The Remote View tab of the Session screen will vary depending on the type of device you are connected to.

  • Windows: See Windows.
  • Macintosh: See Macintosh.
  • Android: See Android.
  • iOS: See iOS.
  • No Connection: See No Connection.


Note: See Step Navigation, below, for instructions on viewing Steps within the Remote View tab.


Note: Support.com Cloud automatically begins screen sharing and remote control when you connect to a consumer's computer or device.


Note: You cannot remotely connect to consumer devices if this feature has been turned off by an Administrator. See Remote Control.


Step Navigation

The left side of the Remote View tab contains a pull-out tab.


Clicking this tab expands a view of the Steps within the current Guided Path or Article. If a Step is a Decision Point (see Path View), then a sub-menu with the answers to the question will also appear.


You can:

  • Click the checkmark icon to mark the Step as Complete.
  • Click the X icon to mark the Step as Not Applicable.


Note: Selecting a Decision Point option automatically marks any Step(s) that only apply to other answers as Not Applicable.


Windows

When you are connected to a Windows computer, the Remote View section provides a view of the consumer’s monitor(s) and provides a series of tools to help you diagnose and repair the computer.

Note: Consumers with Windows computers can toggle remote control on and off when connected (see Pausing Remote Control).

From left to right, the Remote View toolbar has the following functions:

  • Path (1): Opens the Path tab. See Path View.
  • Remote (2): Opens the Remote tab.
  • Pop-out (3): Clicking this button pops out the view of the consumer’s monitor(s) to a new window. Closing that window pops the view back in.
  • Zoom (4): This pull-down menu allows you to scale your view of the consumer’s monitor(s). Your zoom setting is maintained if the computer disconnects and then reconnects. The following options are available:
    • Scale to fit: Shrinks or expands the view of the consumer’s entire monitor to fi3ll the space available on your own screen.
    • Actual Size: Shrinks or expands the view of the consumer’s monitor to actual size. The amount of the monitor that appears on your screen will depend on the screen resolutions of both the consumer’s monitor and your own monitor.
    • Custom: You may click the Zoom In (+) or Zoom Out (-) button and/or enter a percentage in the field to zoom in or out to the desired percentage view of the consumer’s monitor.
    • Click and drag slider: You may click and drag the slider to zoom your view of the consumer’s monitor in our out.
  • View (5): If this consumer’s computer has multiple monitors, this pull-down menu allows you to select the monitor(s) to use. Your available options are:
    • All monitors: This option displays all of the consumer’s monitors side by side on your screen, as they appear to the consumer sitting in front of their computer.
    • Monitor 1… Monitor n: You may select a single monitor for viewing. For example, if the consumer has three monitors, then you will see options for Monitor 1, Monitor 2, and Monitor 3.
  • File Transfer (6): Clicking this button opens a File Upload window that allows you to navigate to and upload a file from the consumer's computer.
  • Shortcuts (7): Clicking this button opens a menu with the following Windows commands:
    • Run: Opens the Windows Run prompt, which allows you to run Windows commands by typing the command name and then pressing [ENTER].
    • Desktop: Shows the Windows desktop.
    • Ctrl-Alt-Del: Sends a [CTRL]+[ALT]+[DEL] command to the consumer's computer. This can be used for various purposes such as ending a non-responsive application or restarting the consumer's computer.

      CAUTION: RESTARTING THE CONSUMER’S COMPUTER WILL BREAK THE CONNECTION. YOU WILL NEED TO REESTABLISH THE CONNECTION IN ORDER TO PROCEED AFTER THE COMPUTER COMPLETES REBOOTING. THIS PROCESS MAY TAKE SEVERAL MINUTES TO COMPLETE. A NOTIFICATION APPEARS WHILE   THE MACHINE IS REBOOTING. 

