HELP FILE

How to Set up Screen Recording

    This article gives guidance to Rescue Administrators.

    Define how and when Remote Control and Desktop Viewing sessions are recorded.

    1. On the Organization Tree, select the Technician Group you want to work with.
    2. Select the Settings tab.
    3. Under Screen Recording, select from the following options:
      Option Description
      Forced screen recording Choose this option to record all Remote Control and Desktop Viewing sessions conducted by members of the selected Technician Group.
      Allow Remote Control when screen recording cannot be saved Choose this option if you want technicians to be able to run Remote Control sessions even if a recording of the session cannot be saved. If you disable this option, technicians can only launch remote control when a recording can be saved on the technician's computer. Furthermore, remote control will end if an error occurs during screen recording.
      Screen recording location Specify a central location to which recorded sessions will be saved. You can save locally, to a network location, to an FTP, HTTP, or HTTPS server, or to a cloud location.
      Examples:
      • Network: \\computer\directorypath. For example, \\support\recordings
      • Local: C:\recordings
      • External server:

        <scheme>://<user>:<pass>@<domain>:
        <port><path><extra>

        where <scheme> is ftp, http, and https. For example, ftp://user:password@company.org:21/recordings
      Restriction: For technicians working on Technician Console for Mac, uploading screen recordings to an HTTP or HTTPS server is not available.
      Tip: User name and password in the URL are only required when the host or proxy requires authentication. When credentials are omitted from URL, the Technician Console will prompt for credentials. Credentials in the URL are allowed, but not recommended.
      Deferred Upload of Screen Recordings By default, screen recordings are uploaded to the screen recording location in real time, as the session occurs. This works well in a high bandwidth environment, but may cause performance issues if a technician is using a low bandwidth connection. Select Deferred Upload of Screen Recordings to temporarily save all screen recordings to the technician’s local drive and then upload them to the screen recording location as bandwidth becomes available. If the Technician Console is closed while uploading a file, it starts the upload process upon restarting the Technician Console. If you select FTP, HTTP, or HTTPS as a Screen recording location, deferred upload is automatically enabled regardless of your settings.
      File Format Recorded sessions can be saved as AVI files or in RCREC format. RCREC is a GoTo proprietary format that must be converted to AVI using the Rescue AVI Converter on a Windows PC. Each AVI option offers similar file size, with some variations in color and smoothness. Experiment to find the best choice to meet your needs. The GoTo encoder (RASC) is designed to offer the highest overall quality, but requires the LogMeIn codec for playback (available for Windows only). Anyone viewing your recordings must have the appropriate codec for the chosen AVI type.
      Note: Rescue 7.50 and later offers MKV/VP8 screen recording method for sessions initiated from the applet. No preinstalled Rescue or Windows codec is needed, no more headaches if codecs are missing on x64 platforms. The recording can be played back with most open source media players without the hassle of converting the recordings.
    4. Save your changes.
      • Click Save changes to apply settings to the current Technician Group
      • Click Save changes to subgroups to apply the settings to the current Technician Group and all of its subgroups
      • Click Save settings to all groups to apply the same settings to all Technician Groups in your organization