Remote Support Settings

Remote Support Settings Overview

The following section outlines which remote settings are available and how they affect the functionality of the remote support application.

• Session Recording - Determines if the session can be recorded, and if/when recording is enabled.
• Recording Opt-Out Allowed - Allows a session to continue without recording if the end user rejects recording permissions.
• File Transfer - Determines if the session has file transferring enabled, and if the file transfer is bi-directional, agent-to-user, or user-to-agent only.
• Enable Chat - Determines if the chat functionality is enabled.
• Focus on Chat Message - Determines if the application window will get focus every time a chat message is received.
• Remote Control - Determines if a session allows the agent to control the user's device remotely. 
• Clipboard default to on when starting remote control - Determines if clipboard will be on for all agents when using remote control.
• URL Invites - Determines if an agent can invite other agents to the session with a URL link
• Laser Pointer - Determines if an agent can utilize the laser-pointing functionality. 
• UAC Administrator escalation for Windows - Determines if an agent can escalate the session to an administrative level through Windows.
• Log Remote Control Keystrokes - Determines if session remote control keystrokes will be saved to the session log. NOTE: If the agent is entering passwords or sensitive information, this will be contained in the session logs.
• Windows Tools - Determines if the agent sees and can utilize the Windows Tools.
• Reboot and Re-Connect - Determines if the agent can reboot and reconnect to the session on supported devices.
• Run Terminal Commands - Determines if the agent can run ad-hoc commands in the support session.
• Stream Performance Tuning - Determines if the agent can adjust the stream performance to improve session stability.
• Agent Obfuscation - Determines if the agent's name is obfuscated. The agent's full name, first name + last initial, first name only, or "Agent" can be displayed
• Reboot in Safe Mode - Determines if the agent has the capability of rebooting the affected device in safe mode. 
• Allow agents to use the Screenshot tool - Determines if the agent has permission to take screenshots within the session.
• Whiteboard Screen Drawing - Determines if the agent can draw on the user's screen as part of the annotation feature. 
• Agents can pre-request remote control on desktop - Determines if the agent can ask for permission to utilize remote control before the session starts.
• Agents can pre-request administrator permissions on the desktop - Determines if the agent can ask for administrative permissions before the session starts.
  
• Enable auto-login feature - Determines if the auto-login functionality within the session is enabled. This will save the users credentials on the controlled device.
• Keyboard Mapping to Agent or Client language - Determines which language that the keyboard is mapped to(agent/user).
• Privacy Curtain: Allows the agent to gray out an end user's screen while the agent works. The end user can cancel the privacy curtain by hitting ctrl + alt + delete on their keyboard
• Network Diagnostic info - allows the agent to see more network information in the agent viewer.
• Show License Agreement - Prompts the end user with the license agreement upon session start if enabled.
• Session Idle Time-out Seconds - Determines how long a session should remain active/open with no activity. A session will automatically close after this amount of time if no remote input is sent. 
• New Session Timeout - Determines how long a session will remain active if no users connect to the session. The maximum setting is 172,800 seconds.
• Hides user's wallpaper - User's desktop wallpaper will be removed just after support/connect REST call and restored when session is finished.
• Auto-close timeout duration, sec - Duration, in seconds, before the application auto-closes after a session ends. If set to zero seconds, it will disable the auto-close feature.
• Auto-close file retention - Determines whether to retain or remove downloaded files upon automatic client closure.
• Remote Control Interference by User - Determines what the client application should do when a user interferes with Remote Control.
• Select Screen Policy - Determines who can select their screen or monitor to be shared during a session.