    • Switch Window: Switches the active window between currently-running applications.
    • Start: Opens the Windows Start menu.
    • Windows Explorer: Opens Windows Explorer.
    • Task Manager: Opens Windows Task Manager.
    • Windows Update: Opens Windows Update.
  • Additional Commands (8): Clicking this button opens a menu with the following additional commands:
    • Annotation: The Annotate tool allows you to use a pointer and/or draw directly on the consumer's screen. See Annotation Tool for Windows.
    • Clipboard:Opens a pane that displays the contents of the consumer’s Windows Clipboard, provided that some text has been copied from the consumer's screen. After the text is copied, this icon turns green for a few seconds. Clicking the green icon automatically copies that text to the Agent's Clipboard. You can also press [CTRL]+[C] to copy the contents of the consumer's machine to your own clipboard. You can also press [F8] and then press [CTRL]+[V] within a few seconds to copy the contents of your clipboard to the consumer's machine.
    • Transfer File: Opens a File Upload dialog that allows you to browse the consumer's computer and locate a file to transfer. Support.com Cloud supports file transfers up to 250MB.
    • Push Calling Card: If enabled by an Administrator, clicking this button places a browser shortcut on the consumer's computer that allows the consumer to initiate a session by by opening the shortcut, which will display a phone number they can call for help.
    • Push Survey: Clicking this button displays a Consumer Satisfaction Survey on the consumer’s computer.
    • Device Information: Opens the Device Information popup, which provides details about the consumer's computer and network connection. Click OK to close the popup. See Device Information Popup.
  • Disconnect/Reconnect (9): When the consumer's compute is disconnected, clicking the red Disconnect button disconnects the consumer’s computer from the session. When the consumer's computer is disconnected, clicking the green Connect button reconnects the consumer's computer.
  • Change Path/Article (10): Allows you to abort the current Path/Article and start another one.
  • Chat (11): Allows you to exchange typed messages with the consumer. See Chat.
  • URL field (12): If you need the consumer to visit a specific website, you can enter the complete URL in this field (including the http:// or https:// prefix). You may also type the name of a Windows application to launch that application (see Push URL Commands for Windows Computers.) The down arrow next to this field contains a list of custom URLs configured by the Administrator that you can access with a single click. This is useful for frequently-visited sites and/or sites with complex URLs.
  • Push URL (13): Entering a URL in the URL field and then clicking this button opens the consumer’s default browser on their computer and navigates to the specified URL.
  • Performance/Quality (14): Use this slider to optimize image quality and performance for best results.

The center of the Remote tab displays the view of the consumer’s monitor(s). These views give you complete mouse and keyboard control of the consumer’s computer, as if you were physically sitting in front of that computer.


Annotation Tool for Windows

When you are connected to a Windows computer, clicking the Annotation button (pencil) in the Remote View opens the Annotate menu, which has the following three options:

  • Selecting Laser Pointer displays a red dot on the consumer's screen that you can move around to point out various items.

  • Selecting Whiteboard allows you to draw on the consumer's screen by clicking and holding the left mouse button. Releasing the button stops drawing.

  • Clicking Clear Drawing in the Annotate menu clears the current drawing and allows you to continue using the Whiteboard function.


Macintosh

When you are connected to a Macintosh computer, the Remote View tab provides a view of the consumer’s monitor(s) and provides a series of tools to help you diagnose and repair the computer.


Note: Consumers with Macintosh computers can toggle remote control on and off when connected (see Pausing Remote Control.)



From left to right, the Remote View toolbar has the following functions:

  • Path (1): Opens the Path tab. See Path View.
  • Remote (2): Opens the Remote tab.
  • Pop-out (3): Clicking this button pops out the view of the consumer’s monitor(s) to a new window. Closing that window pops the view back in.
  • Zoom (4): This pull-down menu allows you to scale your view of the consumer’s monitor(s). Your zoom setting is maintained if the computer disconnects and then reconnects. The following options are available:
    • Scale to fit: Shrinks or expands the view of the consumer’s entire monitor to fill the space available on your own screen.
    • Actual Size: Shrinks or expands the view of the consumer’s monitor to actual size. The amount of the monitor that appears on your screen will depend on the screen resolutions of both the consumer’s monitor and your own monitor.
    • Custom: You may click the Zoom In (+) or Zoom Out (-) button and/or enter a percentage in the field to zoom in or out to the desired percentage view of the consumer’s monitor.
    • Click and drag slider: You may click and drag the slider to zoom your view of the consumer’s monitor in our out.
  • More Commands (5): Opens a menu with the following options:
    • Annotation: The Annotate tool allows you to use a pointer and/or draw directly on the consumer's screen. See Annotation Tool for Macintosh.
    • Clipboard: Clicking this button opens a pane that displays the contents of the consumer’s Macintosh Clipboard, provided that some text has been copied from the consumer's screen. After the text is copied, this icon turns green for a few seconds. Clicking the green icon automatically copies that text to the Agent's Clipboard. You can also press [CTRL]+[C] to copy the contents of the consumer's machine to your own clipboard. You can also press [F8] and then press [CTRL]+[V] within a few seconds to copy the contents of your clipboard to the consumer's machine.
    • Transfer File: Clicking this button opens a File Upload dialog that allows you to browse the consumer's computer and locate a file to transfer. Support.com Cloud supports file transfers up to 250MB.
    • Push Calling Card: If enabled by an Administrator, clicking this button places a browser shortcut on the consumer's computer that allows the consumer to initiate a session by by opening the shortcut, which will display a phone number they can call for help.
    • Push Survey: Clicking this button displays a Consumer Satisfaction Survey on the consumer’s computer.
    • Device Information: Opens the Device Information popup, which provides details about the consumer's computer and network connection. Click OK to close the popup. See Device Information Popup.
  • Disconnect/Reconnect (6): When the consumer's compute is disconnected, clicking the red Disconnect button disconnects the consumer’s computer from the session. When the consumer's computer is disconnected, clicking the green Connect button reconnects the consumer's computer.
  • Chat (7): Allows you to exchange typed messages with the consumer. See Chat.
  • URL field (8): If you need the consumer to visit a specific website, you can enter the complete URL in this field (including the http:// or https:// prefix). The down arrow next to this field contains a list of custom URLs configured by the Administrator that you can access with a single click. This is useful for frequently-visited sites and/or sites with complex URLs.
  • Push URL (9): Entering a URL in the URL field and then clicking this button opens the consumer’s default browser on their computer and navigates to the specified URL.

