Your first remote connection, step by step

Open the client on the computer receiving support, share the ID, connect from the operator console and approve. Your first Polpo Desk session end to end.

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This article walks through your first Polpo Desk session from both sides: the person receiving support (client) and the person providing support (operator).

Before you start

1. Receiving side: share your details

  1. Open the Polpo Desk client.
  2. Wait until the status line at the bottom shows Ready to connect.
  3. Give the 9-digit number under Your Connection ID to the operator. You can copy it with the copy button next to it.
  4. Optionally share the Session Password too. Press the eye icon to see it.
An operator who knows the session password can connect without waiting for your approval. Give the password only to support staff you trust. If you don't share it, your approval is requested for every connection.

You'll find more about the ID and password in Your Polpo address.

2. Operator: start the connection

  1. Open the operator console: for the web console, go to Access → Web Console → Open in the panel, or use the Windows/macOS app (Operator apps).
  2. Sign in with your account.
  3. Type the 9-digit ID into the Connect to Remote Device field on the home page.
  4. In the Connection Type section on the right, choose Remote Control, View Only or File Transfer.
  5. Press Connect.

The Connecting to device… window opens and waits for approval from the other side. At this point there are two ways forward:

  • The person receiving support approves, and the session starts.
  • If you know the session password, type it into the Session password (optional) field in that window and press Connect with Password; the session starts without waiting for approval.
The one-time session password changes every time, so it isn't remembered. If the computer has a permanent access password, the console can remember it with Remember password for future connections, and later connections to that device open without a password or approval. See Set up unattended access.
If the ID isn't 9 digits, you'll see Please enter a 9-digit device ID. If you're on the same network, you can also type an IP address or computer name in this field; see Connecting on the same network.

3. Receiving side: approve

When the operator tries to connect without the password, the Incoming connection request window opens in the client.

Incoming connection request window

  1. Check the operator's name and company under Requested by.
  2. If you know them, press Allow Connection; if not, press Reject.

Once the connection is accepted, the status line shows Sharing screen and the operator starts seeing your screen.

If Ask for approval on every connection is turned off in the client settings, connections are accepted automatically. We recommend keeping it on; see Client security settings.

4. During the session

Depending on the connection type chosen, the operator watches the screen or uses the mouse and keyboard. During the session you can also use:

For image quality and permissions: Session settings.

5. Ending the session

The operator closes the connection with the ✕ on the session tab.

The person receiving support can also end the session at any time:

  1. Click the Sharing screen status line at the bottom of the client.
  2. In the Connected operators list, press Disconnect next to the person.
  3. The button changes to Are you sure?; press it again within a few seconds to confirm.

After the session, we recommend pressing Renew Password to invalidate the old password.

If the connection fails

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