Remote Support Session Follow

Overview

Remote Support Session allows you to remotely control and restart a Windows or Mac computer. The user initiating the support session can:

  • Request Desktop Control
  • Request Application Control
  • Request Computer Restart

Note:  After November 4, 2017 enabling Zoom features uses Tiered Settings. Previously configured settings for the Support Session feature will continue to work in the same way. Changes made by an administrator might affect meetings and webinars that use this setting.

This article covers:

Prerequisites

  • All Free and Paid Accounts
  • The user must enable the Remote Support feature
  • Zoom application must be running version 3.5.44008.0314+ (PC) or 3.5.44022.0314+ (Mac)

Enabling Support Sessions

Note: Remote support session cannot be turned on at the same time as breakout rooms and will disable simultaneous screen sharing

Enable Remote Support on Your Account

To enable the Remote Support feature for all members of your organization:

  1. Sign into the Zoom web portal as an administrator with the privilege to edit Account settings, and click Account Settings.
  2. Navigate to the Remote support option on the Meeting tab and verify that the setting is enabled. 
    If the setting is disabled, click the Status toggle to enable it. If a verification dialog displays, choose Turn On to verify the change.
    EnableRemoteSupport_Account.png
  3. (Optional) If you want to make this setting mandatory for all users in your account, click the lock icon, and then click Lock to confirm the setting.

Enable Remote Support on a Specific Group

To enable the Remote Support feature for all members of a specific group:

  1. Sign into the Zoom web portal as an administrator with the privilege to edit User groups, and click Group Management.
  2. Click the name of the group, then click the Settings tab.
  3. Navigate to the Remote support option  on the Meeting tab and verify that the setting is enabled. 
    If the setting is disabled, click the Status toggle to enable it. If a verification dialog displays, choose Turn On to verify the change.
    EnableRemoteSupport_Group.png
    Note: If the option is grayed out,  it has been locked at the Account level, and needs to be changed at that level.
  4. (Optional) If you want to make this setting mandatory for all users in this group, click the lock icon, and then click Lock to confirm the setting.

Enable Remote Support for your own use

To enable the Remote Support feature for your own use:

  1. Sign into the Zoom web portal and click My Meeting Settings (if you are an account administrator) or Meeting Settings (if you are an account member).
  2. Navigate to the Remote support option on the Meeting tab and verify that the setting is enabled.
    If the setting is disabled, click the Status toggle to enable it. If a verification dialog displays, choose Turn On to verify the change.
    EnableRemoteSupport_User.png
    Note: If the option is grayed out, it has been locked at either the Group or Account level, and you will need to contact your Zoom administrator.

Using Remote Support Session

Click Support in your meeting controls, then select one of the following options:Screen_Shot_2017-11-19_at_8.13.00_PM.png

Desktop Control

Select Request Desktop Control to prompt the remote user to share their desktop. After the request is made, the remote end will see the following:Screen_Shot_2017-11-19_at_8.20.31_PM.png

They may need to accept an additional administrator prompt allowing them access to make changes.
Screen_Shot_2017-11-19_at_8.20.45_PM.png

Once the desktop is selected, the host will have remote control of the far ends desktop.

Application Control

Select Request Application Control to prompt the remote user to share a specific application. After the request is made, the remote end will see the following:
Screen_Shot_2017-11-19_at_8.21.05_PM.png
They will be prompted to choose which application to share.
Screen_Shot_2017-11-19_at_8.21.28_PM.pngScreen_Shot_2017-11-19_at_8.21.14_PM.png

Computer Restart

Select Request Computer Restart to prompt the remote user to restart their computer. Once restarted, they will rejoin the Zoom meeting.
Screen_Shot_2017-11-19_at_8.21.28_PM.png

 

Click Support in your meeting controls, then select one of the following options:Screen_Shot_2017-11-19_at_8.13.00_PM.png

Desktop Control

Select Request Desktop Control to prompt the remote user to share their desktop. After the request is made, the remote end will see the following:
Screen_Shot_2017-11-19_at_8.13.22_PM.png
If they have multiple desktops, they will be prompted to select which to share.
ce05d256-8ec8-4bc7-8425-3c0c4614bbe0.png
Once the desktop is selected, the host will have remote control of the far ends desktop.

Application Control

Select Request Application Control to prompt the remote user to share a specific application. After the request is made, the remote end will see the following:
Screen_Shot_2017-11-19_at_8.15.44_PM.png
They will be prompted to choose which application to share.0ca0b800-aeaa-49b5-a63b-90db5e37bfe9.png

Computer Restart

Select Request Computer Restart to prompt the remote user to restart their computer. Once restarted, they will rejoin the Zoom meeting.
Screen_Shot_2017-11-19_at_8.14.54_PM.png

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