Support Session Follow

  1. Overview

    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.

    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: Support session and Breakout rooms cannot be enabled at the same time.

    Enable Support Session on Your Account

    To enable the Support Session 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 Support Session on a Specific Group

    To enable the Support Session 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 Support Session for your own use

    To enable the Support Session 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 Support Session

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

    • 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:


      Once the desktop is selected, the host will have remote control of the far ends desktop
    • Select Request Application Control ti prompt the remote user to share a specific application. After the request is made, the remote end will see the following:

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