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 tool is useful for IT tech support, instructors teaching computer sciences and programming, or any other course where hands-on is beneficial.
Enable Remote Support
- Navigate to Settings on the left side of the page.
- Click the Meeting tab
- Click on In Meeting (Advanced)
- Locate the Remote Support setting.
- Enable setting. If the option is greyed out, contact support@ccctechconnect.org or your college Zoom admin.
Using Remote Support - MacOS
- Start meeting.
- 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.
- If Advanced Sharing Options window opens, under Who can share? select All Participants radio button.
- After the request is made, the remote participant will see the following:
Notes:- 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's desktop.
- The remote support session ends when the participant quits sharing their screen.
- Request Desktop Control to prompt the remote user to share their desktop.
- Request Application Control to prompt the remote user to share at least one specific application.
- Request Computer Restart to prompt the remote user to restart their computer.
- Once restarted, they will rejoin the Zoom meeting.
Note:
- if the user selects Deny for any of the three options, the support agent will receive a message in the upper right of their live meeting window.
Using Remote Support - Windows
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.
- Sign in to the Zoom Desktop Client.
- Click your Profile Picture.
- Click Settings from the pulldown menu.
- Click the Share Screen tab on the left navigation pane.
- Tick the box Enable the remote control of all applications.
- Click the X on the top right to close Settings.
- Start a meeting.
- Click Support in your meeting controls, then select one of the following three bulleted options:
- Request Desktop Control to prompt the remote user to share their desktop.
-
- If Advanced Sharing Options window opens, under Who can share? select All Participants radio button.
- 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.
- Request Computer Restart to prompt the remote user to restart their computer.
- Once restarted, they will rejoin the Zoom meeting.
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