At Zoom, we are hard at work to provide you with the best 24x7 global support experience during this pandemic. As part of this ongoing commitment, please review our updated Support Guidelines.

Using 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

Note: Remote support session will disable simultaneous screen sharing

This article covers:

Prerequisites

  • Zoom Desktop Client
    • Windows: 5.4.3 or higher
    • macOS: 5.4.3 or higher
    • Linux: 5.4.5 or higher
  • Free or Paid account
  • Remote support feature enabled on the meeting host's account

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. 
  1. Start your instant or scheduled meeting.
  2. Click Support  in your meeting controls, then select one of the following options:
  • Request Desktop Control to prompt the remote user to share their desktop.
    • After the request is made, the remote participant will see the following:
    • They may need to accept an additional administrator prompt allowing them access to make changes.

      Note: If the participant is using multiple screens, you can select which screen you want to control.
    • Once the desktop is selected, the host will have remote control of the far ends desktop.
  • Request Application Control to prompt the remote user to share a specific application.
    • After the request is made, the remote participant will see the following:
    • They will be prompted to choose which application to share.

  • Request Computer Restart to prompt the remote user to restart their computer.
    • Once restarted, they will rejoin the Zoom meeting.
  1. Start your instant or scheduled meeting.
  2. Click Support  in your meeting controls, then select one of the following options:
  • Request Desktop Control to prompt the remote user to share their desktop.
    • After the request is made, the remote participant will see the following:
      Note: If the participant is using multiple screens, you can select which screen you want to control.
    • Once the desktop is selected, the host will have remote control of the participant desktop.
  • 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
  • Request Computer Restart to prompt the remote user to restart their computer.
    • Once restarted, they will rejoin the Zoom meeting.