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How to Record Sessions

This article gives guidance to Rescue technicians.

Follow this procedure to make a recording of all on-screen activity during a Remote Control or Desktop Viewing session.

Before you begin:

The agent's Technician Group must have permission to record sessions.

  1. During Remote Control or Desktop Viewing, click the Screen Recording icon on the Remote Control toolbar.
    Screen Recording
  2. Select Start Screen Recording.

    Result: If you have not yet done so, you will be asked to choose a folder where screen recordings will be saved.

    Note: The customer is prompted during a remote control session when the technician starts screen recording. This prompt is displayed even if the customer previously granted the technician permission to access his computer.

  3. Recording begins. All activity on the customer's screen will be recorded.
  4. To stop recording, click the Screen Recording button again and select Stop Screen Recording.

    Result: Screen recording is ended. The session does not end.

Results: The recording is saved to the assigned location.
Tip: To set the folder where you want to save the recording file, select Options > Screen Recording Folder... .
Note: Recording file format is set in the Rescue Administration Center on the Settings tab. If files are saved to the GoTo proprietary .rcrec format, then you will need to convert them to .avi using the Rescue AVI Converter tool on a Windows PC.
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Article last updated: 27 September, 2022