, your Mac will notify you that the app will damage your computer. You should move this app to the Trash and check 'Report malware to Apple to protect other users.'

If you want to open an app that hasn’t been notarized or is from an unidentified developer

Running software that hasn’t been signed and notarized may expose your computer and personal information to malware that can harm your Mac or compromise your privacy. If you’re certain that an app you want to install is from a trustworthy source and hasn’t been tampered with, you can temporarily override your Mac security settings to open it.

If you still want to open an app for which the developer cannot be verified, open System Preferences.*

Go to Security & Privacy. Click the Open Anyway button in the General pane to confirm your intent to open or install the app.

The warning prompt reappears, and if you're absolutely sure you want to open the app anyway, you can click Open.

The app is now saved as an exception to your security settings, and you can open it in the future by double-clicking it, just as you can any authorized app.

Privacy protections

macOS has been designed to keep users and their data safe while respecting their privacy.

Gatekeeper performs online checks to verify if an app contains known malware and whether the developer’s signing certificate is revoked. We have never combined data from these checks with information about Apple users or their devices. We do not use data from these checks to learn what individual users are launching or running on their devices.

Notarization checks if the app contains known malware using an encrypted connection that is resilient to server failures.

These security checks have never included the user’s Apple ID or the identity of their device. To further protect privacy, we have stopped logging IP addresses associated with Developer ID certificate checks, and we will ensure that any collected IP addresses are removed from logs.

In addition, over the the next year we will introduce several changes to our security checks:

• A new encrypted protocol for Developer ID certificate revocation checks
• Strong protections against server failure
• A new preference for users to opt out of these security protections

* If you're prompted to open the app in Finder and you're sure you want to open it despite the warning, you can control-click the app, choose Open from the menu, and then click Open in the dialog that appears. Enter your admin name and password to open the app.

HELP FILE

Use the GoToAssist Expert Desktop App (Mac)

Agents can download and install the GoToAssist Expert desktop application for Mac to host attended and unattended support sessions with customers on their computer. Once installed, agents can launch the application to see the GoToAssist Viewer , where they can see the customer's screen and use the options in the Viewer toolbar to support customers.

Gotoassist Remote Support Catalina

Once the GoToAssist Expert desktop application is installed, it will automatically launch. The desktop app is made up of 2 basic components, as follows:

• Use the Viewer window and its features.
• Use the Application menu and its features.

Use the Viewer window

The Viewer window is the main application window of the GoToAssist Remote Support software. It features a persistent toolbar along the top of the GoToAssist application window that allows agents to use all the available session tools, as well as options in the Application menu.

Go To Assist Catalina

Use the Application menu

Mac agents can find and open the application to access an additional menu in the top navigation called the Application menu, which includes the options listed below. Please note that you must click on the GoToAssist Expert application in order for 'GoToAssist Expert' to appear as the active application in the Menu bar.

Features from the Viewer toolbar and Application menu

Note: Drawing tools is not supported on the agent desktop app for Mac. Additionally, features marked with *** are only available when connected in a support session with a Windows computer.

• Start an Attended Support Session

  • From the Viewer toolbar, click the Session icon and select Start Session to create a new attended support session.
  • From the Application menu, select Session > Start Support Session.

• Join a Session

  • From the Viewer toolbar, click the Session icon and select Join Session to join an attended session as a customer, or join an existing session hosted by another agent (i.e., session collaboration).
  • From the Application menu, select Session > Join Session.

• Invite Technicians

  • From the left navigation of the Viewer toolbar, click the Session Settings icon and select Invite Technicians, then choose Copy Session URL or Email Session URL to invite another agent to your active session.
  • From the Application menu, select Session > Invite Technicians > Copy Session URL or Email Session URL.

Gotoassist Catalina

• Manage and Connect to Unattended Support Computers

  • From the Viewer toolbar, click the Unattended Support icon and select View Unattended Computers to view your list of Unattended Support Computers and manage or connect to them.
  • From the Application menu, select Window > My Unattended Computers.

• Use Screen Sharing

  • From the Viewer toolbar, click the Screen Sharing icon and select View Customer's Screen, Share My Screen, Stop Screen Sharing, Blank Screen***, or any of the additional Viewer sizing options in the menu as your screen sharing options.
  • From the Application menu, select Screen Sharing > View Customer's Screen, Share My Screen, Stop Screen Sharing, or Blank Screen***.

• Reboot or Reboot in Safe Mode***

  • From the Viewer toolbar, click the Tools icon and select Reboot or Reboot in Safe Mode*** to begin the process of rebooting your customer's computer.
  • From the Application menu, select Tools > Reboot or Reboot in Safe Mode***.

• Run as a Service***

  • From the Viewer toolbar, click the Tools icon and select Upgrade to Run as a Service to allow the support session to run as a service (instead of an application) and gain access additional features during your session.
  • From the Application menu, select Tools > Upgrade to Run as a Service.

• Set Up Unattended Support

  • From the Viewer toolbar, click the Unattended Support icon and select Set Up Unattended Support to begin the process of installing unattended access on the customer's computer.
  • From the Application menu, select Tools > Set Up Unattended Support.

• Send Ctrl-Alt-Delete***

  • From the Viewer toolbar, click the Ctrl-Alt-Del icon to instantly send the Ctrl-Alt-Delete command to the customer's computer.
  • From the Application menu, select Tools > Send Ctrl-Alt Delete.

• Send Chat Messages

  • From the Viewer toolbar, click the Chat icon to launch the Chat window on the agent side and send chat messages to the customer.
  • From the Application menu, select, Window > Chat.

• Create Session Notes

  • From the Viewer toolbar, click the Notes icon to launch the Notes window and create session notes.
  • From the Application menu, select Window > Notes.

• Run Diagnostic Reports

  • From the Viewer toolbar, click the Diagnostics icon to gather diagnostic report information about the customer's computer.
  • From the Application menu, select Window > Diagnostics.

• Use File Transfer

  • From the Viewer toolbar, click the File Transfer icon and select Send Files to..., Get Files from..., or Display Status as your file transfer options.
  • From the Application menu, select File Transfer > Send Files to..., Get Files from..., or Display Status.

• Preferences

  • From the Viewer toolbar, click the Preferences icon to use the Preferences options to determine how you want Remote Support to perform.
  • From the Application menu, select GoToAssist Expert > Preferences.

• Check for Update

  • From the Application menu, select GoToAssist Expert > Check for Update to manually scan for new updates for the agent application. Please note that you must close all active sessions in order to select Check for Update, otherwise this option will be grayed out.