HELP FILE
Controlling a Customer's Computer
- How to Remote Control a Customer's Computer
Use Remote Control to operate the customer's device. - How to View a Customer's Desktop without Taking Control
Use Desktop Viewing to view a customer's desktop without taking control of the device. - About Customer User Rights During Remote Control
When you access a customer's computer, you inherit the customer's user rights. As a result, you may encounter support scenarios where the user of the remote device does not have the rights you need to fully support the machine. - How to View the Customer's Computer in Fullscreen Mode
In Fullscreen Mode the customer's display covers the technician's entire display. Fullscreen mode gives you the most realistic "as if you were there" experience. - How to Work with Multiple Monitors
When a technician is supporting a customer who is using multiple monitors, the Cycle Monitors button becomes available on the remote control toolbar. - How to View a Remote Control Session in a Secondary (Tear-Away) Window
By detaching a Remote Control session, you can view the customer's computer in a secondary window outside of the main Technician Console workspace. - How to Change Screen Size During Remote Control
View the customer's display in a way that you find comfortable. - How to Change the Color Quality of the Customer's Screen
Select a lower setting to optimize the amount of information transferred during remote control, or select a higher setting to improve the quality of the image. - How to Magnify a Section of the Customer's Screen
The Magnifying Glass feature opens a box that you move on the customer's screen to view a small area in high resolution without otherwise adjusting your resolution. - How to Open the Windows Task Manager on the Customer's Computer (Ctrl-Alt-Del)
During a remote session, the Ctrl-Alt-Del key combination entered on the technician's computer will only be registered by the client. - How to Copy and Paste Between Devices (Clipboard Synchronization)
Use Clipboard Synchronization to save time and avoid errors by directly copying and pasting information between devices during remote control. - How to Use Local and Remote Keyboard Layouts (Keyboard Synchronization)
Use Keyboard Synchronization to ensure that the text you type appears according to the selected keyboard's layout. - How to Draw on the Customer's Screen
Use the Whiteboard to activate a pencil tool that you can use to draw freehand images on the customer's screen. - How to Use the Laser Pointer
The Laser Pointer is a small red dot that the client-side user moves around the host screen to highlight features for the host-side user. - How to Record Sessions
Follow this procedure to make a recording of all on-screen activity during a Remote Control or Desktop Viewing session. - How to Make a Screen Capture During Remote Control
Create a screen capture of the customer's desktop. You can only capture the entire customer display. You cannot select a specific area to capture.