Privacy screen

The privacy screen blacks out the physical screen of the remote computer and shows a message in the middle. People sitting at or near that computer can't see the documents, password screens or customer data you open during support. You, meanwhile, keep seeing and controlling the real desktop.

What happens while the privacy screen is on?

• All monitors of the remote computer turn black, with the privacy message in the middle.
• The remote computer's keyboard and mouse are locked; the local user can't close the blackout or switch to another window to see the screen.
• The blackout has no close button and can't be closed with Alt+F4. Only the operator turns the privacy screen off.
• You see the remote desktop without the blackout; your mouse and keyboard work as normal.
• When the last operator disconnects or the session ends, the privacy screen is removed automatically.

Requirements

• The session must be a Remote Control session.
• The remote computer must run Windows 10 version 2004 or later.
• Privacy mode must be included in your plan. It isn't included in the Free plan; if you try to use it, the message Privacy mode is not included in your plan. Upgrade to use it. appears. See Plans and limits.
• Allow privacy screen must be turned on in the client on the remote computer (it is on by default).

Turn the privacy screen on and off

1. Click the Actions button (lightning bolt icon) on the session toolbar.
2. Click Privacy screen.
3. The Privacy screen on — the remote screen is blacked out notification appears. The box next to the option is checked in the menu.
4. To turn it off, click Privacy screen in the same menu again. The Privacy screen off notification appears.

If the option looks faded and can't be clicked, the session isn't a Remote Control session, the remote computer's Windows version doesn't support the feature, or privacy mode isn't included in your plan. In the last two cases, hovering over the option shows the reason.

Change the privacy message (admin)

The default message shown on the remote screen is: Privacy mode is on — remote support is in progress on this computer. Your team's admin can change this text for the whole team:

• In the panel: Panel → Settings → Privacy screen section, Privacy screen message field.
• In the operator console: Settings → Display & Connection section, Privacy screen message field (up to 200 characters). This field is only visible to admins.

Save the change. Everyone on the team uses this text when they turn on the privacy screen. If you leave the field empty, the default text is shown.

For the remote user

• If you don't want to allow the privacy screen, turn off Allow privacy screen on the client's Settings → General tab. While it's off, the operator can't turn on the privacy screen and sees The other side doesn't allow the privacy screen in their settings. This setting only appears on Windows versions that support the feature.
• While the privacy screen is on, Windows' Ctrl+Alt+Del key combination always works.

When several operators are connected

Every operator connected with Remote Control can turn the privacy screen on and off. The state is reflected in every operator's Actions menu. For details, see Multiple operators in one session.

The privacy screen isn't available on Android devices.