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How to provide assistance using Remote Help

How to provide assistance using Remote Help

  1. Technician and user will need to start the Remote Help app. The first time a user runs the app, they will need to sign in and accept the privacy statement.

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  1. The technician clicks the Get a security code button and then has 10 Minutes to give this code to the user who needs help.

  2. The user will enter the code into the Enter Code box in the Remote Help Client.

Technician view

User view

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  1. Now the user sees a waiting screen while the Technician is choosing if they want to Take full control or View screen.

Technician view

User view

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  1. Once the technician has selected their desired action, the user receives a pop-up window displaying the technician’s account details and the requested action (view screen or take control). The user can then choose to allow or decline the connection.

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  1. The user now just sees a simple bar at the top where they can stop the session with X or start a Chat 💬.

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  1. The technician’s toolbar provides access to these functions:

    • Request Control (the admin session button will only display when the technician has taken control of the session)

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    • Select Monitor 🖥️

    • Laser pointer 📍

    • On-Screen Pen 🖊️

    • Fullscreen 🪟

    • Chat 💬

    • Restart machine ↩️ (only in admin mode)

    • Task manager 📟 (only in admin mode)

    • Leave

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  1. If the technician requests control, the user gets the request in his Remote Help bar, where they can Allow or Deny.

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  1. If you need to start an elevated window during a Remote Help session, the UAC prompt will appear on the secure desktop by default. This means your session view will go black and display a ⏸️ symbol, as you cannot see the secure desktop until an Admin Session is enabled.

Technician view

User view

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  1. If the technician needs to enter credentials, they can activate an Admin Session.

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  1. Once the Admin Session is enabled, if a UAC prompt appears, the technician will be able to view and interact with the elevated windows directly.

Technician view

User view

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IMPORTANT

While the Admin Session is enabled you will see a warning message reminding you of closing all elevated windows before leaving the session.

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If the session is closed by the user while an admin session is still active, the user will be signed out immediately. This ensures that all elevated windows are closed, protecting admin credentials.

  1. When the session is terminated by either side, all parties will see a session has ended message.