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How to Share Camera for Live Support

GoTo Resolve Camera Share is a feature in GoTo Resolve (formerly GoToAssist) that lets a remote support agent view a live video feed from a customer’s mobile device camera. It’s often used for troubleshooting physical equipment, hardware setups, or on-site issues that are easier to diagnose visually.

 

HOW TO SET UP FROM CLIENTS SIDE:

Step-by-step: Join GoTo Resolve and share your camera

1)  A key code is required from your technician. 

  • Check your email or text from us and click the GoTo Resolve support link or use the link above.
  • If you don’t see it, reply and ask us to resend the link.

2) Allow the page to open (and accept any browser prompts)

  • If your browser asks to Open GoTo Resolve or Open GoTo, click Open / Allow.
  • If it offers “Run” or “Download,” choose Run/Open.

3) Download and run the GoTo Resolve app (first time only)

Depending on your device:

Windows

  • Click Download (if prompted)
  • Open the file (often in Downloads) and follow prompts
  • If Windows asks “Do you want to allow this app…”, click Yes

Mac

  • Click Download
  • Open the installer and follow prompts
  • If Mac blocks it: go to System Settings → Privacy & Security and click Open Anyway

iPhone / iPad

  • Install GoTo Resolve from the App Store if prompted
  • Return to the link and open it again

Android

  • Install GoTo Resolve from Google Play if prompted
  • Return to the link and open it again

4) Enter the code (if prompted)

  • Sometimes you’ll be asked for a session code.
  • Enter the code we provided and tap Continue / Join.

5) Choose “Camera Share” (Mobile typically does this best)

  • In the GoTo Resolve session options, select Camera Share (wording varies slightly).
  • If you don’t see it, tell the tech what device you’re on—some sessions start in screen share first and then switch to camera.

6) Grant permissions (this is the most important part)

When asked, tap Allow for:

  • Camera (required)
  • Microphone (recommended so you can talk hands-free)
  • Notifications (optional)

On iPhone/iPad, if it asks to allow camera/mic and you tapped “Don’t Allow” earlier:

  • Go to Settings → GoTo Resolve → enable Camera + Microphone

7) Pick the correct camera and start streaming

  • Select Rear Camera (recommended so you can aim at equipment/screens)
  • Tap Start / Share / Begin (wording varies)

8) Keep the session stable

  • Use Wi-Fi when possible.
  • If video freezes: move closer to Wi-Fi or temporarily turn Wi-Fi off and use cellular, or vice versa.
  • Keep the phone unlocked and the GoTo Resolve app open.

Quick troubleshooting

  • “I don’t see Camera Share”
  • You may be on a computer—camera share is easiest on a phone.
  • Ask the tech to send a mobile camera share link (or open the same link on your phone).
  • “Black screen / no video”
  • Check app permissions: Camera allowed
  • Switch from front to rear camera inside the app
  • Close and reopen the app, then rejoin
  • “It says mic/camera blocked by browser”
  • Use Chrome/Edge/Safari (updated)
  • Look for the camera icon in the browser address bar → Allow