HELP FILE

Connect When Nobody's There

What's the task?
Set up Unattended Access.
How long will it take?
A bit more than five minutes.
What else do I need to know?
Unattended access allows you to connect to a remote computer when no user is present. Sometimes you won’t be able to resolve an issue during a single Rescue session, so just come back later, even if the customer isn’t there.

Try it yourself...

Start a session
Need a refresher? Go to Start a Session (the big number 1).
Click the Unattended Access tab
Tell Rescue how you plan to authenticate to the remote computer
You can choose from the following options:
  • Require valid administrator credentials at the start of every unattended session
  • Use credentials entered by the customer during setup
Set the duration of unattended access
With the settings in this example, you would gain access to the remote computer every day until January 4, 2016.
Click Request Unattended Access
Click Request Unattended Access to submit the request to the customer.
The customer approves the request
Start the unattended session
During the specified time range (or at any time if the permission is indefinite), the technician clicks the Computers icon in the Technician Console, and selects a computer from the list of accessible unattended computers.

The customer’s PC must be powered on and not in sleep mode for the technician to be able to launch an unattended session.

Authenticate
You either log in automatically using customer credentials or authenticate to the unattended computer using Administrator credentials.
Provide Support
Each unattended session begins like any other Rescue session:
  • All tabs are available (according to Technician Group permissions).
  • Remote Control is available, but not active.

At session end, the computer returns to its pre-session status (that is, if it was locked, it will lock).

Need more info?
We have articles with more detailed information about Unattended Access focused on their respective roles for Administrators and technicians.