Elevate Rights in the Customer Client from the Android Representative Console

When a session starts in click-to-chat mode, only chat is available. If you wish to have access to more robust support features such as screen sharing, you must elevate the customer client.

Similarly, if the downloaded customer client is running in user mode, you may not have the depth of access you need. You can elevate the customer client to run with administrative rights, as a system service. Elevating the customer client enables switching user accounts, deploying Jump Clients in service mode, and controlling protected windows and UAC dialog boxes. Elevation does not change the user context of the active user and is not the same as logging out the active user and logging back in as an administrator.

To elevate the customer client, touch the Elevate option from the menu.

Android - Elevate by Using Link

Or, while screen sharing, a message appears at the top of the screen asking to elevate the session. Click the link in the message to receive the Prompt Customer and Provide Credentials options.

 

Android - Elevate by Providing Credentials Android - Enter Credentials for Elevation

If you possess administrative credentials to the remote computer, select Provide Credentials to supply an administrative username and password. Touch OK to elevate the client.

 

Android - Prompt Customer for Elevation Privileges

Alternatively, you can touch Prompt Customer to send a request to the customer to enter administrative credentials for their computer.