The center of the Remote tab displays the view of the consumer’s monitor. This view gives you complete mouse and keyboard control of the consumer’s computer, as if you were physically sitting in front of that computer

Annotation Tool for Macintosh

When you are connected to a Macintosh computer, clicking the Annotation button (pencil) in the Remote View opens the Annotate menu, which has the following three options:

  • Selecting Laser Pointer displays a red dot on the consumer's screen that you can move around to point out various items.
  • Selecting Whiteboard allows you to draw on the consumer's screen by clicking and holding the left mouse button. Releasing the button stops drawing.
  • Clicking Clear Drawing in the Annotate menu clears the current drawing and allows you to continue using the Whiteboard function.


Android

When you are connected to an Android device, the Remote View section provides a view of the consumer’s monitor(s) and provides a series of tools to help you diagnose and repair the device. Note: Support.com Cloud supports full remote control functionality for Samsung devices running Android 4.2.2 or later.



From left to right, the Remote View toolbar has the following functions:

  • Path (1): Opens the Path tab. See Path View.
  • Remote (2): Opens the Remote tab.
  • Screen Share (3): When you are not connected to a compatible Samsung phone or tablet, this appears instead of the Remote Control function described below. This feature allows you to toggle viewing the consumer’s screen on and off, as follows:
    • When screen sharing is off, checking the Share Screen checkbox displays a remote view of the consumer’s screen. This function is only available when the consumer has the Support.com Cloud application active on their device. If the consumer switches to a different screen or app, the co-browsing will be turned off.
    • When screen sharing is on, clearing the Share Screen checkbox turns the remote view of the consumer's screen off.
  • SeeSupport (4): This function allows you to view live streaming video from consumer Android devices, such as for viewing cable connections. On Android devices, this feature works over both mobile data and WiFi connections.
    • To enable camera streaming, click the green Enable Camera Streaming icon. A confirmation dialogue appears on the consumer's device. Once the consumer approves, the Agent will be able to see live video streaming from the consumer's device.
    • To disable camera streaming, click the red Disable Camera Streaming icon.
    • Clicking an object in the camera view focuses the camera on the clicked object.
    • A slider appears that allows you to adjust image quality vs. performance to optimize your connection with the consumer.

  • Flashlight (not shown): This button appears when SeeSupport is active. Clicking this button toggles the flashlight on the consumer's device on and off.
  • Zoom (5): This pull-down menu allows you to scale your view of the consumer’s screen. Your zoom setting is maintained if the device disconnects and then reconnects. The following options are available:
    • Scale to fit: Shrinks or expands the view of the consumer’s entire monitor to fill the space available on your own screen.
    • Actual Size: Shrinks or expands the view of the consumer’s monitor to actual size. The amount of the monitor that appears on your screen will depend on the screen resolutions of both the consumer’s monitor and your own monitor.
    • Custom: You may click the Zoom In (+) or Zoom Out (-) button and/or enter a percentage in the field to zoom in or out to the desired percentage view of the consumer’s monitor.
    • Click and drag slider: You may click and drag the slider to zoom your view of the consumer’s monitor in our out.
  • Menu (6): Clicking this button opens the Android menu, provided that co-browsing is enabled and the consumer has the Support.com Cloud application running in the foreground on their device. This action is the same as the user pressing the Menu button on their device. You may then perform menu functions on the consumer’s device by clicking in the screen view.
  • Device Information (7): Opens the Device Information popup, which provides details about the consumer's computer and network connection. Click OK to close the popup. See Device Information Popup.
  • Disconnect/Reconnect (8): When the consumer's device is connected, clicking the red Disconnect button disconnects the device. When the consumer's device has been disconnected, clicking the green Reconnect button reconnects the consumer's device.
  • Chat (9): Allows you to exchange typed messages with the consumer. See Chat.
  • URL field (10): If you need the consumer to visit a specific website, you can enter the complete URL in this field (including the http:// or https:// prefix). The down arrow next to this field contains a list of custom URLs configured by the Administrator that you can access with a single click. This is useful for frequently-visited sites and/or sites with complex URLs.
  • Push URL (11): Entering a URL in the URL field and then clicking this button opens the consumer’s default browser on their computer and navigates to the specified URL.


