Providing Remote Support from the Devices Page
You can start a remote support session on the Devices page from the Pro Devices list.
Watch this video on starting a remote support session from the Devices page:
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
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- Hover over a device in the Pro Devices list.
- Click the Remote control option on the right.
- When prompted, enter your Signature key.
Note: Your remote support session is displayed in the Support page of the Console.
- 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)
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- Hover over a device in the Pro Devices list.
- Click the Remote control option on the right.
- When prompted, enter your Signature key.
Note: Your remote support session is displayed in the Support page of the Console.
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- 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.
- 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 devices with an Android operating system.
Article last updated: 14 April, 2023