Use the Web Rep Console to Transfer Files to and from Remote Systems

During a session, representatives can transfer, delete, or rename files and directories both to and from the remote system. You do not need to have full control of the remote computer in order to transfer files.

Depending upon the permissions your administrator has set for your account, you may be allowed only to upload files to the remote system or to download files to your local computer. File system access may also be restricted to certain paths on the remote or local system, thereby restricting uploads and downloads to specific directories.

Screenshot of link to prompt user for permissions on File Transfer page in the Web Rep Console on a macOS.

For macOS Catalina (10.15)+ systems, if screen sharing is not enabled, click the link at the top of the File Transfer page to prompt the user for permissions to transfer files.


Screenshot of Action Required prompt in Remote Support Customer Client.

The customer can then grant access when prompted in the Customer Client, and the representative is directed to the correct panes in Settings to update the permissions.



Transfer files by using the upload and download buttons. Review transfer and deletion progress by clicking the plus sign at the bottom of the screen. Download, rename, or delete files by clicking on the More Options icon.

File Transfer Dropdown

To start transferring files to a system, click on the left dropdown and select File Transfer.

Click the Play icon to start transferring files. Then select a place to start browsing from the Volumes column. The breadcrumbs at the top show your current location. Double-click on a directory to open it.

Web Rep File Transfer

File Transfer Tools

Start File Transfer

Stop File Transfer

Start or stop access to the remote device’s file system.


Stop File Transfer

Go up a directory in the selected file system.



Refresh your view of the selected file system.


Create Directory

Create a new directory.


File Upload

Upload a file to a directory.



Download selected files from a directory.


Delete Files

Delete selected files from a directory.


More options

Hover over an item and click for more options, such as downloading, renaming, or deleting a directory or file.

When deleting a file or folder, it is permanently deleted. It is not sent to the recycle bin.