---
title: "Remote Support Settings"
slug: "remote-support-settings"
description: "This article outlines the available settings for remote support. "
updated: 2026-07-30T20:19:07Z
published: 2026-07-30T20:19:07Z
canonical: "docs.screenmeet.com/remote-support-settings"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.screenmeet.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Remote Support Settings

## Behavior & Policy Settings

| **Setting** | **Description** | **Default** | **Recommendation** |
| --- | --- | --- | --- |
| **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. |
| **Custom Consent Message** | Lets you customize the consent screen that end users must accept before joining a session. *Currently not supported on mobile devices. | **Off** | Enable if you need to customize the consent message your end users must accept before joining a session. |
| **Disable Console Sessions** | Prevents agents from starting sessions outside of your CRM. Applies only to CRM integrations. Does not apply to Beam sessions. | **Off** | Enable if you want all sessions to be started from your CRM. |

---

### Feature Enablement

| **Feature** | **Description** | **Default** | **Recommendation** |
| --- | --- | --- | --- |
| **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** | Gathers additional network information for reviewing in ScreenMeet logs. | **Off** | Enable if in-depth network troubleshooting is needed. |