Control the Remote System with Screen Sharing in the Web Rep Console

To view and control a customer's screen, use the screen sharing action while in a support session.

Screen Sharing


From the session window, select Screen Sharing from the dropdown. Click the Start Screen Sharing button to begin accessing the system.

Use any of the following actions while in a session to perform different functions.

Screen Sharing Tools

Start or stop screen sharing.


While viewing the remote computer, start or stop control of the remote keyboard and mouse.


If your permissions allow, you can disable the remote user's screen view and mouse and keyboard input. The customer's view of the privacy screen clearly explains that the representative has disabled the customer's view. The customer can regain control at any time by pressing Ctrl+Alt+Del.

Alternatively, disable the customer's mouse and keyboard input while still allowing them to view the screen. When input is restricted, an orange border appears around the customer's monitors, and a message indicates that the representative has mouse and keyboard control. The customer 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. On Windows 8 and above, this feature is limited to disabling the mouse and keyboard.


Reboot the remote system or shut down the remote system.


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


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. Canned scripts available to the user appear in a fly-out menu.


Toggle the clipboard.


Toggle the virtual keyboard.


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


View the remote screen at actual or scaled size.


Select the color optimization mode to view the remote screen. If you are going to be primarily sharing video, select Video Optimized; otherwise select between Black and White (uses less bandwidth), Few Colors, More Colors, or Full Color (uses more bandwidth). Both Video Optimized and Full Color modes allow you to view the actual desktop wallpaper.

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.

Screen Sharing