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Remote support session Follow

Overview

A remote support session allows you to remotely control and restart a Windows or macOS computer. The user initiating the support session can:

  • Request desktop control
  • Request application control
  • Request computer restart

This article covers:

Prerequisites

  • Zoom Desktop Client
    • Windows: 3.5.44008.0314 or higher
    • macOS: 3.5.44022.0314 or higher
    • Linux: 2.0.115900.1201 or higher
  • Free or Paid account
  • Remote support feature enabled

Enabling remote support sessions

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

Account

To enable remote support sessions for all users of in the account:

  1. Sign in to the Zoom web portal as an administrator with the privilege to edit account settings.
  2. In the navigation menu, click Account Management then Account Settings.
  3. Click the Meeting tab.
  4. Verify that Remote support is enabled.
  5. If the setting is disabled, click the toggle to enable it. If a verification dialog displays, choose Turn On to verify the change.
  6. (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.

Group

  1. Sign in to the Zoom web portal as an administrator with the privilege to edit groups.
  2. In the navigation menu, click User Management then Group Management.
  3. Click the applicable group name from the list, then click the Settings tab.
  4. Click the Meeting tab.
  5. Verify that Remote support is enabled.
  6. If the setting is disabled, click the toggle to enable it. If a verification dialog displays, choose Turn On to verify the change.

    Note: If the option is grayed out, it has been locked at the account level and needs to be changed at that level.
  7. (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.

User

To enable remote support sessions for your own use:

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Settings.
  3. Click the Meeting tab.
  4. Verify that Remote Support is enabled.
  5. If the setting is disabled, click the toggle to enable it. If a verification dialog displays, click Turn On to verify the change.

    Note: If the option is grayed out, it has been locked at either the group or account level. You need to contact your Zoom admin.

Using remote support session

Note:

  • If the user on the other end is using a Windows, instruct them to Enable the remote control of all applications in their Zoom Desktop Client settings.
  • During a remote support session, the user that requested control can enter admin credentials in UAC (User Access Control) windows if prompted. 

Click Support  in your meeting controls, then select one of the following options:

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:

They may need to accept an additional administrator prompt allowing them access to make changes.

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

If the participant is using multiple screens, you can select which screen you want to control.

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:

They will be prompted to choose which application to share.

Computer restart

Select Request Computer Restart to prompt the remote user to restart their computer. Once restarted, they will rejoin the Zoom meeting.

 

Click Support  in your meeting controls, then select one of the following options:

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:

If they have multiple desktops, they will be prompted to select which to share.

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

If the participant is using multiple screens, you can select which screen you want to control.

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:

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.