To take remote control of a device, the following must be previously configured:

⚐ Requirements:
- The workstation must have Agent installed either installed or simply as an executable and have the Connection Ports Enabled.
- The workstation must have the server configuration ready and the Agent Settings.
- The specialist must have the Specialist Agent on your device, count on the Connection Ports enabled and have access permissions to the AVS website for device management and support sessions.
-The Support session must be active and authorized.

⚐ Note: On MacOS stations you must ensure that a user session is logged in before attempting the remote takeover.

1. Log in to the AVS website with a user with a specialist role, select the option My Support Sessions, in the Access from the main menu.

2. In the Devices in control Select the support session. If the device is active and authorized. Select the Take Remote Control.

⚐ Note: If the support session is not active or authorized, the “Take Remote Control” button will not be enabled.

3. When confirming the remote takeover, a validation request is sent to the workstation; If successful, a window will pop up showing the image of the remote device through the viewer:

⚐ Notes:
- When entering a device via RDP (Azure Virtual Machine or a physical machine) and at the same time taking remote control by the AVS application, the screen may fail. In that case, the RDP screen cannot be minimized; if the screen has this condition, the AVS viewer will not display the device image and the connection will be lost.
- When taking remote control of a device that has another remote control app open, AVS is not guaranteed to work 100%.
- Two specialists cannot take remote control of a device simultaneously, as there is intermittency on the viewfinder screen.
- When the parameter that allows you to customize the duration of the support session, the time of the remote control session will be associated with the parameterized value.

Actions to be performed in the remote control socket

The actions that a specialist can perform when taking remote control of a workstation are the following:

Typing characters

You can write any character as:

• Lowercase or uppercase characters.
• Special characters.
• Characters with accents.
• ASCII characters.
• Numbers.

The specialist can perform keyboard shortcuts to type a specific character.

⚐ Note: When the specialist moves between the viewer and the other windows of the device with Alt + Tab, the Alt key is activated on the workstation device and all keyboard and mouse actions fail (typing text, clipboard actions, double-clicking a file to open it, etc.). To disable this keyboard function, press the Alt key.

Mouse Actions

You can perform actions with the mouse, such as right or left click and be able to see its effect on the workstation, you can move an element from one side to the other with a sustained right click, you can use the mouse wheel in both directions.

Copy and paste clipboard

You can perform the actions of copying and pasting text from the specialist’s device to the workstation or vice versa, using keyboard shortcuts or by right-clicking.

⚐ Notes:
- When you copy and paste text from one device to another, accents and special characters are not recognized.
- Copying and pasting files cannot be performed through the AVS viewer; You can do this in the File Transfer.

User Account Control (UAC) Questions

When the specialist needs to perform an action that leads to a UAC question, and the user does not have good internet speed, the process of consultation and solution to the UAC question and the return to the main screen can be somewhat delayed.

To optimize the speed of the application, enter in the Viewer Menu, select the option Image quality and in the list that is displayed, the Yield. If you get no response from the viewer with this option or it crashes, log out and take remote control again.

Menu

For a description of the configuration options provided by the AVS Viewer Menu