When the support session begins, you can automatically have Remote Control of the Client's computer. The Remote Control button will be pressed. Depending on how you set Remote control options, you can start Remote Control automatically when connecting to a Client and/or disable the Client keyboard and mouse. Refer to the section Setting Remote Control Options in Remote Control for more information.
You can also start remote control by clicking the Remote Control button or by selecting Remote Control on the TOOLS menu.
You view the Client's screen in your Live Help window, and watch as the Client demonstrates the problem. You can then use your keyboard and mouse to share control of the Client's applications and desktop. You both see changes and the results as they occur.
Remember to take turns moving the mouse and typing, just as you would if you were sitting at the same computer. Only one of you should use the mouse or keyboard at a time. If necessary, the Support Specialist can disable the Client's keyboard and mouse to alleviate any potential confusion.
During a support session, the Support Specialist usually leaves Remote Control running throughout the entire session. However, if you want to stop Remote Control, just click the Remote Control button.
If another Specialist is in the session, he or she can take Remote Control by pressing their Remote Control button. Only one Specialist can use Remote Control at a time.
Note
Keyboard type of Live Help Expert/Monitor computer and Live Help Client computer must be the same. Using different keyboard types in a Live Help session may cause wrong keyboard input on the remote computer.
The state of NumLock, ScrollLock and CapsLock keys on Live Help Client computer may be synchronized with those of Live Help Expert/Monitor computer when a Live Help session is started, depending on the version and settings of Live Help Client you are connecting. When you connect to:
Live Help Client version 12.0 or earlier:
Live Help Client synchronizes the state of NumLock, ScrollLock and CapsLock keys on Live Help Client computer with those of Live Help Expert computer.
Live Help Client version 13.0.0 or later:
Live Help Client does not synchronize the state of NumLock, ScrollLock and CapsLock keys on Live Help Client computer with those of Live Help Expert computer.
However, you can change Live Help Client to synchronize those keys by using Client Configuration Feature. Refer to the section Make NumLock, ScrollLock, and CapsLock keys state on the Client computer same as those of the Expert computer when a session is started in Client Configuration Feature for more information.
