Remote Support empowers technicians to efficiently address and resolve issues by remotely accessing end-user machines directly from within the Auvik platform.
Auvik Remote Support allows technicians to securely control end-user machines in a browser tab with:
- Keyboard and mouse control
- Support for up to two displays
- Text copy and paste
- File transfer with no size restrictions
- Screen capture
- Session recording
This feature supports macOS (versions 12 to 14), Windows 10+, and Windows Server
2016+ devices. Technicians can run up to two Remote Support sessions per endpoint
simultaneously.
Getting Started with Remote Support
- Log in to the Auvik platform.
- Ensure the Auvik Remote Management is enabled
- Click here for instructions on enabling Auvik Remote Management
- Go to Admin.
- Click on Endpoint
- Click on Agents
- Find the workstation or server from the list or search for the required entity
-
Click on the required endpoint
- Hover over the Remote Management tab (top-right)
-
Click on Remote Support
- The Remote Support Connection pop up will appear
- Use the Connection Type pull down to choose either Collect Silently or Notify User
- Click Connect
A new browser tab will open for your session.
If Notify User was selected, the end user will receive a prompt to approve the session.
- If they accept, you'll gain full visibility and control.
- If they decline, you’ll see the message: “The remote connection was rejected.”
Congratulations - you're remotely connected.
macOS Users: Permission Reminder
macOS users will be prompted to allow screen and audio recording during session initiation. Ensure these permissions are enabled for full functionality.
Remote Support Features
Keyboard & Mouse Control (with Shortcuts)
Gain full control of the remote machine, including use of common keyboard shortcuts.
Seamlessly navigate and troubleshoot as if physically present.
Copy & Paste
Transfer text between your local and remote machines:
- Copy text on your local machine.
- Navigate to the remote session.
- Click Paste Local Clipboard in the toolbar.
Taking Screenshots
Capture still images of the remote machine’s screen:
- Click Take Screenshot from the toolbar.
- The image is saved to your local device.
Screen Recording
Record active sessions for documentation or review:
- Click Start Recording to begin.
- Click Stop Recording to end.
- The file is saved to your local device.
Read-Only Mode
Temporarily disable keyboard and mouse control:
- Click Read-Only Mode to observe without interacting.
- Click again to re-enable full control.
Show Remote Cursor
Toggle visibility of the end user’s cursor:
- Click Show/Hide Remote Cursor to enhance collaboration or focus.
Quality Settings
Adjust resolution and frame rate for optimal performance:
- Click Quality Settings in the toolbar.
- Save your preferences in the pop-up window.
Multiple Displays (coming soon)
Seamlessly switch between dual monitors:
- Use the Display dropdown to select the desired screen.
File Transfer
Move files between your local and the remote device:
- Click File Transfer.
- Browse the remote machine’s file system.
- Click Upload to send files from your local system.