GoToAssist FAQ

Frequently Asked Questions
Q:  How does this service work?
A: Once you connect to the service, you are prompted to download a small, self-installing plug-in, which allows your WellSpan IS Support Analyst 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.
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Q: Can the WellSpan IS Support Analyst look through files without my knowledge?
A: Absolutely not. The WellSpan IS Support Analyst sees only what you see and whatever you permit him or her to see on your computer screen. Before the WellSpan IS Support Analyst views your screen, he or she will first ask your permission and request that you close all documents containing private information.
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Q: How is security maintained?
A: At the beginning of a screen-sharing session, you and the WellSpan IS Support Analyst are connected via a communication server. The screen data that is passed between you and the WellSpan IS Support Analyst during a session is highly compressed using proprietary technology that can be viewed only with GoToAssist software. This data is also encrypted using 128-bit Advanced Encryption Standard (AES) encryption. Privacy principles are TRUSTe compliant. After the session has ended, the WellSpan IS Support Analyst can no longer see your screen or access your computer unless you make another explicit request for support.
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Q: What are the minimum requirements for my computer and Internet connection?
A: For the WellSpan IS Support Analyst to view your desktop, your computer should meet these requirements:
·  28.8Kbps or greater Internet connection (56K recommended)
· Required Pentium-class PC running Windows XP, Vista or Windows 2000
· Internet Explorer 6.0 or later (Netscape Navigator and Mozilla Firefox are not currently supported by WellSpan)
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Q: Is the plug-in virus free?
A: Yes, the plug-in is safe. We're as concerned as you are about this issue, so regular virus checks and updates are conducted. This helps us maintain our technology at the highest standard to ensure superior quality service. The warning message you might see on your screen is a default message displayed by your browser when you download executable files. You can feel confident using this plug-in.
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Q: What is the size of the file that I will download to engage in a screen-sharing session with the WellSpan IS Support Analyst?
A: The file size ranges between 329 kb and 580 kb.
Q: Are there any files or folders left on my computer after the session ends?
A: The downloaded file stays on your computer; however, the file is useless without a new "encryption key." To download a new encryption key, you would need to initiate a new session with a WellSpan IS Support Analyst. Screen-sharing sessions have to be initiated by you, not a WellSpan IS Support Analyst.
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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.