GoToAssist

What is GoToAssist?
 
GoToAssist is a Live Remote Assistance tool utilized by WellSpan IS to troubleshoot computer issues. With the user's approval, it gives IS personnel the ability to view and manage remote computers. The user is in full control of the computer at all times and has the ability to end the screen-sharing session at any time.
 
How to Get Support:
 
If there is a support question, call the WellSpan Help Desk at x5555 and a WellSpan IS Support Analyst will assess the issue. If the WellSpan IS Support Analyst determines that a GoToAssist session should be initiated, you will be directed to the process below.
 
Answers to security questions and system configuration requirements can be found on the FAQ page. A demonstration of a screen-sharing session can also be found on the FAQ page.
 
How The Process Works:
 
    Step 1:  To initiate a GoToAssist session, a WellSpan IS Support Analyst will provide you with a unique connection code and direct you back to this page. After accepting the terms on this page, a pop-up window will appear. Please enter the unique code in the field and click the Start Session button to initiate the screen-sharing session. (Note: You may have to disable any pop-up blockers to allow this to launch.)
 
Step 2:  You may be prompted to download a small virus-free plug-in. If you receive a yellow information bar stating 'To help protect your security, Internet Explorer has restricted this page from running scripts or ActiveX controls that could access your computer. Click here for options...' Please right-click and choose 'Allow Blocked Content' to proceed.
 
Step 3:  With your permission, the WellSpan IS Support Analyst will be able to view your screen and share control of your mouse and keyboard. The entire screen-sharing session will be recorded for quality purposes.
 
What Is It Utilized For?
 
This tool is solely for supporting WellSpan access and applications including (but not limited to):
· Citrix Access Gateway
· VPN
· Cisco Card Configuration to Home Wireless Network (see additional information below)
· PACS
· Cerner Millennium Applications
· Outlook E-mail
· Citrix Applications
· Access to network drives and files
· Sharepoint Portals
 
Customers With WellSpan issues on non-WellSpan wireless network:
 
Customers are responsible for providing router configurations and security configuration information such as the WPA or WEP key to the WellSpan IS Support Analyst. If the customer is unable to provide this information, WellSpan IS may be limited in providing assistance.
 
Terms of Support:
 
GoToAssist support sessions do not include data backup and WellSpan IS is not responsible for issues related to non-WellSpan applications and/or systems. Customer approval will be required for any data transfer.
 
I Have Read and Accept the Terms
 
 

Are you sure you would like to cancel?

All information will be lost.

Yes No ×

About the provider search

This search will provide you with WellSpan Medical Group and Northern Lancaster County (Ephrata) Medical Group primary care physicians and specialists. If we don’t have a WellSpan Medical Group physician to meet your criteria, the search will expand to include community physicians who partner with WellSpan Medical Group physicians through the WellSpan Provider Network or provide care to patients on the Medical Staffs of WellSpan’s Hospitals.

×