Annotation Tool for Android

When you are connected to an Android device, clicking the Annotation button (pencil) in the Remote View opens the Annotate menu, which has the following two options:

  • Selecting Whiteboard allows you to draw on the consumer's screen by clicking and holding the left mouse button. Releasing the button stops drawing.
  • Clicking Clear Drawing in the Annotate menu clears the current drawing and allows you to continue using the Whiteboard function.


Note: You can also use these functions when SeeSupport is active.




iOS

When you are connected to an iOS device, the Remote View section provides a view of the consumer’s screen and provides a series of tools to help you diagnose and repair the device. Screen sharing begins automatically when you connect to an iOS device.


From left to right, the Remote View toolbar has the following functions:

  • Path (1): Opens the Path tab. See Path View.
  • Remote (2): Opens the Remote tab.
  • Screen Share (3): When you are not connected to a compatible Samsung phone or tablet, this appears instead of the Remote Control function described below. This feature allows you to toggle viewing the consumer’s screen on and off, as follows:
    • When screen sharing is off, checking the Share Screen checkbox displays a remote view of the consumer’s screen. This function is only available when the consumer has the Support.com Cloud application active on their device. If the consumer switches to a different screen or app, the co-browsing will be turned off.
    • When screen sharing is on, clearing the Share Screen checkbox turns the remote view of the consumer's screen off.
  • SeeSupport (4): This function allows you to view live streaming video from consumer Android devices, such as for viewing cable connections. On Android devices, this feature works over both mobile data and WiFi connections.
    • To enable camera streaming, click the green Enable Camera Streaming icon. A confirmation dialogue appears on the consumer's device. Once the consumer approves, the Agent will be able to see live video streaming from the consumer's device.
    • To disable camera streaming, click the red Disable Camera Streaming icon.
    • Clicking an object in the camera view focuses the camera on the clicked object.
    • A slider appears that allows you to adjust image quality vs. performance to optimize your connection with the consumer.

  • Zoom (5): This pull-down menu allows you to scale your view of the consumer’s screen. Your zoom setting is maintained if the device disconnects and then reconnects. The following options are available:
    • Scale to fit: Shrinks or expands the view of the consumer’s entire monitor to fill the space available on your own screen.
    • Actual Size: Shrinks or expands the view of the consumer’s monitor to actual size. The amount of the monitor that appears on your screen will depend on the screen resolutions of both the consumer’s monitor and your own monitor.
    • Custom: You may click the Zoom In (+) or Zoom Out (-) button and/or enter a percentage in the field to zoom in or out to the desired percentage view of the consumer’s monitor.
    • Click and drag slider: You may click and drag the slider to zoom your view of the consumer’s monitor in our out.
  • Survey (6): Clicking this button pushes a satisfaction survey to the consumer.
  • Device Information (7): Opens the Device Information popup, which provides details about the consumer's computer and network connection. Click OK to close the popup. See Device Information Popup.
  • Disconnect/Reconnect (8): When the consumer's device is connected, clicking the red Disconnect button disconnects the device. When the consumer's device has been disconnected, clicking the green Reconnect button reconnects the consumer's device.
  • Chat (9): Allows you to exchange typed messages with the consumer. See Chat.
  • URL field (10): If you need the consumer to visit a specific website, you can enter the complete URL in this field (including the http:// or https:// prefix). The down arrow next to this field contains a list of custom URLs configured by the Administrator that you can access with a single click. This is useful for frequently-visited sites and/or sites with complex URLs.
  • Push URL (11): Entering a URL in the URL field and then clicking this button opens the consumer’s default browser on their computer and navigates to the specified URL.

The area underneath the toolbar displays the view of the consumer’s screen. You can click (tap) the screen, but cannot type.

Annotation Tool for iOS

When you are connected to an iOS device, clicking the Annotation button (pencil) in the Remote View opens the Annotate menu, which has the following two options:

  • Selecting Whiteboard allows you to draw on the consumer's screen by clicking and holding the left mouse button. Releasing the button stops drawing.
  • Clicking Clear Drawing in the Annotate menu clears the current drawing and allows you to continue using the Whiteboard function.



No Connection

When you are not connected to a consumer computer or device, the Path tab displays the currently-selected Path, and the Remote tab appears as follows:


This tab has the Connect to Consumer instructions that display a connection code that will allow you to connect to a consumer’s computer or device. See Connecting to a Consumer Device for instructions on connecting to a consumer's computer or device.