Multiple operators in one session

To get help from a teammate on a difficult problem or to train a new colleague, several operators can connect to the same computer at the same time. Each operator connects from their own console, and the remote computer sends the same picture to all connected operators.

How does a second operator connect?

1. The second operator signs in to the operator console with their own account.
2. They type the same computer's 9-digit ID in the Connect to Remote Device box and click Connect.
3. Every connection is authorized separately: the other side sees a new approval prompt, or the operator enters the one-time or permanent access password.

Concurrent connection limit

Every operator connected to the computer uses one slot of your team's concurrent connection limit. When the limit is reached, no new connection can be opened and the Limit reached window says Your concurrent connection limit has been reached (…). Upgrade your plan. For your plan's limit, see Plans and limits.

Rules for working together

• Mouse and keyboard: every operator connected with Remote Control can use the mouse and keyboard at the same time. An operator connected with View Only can only watch.
• Monitor and quality are shared: because the remote computer produces a single picture, a monitor or quality change by one operator affects everyone's picture. When someone switches monitors, the monitor buttons are updated in every operator's toolbar.
• Clipboard: text and files copied on the remote computer are offered to every operator connected with Remote Control.
• Privacy screen: when one operator turns the privacy screen on or off, the state is reflected in the other operators' Actions menu too. The privacy screen is removed automatically when the last operator leaves.
• Chat: messages from the remote user go to all connected operators. A message from an operator is seen only by the remote user; operators don't see each other's messages.
• Recording: each operator's REC recording is saved only on their own computer. While any operator records, the remote user sees the This session is being recorded by the operator notice, and the session panel shows a REC tag next to that operator's name.
• Ending the session: when an operator clicks End session, only their own connection closes; the other operators' sessions continue.

What does the remote user see?

• The status line at the bottom of the client shows the number of connected operators, for example Sharing screen (2).
• When someone joins, a notification says another operator has connected; when someone leaves, a notification says an operator has left.
• The session panel at the edge of the screen says 2 connected to this computer and lists each operator's name, company, connection type and how long they've been connected.

Disconnect an operator (remote user)

1. In the client, click the status line at the bottom. The Connected operators list opens.
2. The list shows each operator's name, company, connection type (Control, View only, File transfer) and the time they connected.
3. Click Disconnect next to the operator you want to disconnect.
4. The button changes to Are you sure?; click it again within a few seconds.

The End button in the session panel at the edge of the screen works the same way, with two clicks. Only the selected operator is disconnected; the others stay connected.

See your teammates' status

The Team card on the operator console's home page shows whether the operators on your team are online, offline or In session. Use it to check whether the person you want to ask for help is available.