Live Assistance › How to Provide Live Assistance to End Users › Control the End-User Computer Remotely

Control the End-User Computer Remotely

You can take full control of the end-user computer, to perform diagnostic and repair functions remotely. You can see and manipulate everything on the end-user computer, as if you were physically sitting at the end-user desk.

Note: Your administrator establishes security levels for end users. If the end user declines permission for you to control their keyboard and mouse during the assistance session, you can only view their screen. If navigation on their computer is necessary, the end user must perform the activities.

To control the end-user computer

1. Select Remote Control.

   The Remote Control page appears.

2. Wait for the end user to click Accept.

   The end user accepts your request for control.

   Note: Remote Control uses Message Routing Servers to locate the best connection. If connection quality is poor, you can use screenshots and chat to diagnose the end-user computer. Connection quality symbols appear on the interface. For example, an excellent connection appears as green, yellow as fair, and red as poor.

3. (Optional) You can modify the behavior of remote control by opening the session as full screen, setting the scrolling option and switching between the viewing and full control mode.
4. Control the computer and provide live assistance.

   The assistance session completes.

5. Disconnect from the computer.

   The Session Log updates to contain a record of which Remote Control server was used during the session.