Remote Control

Remote Control allows an end user to remotely share their device screen with a support team member. This is a fast, efficient way to troubleshoot device issues or resolve incidents without being physically present at the device.

1. Remote control can be done using any HTML5 browser or using the legacy remote control viewer (via full or web console). SoftEng highly recommends using HTML5 remote control.

2. HTML Remote Control is available without using the console. Access HTML Remote Control via any HTML5 browser by entering https://%devicename%:4343 or https://%ipaddress%:4343". Multiple browser tabs can be opened to access multiple machines at a time.

3. Once connected to the remote control session, you have several tools available: On-screen keyboard, Screenshot, Multiple Monitor Selection, Restart, File Transfer, Chat, Clipboard, Settings, Zoom, Exit (see graphic below)

4. When remote controlling a Staff device (Admin/TRT/TAD/TA/LTDH), if the user is logged in they will be prompted to give permission for you to remote control. If no user is logged in, no permission is required. Instructional devices (LTC/LAB/CAD) do not require permissions to remote control.

Best Practice: When remote controlling a Staff device, notify the user beforehand or be on the phone with them. This builds trust with the user and lets them know you are working on their issue. This also alerts them in case they see odd behavior (mouse moving) and gives them time to close out of any sensitive documents.