The roadbook / Technician guide

Technician guide

Connect to the computer, then work through the problem.

The browser console is where you find machines and start support sessions. The controls you see depend on your account permissions, the server policies, and what the agent supports.

Use the console address your administrator supplied. Check the organization field, then sign in using the method configured for your account. If verification codes are enabled, enter the code as part of signing in.

Choose how to connect

A computer with an agent already installed: select a machine your account can access and start a connection.
Someone asking for one-time help: create an attended session and share the code or support link directly with that person.

Session codes, support bundles, account details, and enrollment tokens should stay out of public issues.

Use the tools that fit the problem

The session toolbar gives you screen and input controls. Depending on your permissions and the agent, you may also have file access, system information, and background administration tools.

Explain significant changes to the person you are helping. A background command or file operation can affect their computer just as much as something you do with the mouse.

If the connection is interrupted

Check the connection status before trying the action again. A computer or client that has restarted may need time to become available. First check whether the original session is still active, so you do not create duplicate sessions while troubleshooting.

Before you finish

Explain what changed and check whether the problem is resolved.
Stop any commands or transfers that should not continue.
Disconnect and confirm the session has ended.
Sign out when you are finished on a shared computer.

If a control is missing or disabled

It may be an account restriction, a server policy, a disconnected agent, or a platform limitation. Check with the administrator. Sharing another person’s credentials is not a way to fix an access problem.