Knowledgebase: General Help
Remote Assistance With Citrix GoToAssist
Posted by John Roberts, Last modified by Nick Tyree on 12 October 2015 12:40 PM

BluegrassNet offers remote assistance in order to assist clients with computer issues via Citrix GoToAssist.  In order to initiate a remote session with a BluegrassNet Technical Support personnel, please use the following steps:

  1. A support ticket is created by calling 502-589-4638, 7am-7pm, Monday through Friday and 10am-6pm, Saturday.  You can also email your request to submitting a support request via email, please be sure to include your name, your call back number, email address for ticket communication and a detailed description of your specific computer issue.  
  2. Once your support ticket is created, a technician will reach out to you and confirm a scheduled time in which to remotely access your computer and assist.  **Please note:  All remote support requests will require the end user to  be at the machine for the duration of the support session unless dismissed by a BluegrassNet Technical Support technician.  No exceptions**
  3. After a mutually acceptable support session time has been scheduled and reached, you will be supplied with a support key.  Open up a Web browser (Internet Explorer, Google Chrome, Firefox or Safari) and access your name and the support key provided by your BluegrassNet Techical Support associate and click "continue".
  4. Your support session will then begin and will conclude when your BluegrassNet Technical Support technician dismisses you, closes the session and gives confirmation that the issue is resolved.  This will be completed either via email or by phone.  You can then close your Web browser ending your remote support session. 

GoToAssist is a Citrix tool that may allow BluegrassNet Technical Support personnel to assist you in fixing problems on your side of the connection, in particular on your computer. This means that our personnel will be able to take control of your computer during this process and while the software is on. If you do not wish to allow this to happen, go back now. If you are willing to allow this, you are agreeing to the following conditions of use: 

This software is provided by your service provider "as is" and any express or implied warranties, including, but not limited to, the implied warranties of merchantability and fitness for a particular purpose are disclaimed. In no event shall the service provider (BluegrassNet), the copyright owner or contributors be liable for any direct, indirect, incidental, special, exemplary, or consequential damages (including, but not limited to, procurement of substitute goods or services; loss of use, data, or profits; or business interruption) however caused and on any theory of liability, whether in contract, strict liability, or tort (including negligence or otherwise) arising in any way out of the use of this software, even if advised of the possibility of such damage.




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