Screen Share with the Remote Customer for View and Control

Start Screen Sharing

From the session window, click the Screen Sharing button to request control of the remote computer. Options may be available below the button depending on your account settings. Click the gear button to view options.

Leaving all options unchecked requests full screen sharing, which grants view and control of the customer's entire desktop and all applications. If you check View Only, you may see but not control the remote screen. Privacy Screen, available only when Jumping, starts the session with the remote customer's view and control of the system disabled. Checking Customer Chooses Shared Applications, available only when supporting a Windows or Mac computer, allows the customer to limit which applications to share.

If your administrator has set your account to require that the customer select which applications to share, you will only be allowed to request limited screen sharing. Alternatively, you may only be allowed to request full screen sharing, or you may be allowed to choose which level of access to request. Note that a site-wide setting may allow your customer to limit applications after beginning screen sharing, regardless of the level of access requested.

Once the customer has granted permission, the enabled applications of the remote desktop will appear in your window. Your customer can choose to grant you view-only access or, if your permissions allow, full mouse and keyboard control, enabling you to work on the remote computer as if you were really there. You can request to elevate your permission level at any time during the session.

Run Full Customer Client

In a click-to-chat session, you can only chat with the customer and see basic session information. If you need to provide deeper support, request to elevate the session to the full customer client.

 

View Browsers

For browser sharing sessions, screen sharing is available only in limited mode, as only the remote browsers can be viewed. Representatives can still use Annotations to draw on the customer's screen and use the virtual pointer. With browser sharing, the File Transfer, Command Shell, and System Info tabs are not available. If screen sharing recording is enabled, browser sharing sessions are recorded.

Screen Sharing

Screen-sharing Tools

Screen Sharing

Stop screen sharing.

Control

While viewing your customer’s computer, request or stop control of your customer’s keyboard and mouse.

Customer Control

Disable the remote user's mouse and keyboard input. If your permissions allow, also disable the user's view of the remote screen. The user can regain control at any time by pressing Ctrl-Alt-Del. This feature is available only for Windows; in Vista and above, the customer client must be elevated.

Annotations

Annotation tools enable you to guide customers through more complex tasks and to train remote employees, reducing the number of call-backs and lowering training costs. A number of tools are available, including shapes and free drawing.

Reboot Remote Computer

Reboot the remote system in either normal of safe mode with networking, or shut down the remote system. You can also request the end user to enter valid credentials so that after a reboot the representative can log back on with the provided credentials without requiring the customer to be present.

Send Ctrl-Alt-Delete

Send a Ctrl-Alt-Del command to the remote computer.

Run Special Action

Perform a special action on the remote system. Based on remote operating system and configuration, available tasks will vary. When operating in elevated mode, some actions can be run in System context. Alternatively, provide an administrative user's credentials to perform a special action in that user context.

Smart Card

Access a dropdown of available smart card readers on your local system. Use the virtual smart card to perform administrative actions, running programs in another user context or even logging in as another user. To use smart card credentials on a remote system, you must start a session with that system via a Jump Client running in service mode or through a Jumpoint. The appropriate virtual smart card drivers must be installed on both your local system and the remote system, with their services running.

Capture Screenshot

While screen sharing, capture a screenshot of the remote screen or screens at their full resolution. Save the image file to your local system or to your clipboard. The capture action is recorded in the chat log with a link to a locally saved image; the link remains active even after the customer has left the session, but it does not persist in the Bomgar session report.

Clipboard Send

Manually send the contents of your clipboard to the remote computer. This tool icon is not visible if you are permitted to automatically send the contents of your clipboard or if you are disallowed to send clipboard information to the remote system.

Clipboard Get

Manually receive the contents of your clipboard from the remote computer. This tool icon is not visible if you are permitted to automatically receive the contents of your clipboard or if you are disallwoed to receive clipboard information from the remote system.

Select Display

Select an alternate remote monitor to display. The primary monitor will be designated by a P.

Scaled View or Actual Size

View the remote screen at actual or scaled size.

Performance and Quality

View the remote screen in 2-bit gray scale for the lowest bandwidth consumption, 8-bit color for fast performance, 16-bit for a medium quality of image and performance, or 32-bit for the highest image resolution.

Full Screen

View the remote desktop in full screen mode or return to the interface view. When in full screen mode, special keys are passed through to the remote system. This includes but is not limited to modifier keys, function keys, and the Windows Start key. Note that this does not apply to the Ctrl-Alt-Del command.