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Remote Support Sessions
WebWorkstationUse an endpoint's detail view for remote support. The actions available to you depend on the endpoint's online state, your technician scope, and any secure-session or hardware-authenticator prompt.
Start with the endpoint
- Open ZynoRMM > Endpoints and select the managed device.
- Confirm the device name, organization, and Last Seen time on Summary.
- Select the tab for the task: Screen, Terminal, Files, or Network.
- Complete the secure technician-session or hardware-authenticator prompt when ZynoRMM requests it.
An offline endpoint cannot start a live support session. Its most recently reported inventory may still be visible, but it is not a live connection.
Screen and control
Use Screen to view a selected endpoint display. Control-related actions, such as input, clipboard, display switching, blanking, or secure-attention requests, are separate from simply viewing the screen and may be restricted by the endpoint or your access.
More than one technician can observe an active screen session, but only one technician has active control at a time. Use the session chat to coordinate with the end user when it is available.
If the endpoint is being used by someone, explain the work before taking control. On systems that require screen-capture or input permissions, the endpoint user or local administrator may need to complete that operating-system prompt.
Capture a screenshot
Use a screenshot when you need a current visual check without starting a full screen-sharing session. ZynoRMM can capture a one-time, low-resolution image of each connected display. Screenshot capture is a secure action; confirm the endpoint and support purpose before you request it.
Terminal, files, and network
- Terminal is for interactive troubleshooting. Review the target endpoint and command before sending it; a terminal session is not a queued script.
- Files lets authorized technicians browse and transfer endpoint files. Transfer only the data required for the support task and follow your organization's handling rules for customer files.
- Network presents endpoint-specific interface and diagnostic tools. Its results are observations from that endpoint and are separate from the background Network Discovery inventory.
- Network tunnels create an authorized TCP path through the endpoint to reach a service on its remote network. Confirm the destination and close the tunnel when the support task is complete.
End the session when the support task is complete. A dropped connection, lost authorization, or endpoint restart also ends the live session; reopen it only after confirming the endpoint and task again.
Attended support
When attended support is enabled for your RMM environment, a manager can issue a one-time support code for a customer who does not yet run a managed agent. The customer enters the code in the support application and must approve the requested session before remote screen or terminal access starts.
An attended session is temporary and is bound to the technician who issued it. It is not an enrolled managed endpoint, and a customer decline, timeout, or session end is final for that request. Follow your organization's separate approval process before converting an attended device to managed RMM.
Common issues
| Problem | What to check |
|---|---|
| The Screen, Terminal, or Files tab is locked | Complete the secure technician-session or hardware-authenticator prompt. |
| A screen session connects but shows no usable image | Confirm the endpoint is online, its operating-system capture permission is granted, and the correct display is selected. End and reopen the session if it remains unavailable. |
| Remote input does not work | Confirm that control is enabled for the session and that the endpoint has the required local permission. |
| A file transfer fails | Check the endpoint connection and retry only after confirming whether the transfer completed. Avoid assuming that a partially completed upload is safe to repeat. |
| The customer does not receive or approve attended support | Confirm the code has not expired and ask the customer to complete the prompt. Create a new session only after the previous request has ended. |