How to use remote support session in Zoom App

In remote support session

You can remotely control and restart your Windows or Mac computer.

Users who start a support session can:

This page explains the following items.

  • Enable remote support
  • Use remote support session

To use a remote support session

  • All free and paid accounts
  • Users need to enable the Remote Support feature.
  • The Zoom application should be running version 3.5.44008.0314+. (PC) or 3.5.4020.2314+ (Mac)

Activate a support session

Note: The remote support session can not be turned on at the same time as the breakout room and will disable screen sharing.

Set at account level

  1. Sign in to the Zoom web portal as an administrator with permission to edit account settings and click Account Settings .
  2. Go to the Remote Support option on the Meetings tab and make sure the settings are enabled.

    If the setting is invalid, click the status toggle to enable it. When the confirmation dialog is displayed , select [On] to confirm the change.

  1. (Optional) If you want this setting to be mandatory for all users in your account, click the lock icon and click Lock to check the setting.

Set in a specific group

  1. Sign in to the Zoom web portal as an administrator with permission to edit user groups and click Group Management .
  2. Click the name of the group and click the Settings tab.
  3. Go to the Remote Support option on the Meetings tab and make sure the settings are enabled.

    If the setting is invalid, click the status toggle to enable it. When the confirmation dialog is displayed , select [On] to confirm the change.

  1. Note: If the option is grayed out, it is locked at the account level and needs to be changed at that level.

    (Optional) If you want this setting to be mandatory for all users in this group, click the lock icon and click Lock to confirm the setting.

Enable Remote Support for Your Use

  1. Sign in to the Zoom web portal and click Meeting Settings (for account administrators) or Meeting settings (for account members).
  2. Go to the Remote Support option on the Meetings tab and make sure the settings are enabled.

    If the setting is invalid, click the status toggle to enable it. When the confirmation dialog is displayed , select [On] to confirm the change.

  1. Note: If the option is greyed out, you are locked at the group or account level and you will need to contact your Zoom administrator.

How to use remote support session

Windows / Mac

Click Support on the meeting control and select one of the following options:

Request desktop control

  1. Select Request control of desktop to request remote users to share the desktop. After the request, the remote user will see:
  1. The user must accept the message from the administrator to confirm the change permission.

When you select a desktop, the host releases remote control of the remote desktop.

If the participant is using more than one screen, you can choose which screen to control.

Request application control

  1. Select Request control of application to prompt remote users to share a specific application. After the request, the remote user will see:
  1. You will be prompted to select which application to share.

Restart your computer

  1. Select Require computer restart to prompt the remote user to restart the computer.

When it restarts, it returns to the Zoom meeting

 

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