Remote Support Sessions

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

Sign in to your Zoom account.

1. Navigate to Settings on the left side of the page.
2. Click the Meeting tab
3. Click on In Meeting (Advanced)
4. Locate the Remote Support setting. 
5. Enable setting. If the option is greyed out, contact [e-mail] or your college Zoom admin.

Using Remote Support - MacOS

1. Start 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.
     • 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 Application Control to prompt the remote user to share at least one specific application.
  • After the request is made, the remote end will see the following:
    
  • They will be prompted to choose which application(s) to share.
  • Only the person receiving support can change which of the previously selected applications is currently being shared with support.
• 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.

1. Sign in to the Zoom Desktop Client.
2. Click your Profile Picture.
3. Click Settings from the pulldown menu.
4. Click the Share Screen tab on the left navigation pane.
5. Tick the box Enable the remote control of all applications.
6. Click the X on the top right to close Settings.
7. Start a meeting.
8. 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.
  • 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.