The Remote Desktop Viewer displays your customer’s desktop, just as if you were sitting at it. You are able to run any program, change settings of the PC, or re-boot it.
The Remote Desktop Viewer includes an advanced toolbar. Functions available are described below.
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In the Full Screen mode, the “pin” is used to display or release the I’m OnCall toolbar. |
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Disconnects your Remote Support session. |
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Provides a Refresh view of the customer’s remote computer screen. |
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You can select this function to pass the Ctrl-Alt-Del key combination and reboot the remote computer. |
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Options toolbar
Viewing Modes – allows you to select your preferred desktop viewer screen view during the session.
Color Modes – allows you to select the viewers color settings during the session. 8-bit provides the fastest performance but lowest color resolution.
Local Input - manages
your local keyboard input. By default, local keyboard input is allowed.
Deselecting “Local Input” will disable local keyboard input. Whiteboard - Selecting Whiteboard allows the user to draw on screen by holding down the left mouse button and moving the mouse pointer around. Deselect Whiteboard to return to normal mouse use. Erase Whiteboard - Select Erase Whiteboard to clear the screen of all marking made while using the Whiteboard. File Transfer - Provides the interface to transfer files and folders between your local and remote computers. See File Transfer below Ctrl-Alt-Del - Presented only when your remote computer is Windows 2000, XP, 2003 Server, or Windows Vista. You can select this function to pass the Ctrl-Alt-Del key combination and reboot the remote computer. Refresh - Provides a Refresh view of the remote computers screen.
Disconnect - Closes your Remote Desktop Viewer for this session.
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Fit to Window Viewer Mode - Displays a complete image of your customers remote desktop, scaled to fit within the Viewer. This selection also allows you to size the Viewer to your preference. You do this by clicking the border of the Viewer and dragging till you have achieved the sizing you require. |
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The Viewer will size to fill your screen. In this mode you will only see your customers remote desktop. Your Local PC’s desktop will be hidden as well as the I’m OnCall toolbar. To view the toolbar again, scroll to the top of the screen. Once your cursor has reached the top of the screen, select the “I’m OnCall” toolbar button and the toolbar will present itself. |
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The Viewer will display the actual image of customer’s remote desktop and may require you to scroll to navigate your desktop. |
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Provides the interface to transfer files and folders between your Local computer and the customer you are supporting, the Remote Computer - Select the file(s) or folder(s) you wish to transfer from either the Local or Remote Computer window pane by selecting the file(s) or folder(s) icon, and then drag and drop to the appropriate folder of either the Local or Remote Computer. You can select one or more files and folders in the same folder. - You can delete file(s) and folder(s) or create new folders on either of the two computers
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Opens up a Chat window on both the Technician (local) and the Customer screen allowing for text messages to be sent between computers. |
Cut/Copy and Paste text Between Computers
You can cut/copy and paste text between your customers remote PC and your local PC. This capability exists both ways, remote customer text can be copied to your local PC or your local text copied to the customers remote PC.
Select the text you want to cut or copy by left-clicking you mouse and dragging the cursor over the text.
Right-click your mouse on the selected text and choose Cut or Copy.
Place your mouse in the location where you want to paste the text and left-click your mouse.
Right-click your mouse and select Paste.
Reboot
It is possible to reboot your customers PC. To do this, you will click the Reboot button, available from within the Remote Support Session window that displays on the customers desktop after they have authorized your remote access.
After clicking Reboot, your customers PC will shutdown
and re-start. It is necessary for the customer to be present to enter
any Windows login credentials that are required.
On your end, the Remote Desktop Viewer will disconnect, indicating that
the customers PC has been shutdown and that the remote connection has
been dismantled. In the Remote Session Activity section of your I’m OnCall
screen, click the Start button beside the Session
Code to download the Remote Desktop Viewer again. You will automatically
re-connect with your customers PC once it is back online.
