Remote Support Settings

Recording Opt-Out Allowed

Allows a session to continue if the end user rejects recording permissions.

Off

Enable if your organization prioritizes end-user privacy.

Hide User Chat Until First Agent Message

Prevents the end user from using chat until the agent has sent the first message. (Available on Windows only)

Off

Enable this to prevent end users from sending messages until the agent sends the first message.

Focus on Chat Message

Brings the session window forward when a new chat message arrives.

Off

Enable if immediate attention to messages is desired.

Clipboard Default to On when starting remote control

Automatically enables clipboard sharing at the start of remote control.

Off

Enable for convenience; keep disabled if stricter security is preferred.

Remote Control Interference by User

Determines how the application responds if the user interferes with remote control.

Do Nothing

Configure if you need stricter handling or logging of user interruptions.

Show License Agreement

Displays a license agreement to the end user at the start of a session.

On

Leave enabled to comply with legal or organizational requirements.

Session Idle Time-out Seconds

Ends a session after the specified period of no activity.

14,400 (4 hours)

Adjust based on security requirements and usage patterns.

New Session Timeout

Ends a session if no one connects within the set time limit.

Max setting 172,800 (48 hours)

3,600 (1 hour)

Helps avoid abandoned sessions.

Auto-close Timeout Duration (sec)

Closes the application after the session ends.

60

Ensures timely closure; adjust if longer post-session activity is needed.

Auto-close File Retention

Determines whether downloaded files are retained or removed upon auto-close.

Keep

Switch to “Remove” if data protection is a higher priority.

Hides User’s Wallpaper (Windows Only)

Temporarily removes the user’s wallpaper during the support session.

Off

Enable for privacy or minor performance improvements if desired.

Keyboard Mapping

Sets whether the agent’s or user’s keyboard layout is used during remote control.

Agent’s Keyboard Language

Choose based on who primarily needs accurate keyboard input.

Select Screen Policy

Specifies whether agents or users can choose which screen or monitor is shared.

Agent Only

Select “User Only” or “Both” if collaboration in screen selection is needed.

Session ID Length

Determines how many characters the generated session ID will contain.

6

Increase if you require a larger, more unique session ID.

Session PIN Length

Sets the length of the session PIN used for joining.

6

Longer PINs can enhance security if necessary.

Custom Consent Message

Lets you customize the consent screen that end users must accept before joining a session.

Off

Enable if you need to customize the consent message your end users must accept before joining a session.

Session Recording

Records session content, either automatically or by agent choice.

Let the Agent Decide

Enable for auditing or training; observe any relevant privacy regulations.

File Transfer

Allows file exchange between agent and user (bi-directional or one-way).

Bi-Directional

Enable if file sharing is routinely required.

Enable Chat

Activates in-session text chat functionality.

On

Recommended for straightforward communication.

Remote Control

Grants agents the ability to control the user’s device.

On

Essential for remote support scenarios.

URL Invites

Allows agents to send a link for additional participants to join the session.

On

Useful for collaborative troubleshooting; disable if access must be tightly managed.

Laser Pointer

Enables agents to highlight areas on the user’s screen.

On

Aids in guiding and training end users.

UAC Admin Escalation for Windows

Allows the agent to elevate to administrator privileges on Windows.

On

Required for advanced Windows operations.

Log Remote Control Keystrokes

Records all keystrokes, including sensitive data, in the session logs.

Off

Use only if necessary; consider data privacy and security implications.

Windows Tools

Provides agents with access to built-in Windows utilities (e.g., Task Manager).

On

Useful for diagnosing and resolving complex issues.

Reboot and Re-Connect

Enables agents to reboot the device and automatically reconnect to the session.

On

Recommended for quick restarts and post-update confirmations.

Run Terminal Commands

Authorizes agents to execute commands through a command line or console.

On

Necessary for advanced troubleshooting.

Stream Performance Tuning

Enables adjustments to video streaming quality for stability.

On

Recommended to optimize performance under varying network conditions.

Agent Obfuscation

Masks or reduces the agent’s displayed name (e.g., first name + last initial).

First Name and Last Initial

Beneficial for agent privacy and reduced personal exposure.

Reboot in Safe Mode

Allows the agent to reboot the user’s device into Windows Safe Mode.

On

Useful for malware removal or deep system debugging.

Allows Agents to Use Screenshot Tool

Permits agents to capture screenshots during the session.

On

Enable if capturing evidence or documentation is part of the support process.

Whiteboard Screen Drawing

Enables on-screen annotation by the agent.

On

Facilitates visual instruction and user engagement.

Agents Can Pre-request Remote Control on Desktops

Lets agents request remote control access prior to the session starting.

On

Streamlines the workflow for immediate remote assistance.

Agents Can Pre-request Admin Permissions on Desktops

Allows agents to request administrative rights at session initialization.

On

Recommended if frequent administrative tasks are required.

Enabled Auto-login Feature

Stores user credentials to enable automatic logins.

Off

Use only if it aligns with security and convenience requirements.

Privacy Curtain

Temporarily obscures the user’s screen; can be overridden by pressing Ctrl+Alt+Del.

Off

Enable if user-screen privacy is essential.

Network Diagnostic Info

Displays additional network information in the agent viewer.

Off

Enable if in-depth network troubleshooting is needed.