How to Use Remote support session in Zoom App

This post was most recently updated on July 22nd, 2022

Using Remote support session

With a remote session, you are able to control a Windows or macOS computer remotely and restart it from a distance. You can also send files from the remote session to the remote computer.

  • Control of the desktop should be requested
  • in the form of requesting application control
  • and requesting a restart of the computer

Note:

It is important to note that simultaneous screen sharing will not be allowed during the remote support session.

It discusses the following topics:

  • Remote support through the use of a web-based application

Prerequisites

  • For the Zoom Desktop Client
    • Windows: 5.4.3 or higher
    • MacOS: 5.4.3 or higher
    • Linux: 5.4.5 or higher
  • Free or Paid account
  • Support is available via remote desktop on the host email account

Using remote support session

Windows

Note:

  • If the user on the other end is using a Windows machine, tell him or her to go to Zoom Desktop Client Settings and turn on remote control of all applications.
  • An individual that requests remote support will be prompted by the User Access Control (UAC) window if he or she wishes to input credentials in the meeting.
  1. Start your meeting right away or schedule it for later.
  2. In the meeting controls, click Support, then choose one of the options given below:
  • The best way to get Desktop Control to share the remote user’s desktop is to request that the user be prompted to do so.
    • As a result, the remote participant will see the following after the request has been made:
    • In some cases, they will need to accept a prompt from an administrator asking for their access so that they can make the changes.

      Note:
    • The participant can choose which screen they would like you to control if they are using multiple screens.
    • The host will then be able to remotely control the far end computer’s desktop once the desktop is selected.
  • The remote user should be prompted to share a specific application when they access Application Control.
    • Once the remote user requests to join an application, the following view should be displayed to him:
    • It’s up to them to decide which application they wish to share with others.
  • Request that the remote user restart his or her computer by selecting the Request Computer Restart button.

    • It will take a few minutes for the remote user to rejoin the Zoom meeting after he or she has restarted their computer.

macOS

  1. Start your meeting right away or schedule it for later.
  2. In the meeting controls, click Support, then choose one of the options given below:
  • Ask Desktop Control to ask the remote user whether they would like to share their desktop.
    • When the remote user accepts the request, they will see the following screen:
    • Note:
    • You can select which screen you wish to control from the participant’s multiple screens if they are using multiple screens.
    • The host will then have remote control of the participant’s desktop once the desktop has been selected.
  • In your request, you will ask Application Control to prompt the remote user to allow you to share his applications with you.
    • The remote end will see these results once the request has been made:
    • It will then ask them to select the application they wish to share.
  • The remote user is prompted to restart their computer by requesting the computer restart through Request Computer Restart.

    • The remote user is then redirected back to the Zoom meeting after restarting their computer.