Have AFAS Support also look via GotoAssist

It may be the case that an AFAS Support employ wants to share your screen via GotoAssist. Costs may be linked to this method.

There are two options in using GotoAssist. You use GotoAssist on your own system or your network administrator can roll out GotoAssist in the organisation. For this, you use GotoAssist Corporate.

To start your session, go to:

https://klant.afas.nl/meekijken (Dutch customers)
https://klant.afas.be/meekijken (Belgian customers, Flemish)
https://client.afas.be/support (Belgian customers, Walloon)

Enter your code and start the session.

Below you will find an overview with frequently asked questions about GotoAssist. You can also consult the questions on the GotoAssist website.

Apple Mac

Carry out the steps on this page.

Contents

I can't share my screen with an AFAS Support employee

Check the following:

JavaScript has not been activated on the workstation.
Advice: Contact the system administrator to resolve this problem.
A firewall is used in the organisation's network that blocks one or more of the following ports:
- TCP-Port 8200
- HTTPS-Port 443
- HTTP-Port 80
Advice: Contact the system administrator to resolve this problem.
Access restrictions have been set on the workstation and therefore the GotoAssist may not be downloaded or installed.
Advice: Contact the system administrator to resolve this problem.
Restrictions have been set on the server and therefore it is not possible to share your screen.
Advice: Start the sharing of your screen from a workstation and take over the relevant server with this workstation.

The connection with GotoAssist does work, but the performance leaves a lot to be desired

The system administrator can optimise the connection.

Go to: the following website:
https://support.logmeininc.com/gotoassist-corporate/help/connection-wizard-gta130007
Execute the 'GotoAssist Connection Wizard'.

The following message will be displayed when the user starts a GotoAssist session: 'OS Not Supported'

This message will be displayed when the operating system does not meet the minimum system requirements. The requirements are listed below.

Windows

Operating system: Windows 7 or later
Windows Server 2008, 2008 R2, 2012. Both the 32-bit and 64-bit Windows versions are supported.
Web browser. The following browsers are supported with the minimum version given below:
- Mozilla Firefox 20.0
- Internet Explorer 8.0
- Apple Safari 6.0
- Google Chrome 20.0
Software: GoToAssist Corporate HelpAlert
Processor: Minimum of 1 GHz on Intel Core Duo
Memory: Minimum of 1 GB RAM
Video Card: Minimum of 128 MB RAM

Apple Mac

Operating system: Mac OS X 10.5 (Leopard)
Web browser. The following browsers are supported with the minimum version given below:
- Mozilla Firefox 20.0
- Apple Safari 6.0
- Google Chrome 20.0
Processor: Minimum of 1 GHz on Intel Core Duo
Memory: Minimum of 1 GB RAM
Video Card: Minimum of 128 MB RAM

Internet connection

Stable Internet connection (minimum of 64 kbit/s) with a cable modem (ISDN, DSL or better).

Server

The system must be able to make a connection with the components below.

Server
*.citrixonline.com | *.gotoassist.com | *gotoassist.me | *expertcity.com *.citrixonlinecdn.com | *.gofastchat.com
Ports (outgoing)
TCP Port 8200 | HTTPS Port 443 | HTTP Port 80
Proxy server support
HTTP server, SOCKS server
Detection: system settings
Proxy servers with authentication
Automatic Windows Authentication (Kerberos, NTLM)
Access data entered by the user (Digest, Basic)

Is the GotoAssist plug-in safe

Citrix online regularly carries our virus checks.

A security warning may occur on the system when downloading .exe files (when you click 'Continue' during the process).

What is the file size of the file to be downloaded for starting the session to share your screen

The file size is 429 - 544 Kb depending on the GotoAssist configuration.

Whitelist

If there are issues with GotoAssist, the administrator in your organisation can, if required, include the following components in a whitelist:

AppSense:

NPAPPDETECTOR.DLL
GOTOASSIST_CORPORATE_CUSTOMER.EXE
G2ACOMBINEDCUSTOMERCHAT2WAY.DLL
G2AINSTALLER.EXE
G2ARESOURCE_EN.DLL
G2ARESOURCE_NL.DLL

Application Control Policies in the app locker of a product:

%LocalAppData%\*\CommAgent.exe
%LocalAppData%\*\DbgComm.exe
%LocalAppData%\*\ECWizUI.exe
%LocalAppData%\*\g2ac_chat.exe
%LocalAppData%\*\g2ac_comm.exe
%LocalAppData%\*\g2ac_hostnoui.exe
%LocalAppData%\*\g2ac_installer.exe
%LocalAppData%\*\g2ac_launchercustomer.exe
%LocalAppData%\*\g2ac_remotediagnostics.exe
%LocalAppData%\*\g2ac_service.exe
%LocalAppData%\*\g2ac_sessioncontrol.exe
%LocalAppData%\*\g2ac_uicustomer.exe
%LocalAppData%\*\g2ac_view.exe
%LocalAppData%\*\GoToAssist_Corporate_Customer.exe
%LocalAppData%\*\StartUI.exe
C:\Program Files (x86)\Citrix\Launcher\CitrixOnlineLauncher.exe

Citrix users must whitelist the following file:

gotoassist_corporate_opener.exe

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