Frequently Asked Questions

1. With whom I can collaborate remote sessions? 

Collaboration can be done with any technician with "Remote Desktop Admin" privileges. 

2. Can we set the prompt for user confirmation check box to enabled by default and not allow techs to uncheck this?

Yes, this is possible by navigating to tools --> Remote Control --> User Confirmation --> Enable "Make user confirmation permanent"

3. How does the product get the required permissions on the remote computer to execute the tasks? 

The Remote Access Plus agent installed on your remote computer will run with system privileges, hence it will have the required permissions to execute remote control tasks. 

4. How to exchange rights between two technician on a remote control to a client-machine?

The technician who initiates remote connection will have the privilege to swift his control, when additional technician join the same session. 

5. What if there is a remote session that wasn't started by a technician, meaning the user got hacked. Can you find that out from the history too?

Yes there is a audit on this. However, it the tech account is hacked then the audit would say at what time and which technician has taken the remote session. 

6. We do not allow our users access to command prompt. When the technician initiates the remote session, will the admin be access the command prompt?

If you have connected to the machine from the console, yes. You can launch the cmd prompt from quick launch even if the user doesn't have access to open it. It will be opened with the system account privilege.

7I have used the remote control and when i take control the end user cannot see their screen. How do I connect, so both of us can see the screen?

Establishing remote connection does not blacken the remote monitor. Both the end user and the technician will have access to view the screen. If you want to blacken the display on the end user's screen, you can configure it using settings under Remote control.

8We use three monitors per user, some are configured to be in portrait mode while their other monitors are in landscape mode. Will Remote Access Plus display them all?

Remote Access Plus will maintain the orientation and the aspect ratio (Landscape and Portrait format). Ability to view multiple monitors on a single pane is in development phase and will be released soon.

9Where would screen recording be stored? 

Recorded remote sessions will be stored on the Remote Access Plus server. You can locate it from Remote Access Plus web console -> Tools -> Remote Control -> Settings -> History. You can hover the recorded session to find the exact storage location.

10If Chat window is closed accidentally during remote session how do you relaunch a new window?

You can choose to re-initiate the chat session without disconnecting the remote control. Chat session is not a dependent with the Remote Control Session.

11If Chat window is closed accidentally during remote session how do you relaunch a new window?

You can choose to re-initiate the chat session without disconnecting the remote control. Chat session is not a dependent with the Remote Control Session.

12My remote Control screen shows port 8443 conflict, how do I resolve?

Remote Access Plus can identify, if the port allotted for remote control is used by another process. You can modify the port from, Remote Access Plus web console -> Tools -> Remote Control -> Settings -> Port Settings.

13Does the Screen Recording need to be turned on before you establish the remote control session or can it be turned on during the session?

You will have to turn on the Recording feature (from, Remote Access Plus web console -> Tools -> Remote Control -> Screen Recording -> Enable Screen Recording, before initiating the remote session for screen recording to capture.

14To allow multiple tech's to work on same remote connection, does that require additional license for Manage Engine?

Remote Access Plus does not need any specific license for multiple technicians to participate in the same remote session. However the same technician can not try to initiate multiple remote sessions with the same computer simultaneously.

15Will the remote control automatically reconnect after a reboot during the session?

Based on many requests from customers, this feature has been developed and it is currently in testing phase. This should be available in a couple of weeks.

16Is possible to take remote control of a roaming user? If the user is at home without VPN tunnel?

If the  Remote Access Plus agent on the roaming computer is able to reach the Remote Access Plus server's gateway port, then the remote connection can be established. You can verify the port reachability using "telnet".

17If you have keyboard/mouse disabled, does it automatically disable it for the new tech sharing the session? If you leave the remote session and forget to re-enable the mouse/keyboard will it automatically be re-enabled for the user?

"Disable Keyboard and Mouse" is applicable only for the user on the client machine, this does not apply to the technicians. Once the remote session is disconnected the mouse and keyboard will be automatically enabled on the remote computer.

18Can you remote control a desktop that is not logged into and sitting at a ctrl+alt+del screen?

Remote Access Plus allows you to initiate remote session with a computer even when no user is logged on or when the "ctrl+alt+del" screen is active. You use the remote control tool bar to invoke "ctrl+alt+del" screen on the agent computer.

19Wake on LAN only works if the pc is actually powered ON, correct? 

You can use Wake On LAN to wake computers, which are shutdown. However, if you want to wake a computer which is not in the LAN as Remote Access Plus server, you will have to ensure that at least one computer within the same subnet (as the target computer) should be active and have  Remote Access Plus agent installed in it.

20When in a remote control session and installing software, if the user is not an Admin, how can I install software as a remote admin as Admin?

Initiating a remote session using Remote Access Plus does not entitle the user with administrative privileges related to software deployment. You will have to use Remote Access Plus's Software Deployment module to perform this operation. You can perform this operation from, Remote Access Plus web console -> Software Deployment -> Deployment -> Install/uninstall Software -> create configuration -> Package settings.

21During a remote session, I have blacken the remote monitor, is there an indicator showing if the user's screen is blacked out? 

You can check the action icon, if you could see "blacken monitor" is changed to "revoke monitor", then you can feel assured that the remote monitor has been blacked out.

22How do I enable Wake On LAN system?

You can enable it by configuring the settings, You can refer this Wake on LAN document, to know the steps involved in configuring the "Wake on LAN" settings from, Remote Access Plus web console -> Tools -> Wake On LAN. You can also refer this article for more details.

23When launching remote control, I get an error stating "certificate has been revoked from", why? 

You might get this error if you are using java viewer, and running Remote Access Plus in an older version. Remote Access Plus now has deprecated support for Java Viewer, we would recommend you to upgrade Remote Access Plus to the latest version and try using HTML5 viewer.

24What type of files, can i transfer using "File Transfer", and Is there any limitation in the file size? 

You can transfer any type/format of files and there is no restriction on the size of the file.

25I have enabled Wake on LAN on the BIOS, however I find it does not work at time, why?

Wake on LAN might fail, if the target machine belongs to a different subnet. You should ensure there should be at least one machine turned on in that subnet, so that it could act as the WOL proxy for the whole subnet.

26Can we remove reason box while initiating the remote connection? 

Yes, you can remove the reason box from, Remote Access Plus console -> Tools -> Remote Control -> Settings ->disable "log reason for remote control"

27How many technicians can connect to a remote computer simultaneously?

The number of technicians is determined by the number of technician license that you own, however the speed depends on the available bandwidth.