HELP FILE

Providing Remote Support from the Devices Page

    You can start a remote support session on the Devices page from the Pro Devices list.

    Important: Users on a Free plan shall remember, that starting a support session when the user is not present costs one freebie.
    Providing remote support when the remote user is present at the device
    1. Hover over a device in the Pro Devices list.
    2. Click the Remote control option on the right.
    3. When prompted, enter your Signature key.
      Note: Your remote support session is displayed in the Support page of the Console.
    4. The logged in user at the device you want to control can either allow you to control their device or decline it.
      • If the logged in user allows remote control, the remote support session launches.
      • If the logged in user declines remote control the support session is cancelled.
    Providing remote support when the remote user is not present at the device (a.k.a. unattended support session)
    1. Hover over a device in the Pro Devices list.
    2. Click the Remote control option on the right.
    3. When prompted, enter your Signature key.
      Note: Your remote support session is displayed in the Support page of the Console.
      1. A timer is displayed on the screen. If the end-user is present at the remote computer and disregards the support request, click Connect now when the 60 seconds elapse.
      2. A message notifies you that the end-user is not present at the remote computer and you can click Connect now to initiate the session.
        Note: Remote support sessions of this kind can also be initiated on Samsung and LG devices with an Android operating system.
    Article last updated: 15 November, 2022