Control the Remote System with Screen Sharing in the Web Rep Console

To view and control a customer's screen, use the screen sharing action while in a support session.

Screen Sharing

From the session window, click the Start Screen Sharing button to begin accessing the system.

 

Screenshot of the Action Required prompt in the Remote Support Customer Client.

For macOS Catalina (10.15)+ systems, if remote control is not enabled, click the link at the top of the Screen Sharing page to prompt the customer for permissions. 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.

 

Use any of the following actions while in a session to perform different functions.

Screen Sharing Tools

  The icon allowing you to stop screen sharing.

Stop screen sharing.
  The icon allowing you to take control of a customer's mouse

While viewing the remote computer, start or stop control of the remote keyboard and mouse.

Representatives using a macOS system can send CTRL+Left-Click through the connected screen sharing session to the remote system by using CTRL+CMD+Left-Click.

  The icon allowing you to disable the customer's ability to control their mouse.

If your permissions allow, you can disable the remote user's screen view and mouse and keyboard input. The customer's view of the privacy screen clearly explains that the representative has disabled the customer's view. The customer can regain control at any time by pressing Ctrl+Alt+Del.

Alternatively, disable the customer's mouse and keyboard input while still allowing them to view the screen. When input is restricted, an orange border appears around the customer's monitors, and a message indicates that the representative has mouse and keyboard control. The customer can regain control at any time by pressing Ctrl+Alt+Del.

Restricted customer interaction is available only when supporting macOS or Windows computers. In Windows Vista and above, the customer client must be elevated. On Windows 8, privacy screen is not available, and the representative can only disable the mouse and keyboard.
  The icon allowing you to execute the Ctrl-Alt-Del command.

Send a Ctrl-Alt-Del command to the remote computer.
  The icon allowing you to perform special actions on remote systems.

Perform a special action on the remote system. Based on remote operating system and configuration, available tasks will vary. When operating in elevated mode, some actions can be run in System context. Alternatively, provide an administrative user's credentials to perform a special action in that user context. Canned scripts available to the user appear in a fly-out menu.
  The icon allowing you to toggle a virtual keyboard.

Toggle the virtual keyboard.
  The icon allowing you to take a screenshot.

Take a screenshot. You can save it to a file or to the clipboard.
  The icon allowing you to choose which monitor to display.

Select an alternate remote monitor to display. The primary monitor is designated by a P.
  Icon that allows you to see the customer screen at a scaled size or the actual size.

View the remote screen at actual or scaled size.
  The icon allowing you to select your screen sharing quality.

Select the color optimization mode to view the remote screen. If you are going to be primarily sharing video, select Video Optimized; otherwise select between Black and White (uses less bandwidth), Few Colors, More Colors, or Full Color (uses more bandwidth). Both Video Optimized and Full Color modes allow you to view the actual desktop wallpaper.

The icon allowing you to maximize the window to full screen mode. The icon allowing you to minimize from full screen mode to interface view.

View the remote desktop in full screen mode or return to the interface view. When in full screen mode, special keys are passed through to the remote system. This includes but is not limited to modifier keys, function keys, and the Windows Start key. Note that this does not apply to the Ctrl-Alt-Del command.

Screen Sharing