1. If the device is active and the connection is valid, the window is enabled Support Session. Support session becomes state Authoritative with the basic device information and actions that can be performed during the support session (Take Remote Control, Request Authorization, Transfer Files).
⚐ Notes:
- If the device is idle or the connection is invalid, the support session is not authorized and you will receive the message “Unable to connect to the device”.
- When the option requiring customer confirmation is enabled, the support session is not authorized until the customer authorizes.
Basic device information
In the support session you will be able to view the following device features:
| Datum | Description |
|---|---|
| Name | Device Name |
| Serial Number | Unique code for device identification |
| Date of last activity | Last date and time the agent checked in |
| Operating system | Device operating system, can be: Windows |
| Model | The device model |
| Device Type | Device type, can be: Desktop or server |
Actions Allowed in an Authorized Support Session
At any time during the authorized support session, the following actions may be performed:
| Actions | Description |
|---|---|
 Take Remote Control |
Remote control of the selected workstation will be possible. The device must be active and the support session authorized. |
 Request Authorization |
This action allows you to generate authorization for the support session. For authorization to be given, the device must be active, and in case authorization is required from the customer, the customer must accept it. If the device is inactive, the request authorization button will be locked. |
 Connect |
It is only enabled for Windows workstations. This action allows you to initiate the bidirectional transfer of files between devices (workstation and specialist). |
2. Authorization for a support session expires after one hour. To reauthorize the session, click the Request Authorization:
The following image represents the different states in which a support session can be found:
These statuses define whether remote control and file transfer tasks can be set.