1. If the device is active and the connection is valid, the window is enabled Support Session. Support session becomes state Authoritative with basic device information and actions that can be performed during the support session (Take Remote Control, Request Authorization, Deauthorize Support Session, and 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, Laptop or Server

Actions Allowed in an Authorized Support Session

At any time during the authorized support session, the following actions may be performed:

Icon	Action	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.
	Deauthorize Session	This action deauthorizes the support session, terminating ongoing file transfers and closing the remote control session if it is active.
	File Transfer	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 of a support session expires after four (4) hours (default) or based on the configured custom time View Support Session Customization. To reauthorize the session, click the Request Authorization icon.

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.