Overview

Faculty, staff, and students have access to Zoom to join or host a videoconference from a computer at any location.

DSS can utilize Zoom to support users remotely. 

How to remote into a users computer using Zoom

You can leverage a Zoom meeting to assist our users using Remote Support and/or Remote Control. 

Ensure the user has enabled these features in their Zoom Account Settings - more on how you can do that below ⤵️

Enable Remote Support and Remote Control settings from webapp

1. Go to the utexas.zoom.us web interface and have the user select "Sign In"
   
2. User will login.
3. You will see the users Account Setting page.
4. Go to Settings on the left sidebar. 
   
5. Look for the In Meeting (Basic) section Under the Meeting tab
6. You will want to enable the Remote Control option:
    
   
7. Then scroll down to the In Meeting (Advanced) section 
8. You will want to enable the Remote Support option:
   
   
9. When enabling these options, you will receive the following message:
   
   

Enable Remote Support and Remote Control settings from Zoom Application

1. To change these the user will need to login to the Zoom application and choose Settings. 
   1. From the Zoom Application select the Settings gear:
      
2. The Settings page will pop up, where you will select "View More Settings" at the bottom of the page.
   
3. You will be routed to the users Account Settings page.
4. Begin to follow the steps above under 'Enable Remote Support and Remote Control from webapp' at Step 3.

How to Request Remote Control

You can request remote control from the host who is sharing the screen.

The user who is sharing the screen will need to have the Remote Control feature enabled in their account. 

1. While viewing another participant's screen share, click the View Options dropdown menu located at the top of your in-meeting window.
   
2. Select Request Remote Control, then click Request to confirm.
   The host or participant will get a notification asking if they want to allow you to control their screen.
3. Click inside the screen share to start controlling the participant's screen.
4. To stop remote control, click the View Options dropdown and select Give Up Remote Control.
   

Giving Remote Control

While screen sharing, you can give remote control to another participant who is in the meeting. If the participant is on iOS or Android, they can remote control your screen using their mobile device.

1. While screen sharing, click Remote Control and select the participant you want to give control to.
    
   The participant can click anywhere on their screen to start control.
2. To regain control, click anywhere on your screen. The other user can still restart remote control by clicking on their screen.
   Tip: You can also click Stop Share to regain control and not allow the other participant to start remote control again.
   
   

How to use a Zoom Remote Support Session

Check Prerequisites for this feature here: https://support.zoom.us/hc/en-us/articles/208072316-Remote-support-session

Macintosh

1. Click Support in your meeting controls, then select one of the following options:

Desktop control

1. Select Request Desktop Control to prompt the remote user to share their desktop. After the request is made, the remote end will see the following:
2. If they have multiple desktops, they will be prompted to select which to share.
   
3. Once the desktop is selected, the host will have remote control of the far ends desktop.
   
4. If the participant is using multiple screens, you can select which screen you want to control.

Application control

1. Select Request Application Control to prompt the remote user to share a specific application. After the request is made, the remote end will see the following:
2. They will be prompted to choose which application to share.
3. They will be prompted to choose which application to share.

Computer restart

1. Select Request Computer Restart to prompt the remote user to restart their computer. Once restarted, they will rejoin the Zoom meeting.

Windows

1. Click Support in your meeting controls, then select one of the following options:

Desktop control

1. Select Request Desktop Control to prompt the remote user to share their desktop. After the request is made, the remote end will see the following:
2. They may need to accept an additional administrator prompt allowing them access to make changes.
   
3. Once the desktop is selected, the host will have remote control of the far ends desktop.
4. If the participant is using multiple screens, you can select which screen you want to control.
   

Application control

1. Select Request Application Control to prompt the remote user to share a specific application. After the request is made, the remote end will see the following:
2. They will be prompted to choose which application to share.
   
   

Computer restart

1. Select Request Computer Restart to prompt the remote user to restart their computer. Once restarted, they will rejoin the Zoom meeting.