Contents x
    Remote Support Settings
    • 21 Jan 2025
    • 3 Minutes to read
    • Print
    • Dark
      Light
    • PDF
    Contents

    Remote Support Settings

    • Updated on 21 Jan 2025
    • 3 Minutes to read
    • Print
    • Dark
      Light
    • PDF
    Article summary

    Behavior & Policy Settings.

    SettingDescriptionDefaultRecommendation
    Recording Opt-Out AllowedAllows a session to continue if the end user rejects recording permissions.OffEnable if your organization prioritizes end-user privacy.
    Focus on Chat MessageBrings the session window forward when a new chat message arrives.OffEnable if immediate attention to messages is desired.
    Clipboard Default to OnAutomatically enables clipboard sharing at the start of remote control.OffEnable for convenience; keep disabled if stricter security is preferred.
    Remote Control Interference by UserDetermines how the application responds if the user interferes with remote control.Do NothingConfigure if you need stricter handling or logging of user interruptions.
    Show License AgreementDisplays a license agreement to the end user at the start of a session.OnLeave enabled to comply with legal or organizational requirements.
    Session Idle Time-out SecondsEnds a session after the specified period of no activity.14,400 (4 hours)Adjust based on security requirements and usage patterns.
    New Session TimeoutEnds a session if no one connects within the set time limit.3,600 (1 hour)Helps avoid abandoned sessions.
    Auto-close Timeout Duration (sec)Closes the application after the session ends.60Ensures timely closure; adjust if longer post-session activity is needed.
    Auto-close File RetentionDetermines whether downloaded files are retained or removed upon auto-close.KeepSwitch to “Remove” if data protection is a higher priority.
    Hides User’s WallpaperTemporarily removes the user’s wallpaper during the support session.OffEnable for privacy or minor performance improvements if desired.
    Keyboard MappingSets whether the agent’s or user’s keyboard layout is used during remote control.Agent’s Keyboard LanguageChoose based on who primarily needs accurate keyboard input.
    Select Screen PolicySpecifies whether agents or users can choose which screen or monitor is shared.Agent OnlySelect “User Only” or “Both” if collaboration in screen selection is needed.
    Session ID LengthDetermines how many characters the generated session ID will contain.6Increase if you require a larger, more unique session ID.
    Session PIN LengthSets the length of the session PIN used for joining.6Longer PINs can enhance security if necessary.

    Feature Enablement

    FeatureDescriptionDefaultRecommendation
    Session RecordingRecords session content, either automatically or by agent choice.Let the Agent DecideEnable for auditing or training; observe any relevant privacy regulations.
    File TransferAllows file exchange between agent and user (bi-directional or one-way).Bi-DirectionalEnable if file sharing is routinely required.
    Enable ChatActivates in-session text chat functionality.OnRecommended for straightforward communication.
    Remote ControlGrants agents the ability to control the user’s device.OnEssential for remote support scenarios.
    URL InvitesAllows agents to send a link for additional participants to join the session.OnUseful for collaborative troubleshooting; disable if access must be tightly managed.
    Laser PointerEnables agents to highlight areas on the user’s screen.OnAids in guiding and training end users.
    UAC Admin Escalation for WindowsAllows the agent to elevate to administrator privileges on Windows.OnRequired for advanced Windows operations.
    Log Remote Control KeystrokesRecords all keystrokes, including sensitive data, in the session logs.OffUse only if necessary; consider data privacy and security implications.
    Windows ToolsProvides agents with access to built-in Windows utilities (e.g., Task Manager).OnUseful for diagnosing and resolving complex issues.
    Reboot and Re-ConnectEnables agents to reboot the device and automatically reconnect to the session.OnRecommended for quick restarts and post-update confirmations.
    Run Terminal CommandsAuthorizes agents to execute commands through a command line or console.OnNecessary for advanced troubleshooting.
    Stream Performance TuningEnables adjustments to video streaming quality for stability.OnRecommended to optimize performance under varying network conditions.
    Agent ObfuscationMasks or reduces the agent’s displayed name (e.g., first name + last initial).First Name and Last InitialBeneficial for agent privacy and reduced personal exposure.
    Reboot in Safe ModeAllows the agent to reboot the user’s device into Windows Safe Mode.OnUseful for malware removal or deep system debugging.
    Allows Agents to Use Screenshot ToolPermits agents to capture screenshots during the session.OnEnable if capturing evidence or documentation is part of the support process.
    Whiteboard Screen DrawingEnables on-screen annotation by the agent.OnFacilitates visual instruction and user engagement.
    Agents Can Pre-request Remote Control on DesktopsLets agents request remote control access prior to the session starting.OnStreamlines the workflow for immediate remote assistance.
    Agents Can Pre-request Admin Permissions on DesktopsAllows agents to request administrative rights at session initialization.OnRecommended if frequent administrative tasks are required.
    Enabled Auto-login FeatureStores user credentials to enable automatic logins.OffUse only if it aligns with security and convenience requirements.
    Privacy CurtainTemporarily obscures the user’s screen; can be overridden by pressing Ctrl+Alt+Del.OffEnable if user-screen privacy is essential.
    Network Diagnostic InfoDisplays additional network information in the agent viewer.OffEnable if in-depth network troubleshooting is needed.


    Was this article helpful?
    What's Next