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Remote Support

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Note: Auvik Endpoint is a product available to current Auvik Network Management subscribers only. Contact our team to sign up for a trial today.

Remote support empowers technicians to efficiently address and resolve any issues by remotely accessing end user machines directly from within the Auvik platform. Our Remote Support feature enables technicians to control end user machines in a browser tab. 

This feature supports up to two displays with standard configuration, grants keyboard and mouse control, facilitates copy and paste operations between technician and end user machines, and even allows for file transfers with no size restrictions. 

Remote Support works on both macOS and Windows machines. 

Using Remote Support

Getting Started with Remote Support 

To get started, ensure you're logged into the platform and have the Auvik Agent installed on the end user's machine. 

Go to the All Endpoints page, located under the Inventory menu. Click on the machine you want to remote into; you’ll be taken to this machine’s Endpoint Dashboard. From this dashboard, hover over the Remote Management tab in the top right corner, and select Remote Support

Screenshot 2024-06-10 at 9.36.34 AM.png

Your Remote Support session will open in another browser tab.

  • Click Connect in the top right to start the session. 

Auvik will prompt the end user for confirmation before starting the Remote Support session. 

While you’re waiting, your screen will look like this: 

Screenshot 2024-06-07 at 12.51.42 PM.png
  • Once they accept the session you’ll be able to see their screen and interact with their machine. To end the session, click Disconnect in the top right.
  • If the user rejects your request to connect, Auvik will not initiate a Remote Support session, and you’ll see a message saying The remote connection was rejected

Ensure the Auvik Agent has permission to record the screen & audio (macOS) 

If the End User is on macOS they’ll need to enable permissions to record the screen and audio. When you attempt to connect, the end user will be prompted to enable these settings. 

Remote Support Features 

Keyboard & Mouse Control with Common Shortcuts 

Enhance control of the user's device with intuitive keyboard and mouse functions, including common shortcuts. IT technicians can navigate and troubleshoot remotely, replicating an in-person experience. Execute familiar shortcuts for efficient issue resolution in a responsive desktop environment. 

Copy & Paste 

Effortlessly transfer text from your local machine to the remote endpoint.

  1. Select the text on your local machine. 
  2. Copy using right-click or a keyboard shortcut. 
  3. Go to the Auvik platform's remote endpoint. 
  4. Click Paste Local Clipboard.

Note: Currently, only text copy and paste are supported. 

Taking Screenshots 

Document key information from remote sessions by capturing screenshots from the remote machine. 

  1. Select Take Screenshot from the menu. 
  2. The screenshot is instantly saved on the technician's laptop. 

Screen Recording 

Document and review remote endpoint activities by recording remote sessions.

  1. Choose Start Recording from the menu. 
  2. The screen recording captures ongoing activities instantly. 
  3. Click Stop Recording to conclude the session. 
  4. The recorded screen session is saved on the technician's laptop. 

Read-Only Mode 

Read-Only Mode disables keyboard and mouse control so technicians can observe without interfering. 

  1. Click the Read-Only Mode button to disable interaction. 
  2. In this mode, observe the remote endpoint without influencing operations.
  3. Full visibility into ongoing activities is retained, while actions are temporarily blocked. 
  4. Deactivate Read-Only Mode at any time to return to interactive mode. 

Show Remote Cursor 

Optionally hide the remote cursor. 

  1. Use Show/Hide Remote Cursor to toggle display. 
  2. Enable for insights into end user interactions. 
  3. Click to show or hide the remote cursor for enhanced visibility or focus. 

Quality Settings 

For optimal viewing and performance, the IT technician can customize the quality settings. 

  1. Click Quality Settings for customization. 
  2. Configure resolution and frame rate in the pop-up window. 
  3. Save to experience real-time changes on the screen. 

Dual Displays 

To enhance flexibility and productivity, the IT technician can seamlessly navigate through two displays on the remote endpoint. 

  1. Use the dropdown menu for screen selection. 
  2. Conveniently choose the desired screen. 

The remote screen promptly showcases content for a comprehensive view. 

File Transfer 

Browse the end user’s file system and transfer files to the remote machine.

  1. Click File Transfer to open up the File Browser 
  2. Navigate to a folder on the remote machine 
  3. Choose Upload to upload a file to the remote machine 
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