Screen Sharing

Browse Articles

Screen Sharing allows you to view and access your customer's desktop, and even allow you to share your own screen with the customer. At the beginning of a session, customers must first confirm that they are willing to share their screen.

Topics in this article:

Screen Sharing

Resize the Image of the Customer's Screen

Resize the Viewer Window

Use Auto-Scroll

Use the Monitor Navigation Window

Use Multiple Monitors

Screen Sharing

When you begin a new support session, you automatically start by viewing your customer's desktop. You can then stop and restart screen sharing, or use Share My Screen to show your own desktop to the customer.

The Share My Screen feature is currently unavailable for Mac technicians.

To stop viewing your customer's screen

Click Screen Sharing in the Viewer's menu.
Select Stop Screen Sharing from the drop-down menu.

To start viewing your customer's screen

Click Screen Sharing in the Viewer's menu.
Select Start Seeing [customer]'s Screen from the drop-down menu.

If you stopped the screen sharing, then it will restart as soon as you select Start seeing [customer]'s Screen.
If the customer stopped the screen sharing they will see a Share Your Screen dialog asking if they wish you allow you to see their screen again. Once they click Yes, you will be able to see your screen again.

To share your own screen with the customer

1. Click Screen Sharing in the Viewer's menu and select Share My Screen from the drop-down menu.

2. A "You are sharing your screen" message appears once the customer can see your screen. If you wish to allow them keyboard and mouse control on your desktop, select the "Yes" radio button. To disallow them keyboard and mouse control, select "No."

Note: Allowing the customer keyboard and mouse control does not disallow your own control over your computer; your mouse movements will still have priority over theirs.

3. To stop sharing your screen with the customer, click Screen Sharing in the Viewer's menu again and select Stop Screen Sharing or Start seeing [customer]'s Screen from the drop-down menu.

Resize the Image of the Customer's Screen

You can easily change the size of the image of the customer's desktop within the Viewer window, without changing the size of the Viewer.

To change the size of the customer's desktop within your Viewer

1. Click Screen Sharing in the Viewer's menu.

2. Select one of the following settings from the drop-down menu to change how the customer's desktop is displayed within the Viewer:

Actual Size - The customer's desktop will appear the actual size as it does on the customer's monitor (as shown below).

Note: This setting may require you to use Auto-Scroll and/or the Monitor Navigation Window to move around the customer's screen.

Scale to Fit - The customer's desktop will scale down to fit the entire desktop image within the Viewer (as shown below).

Note: This setting will display only one monitor at a time, so you might want to use the Monitor Navigation window to view zoomed in portions of the customer's screen.

Zoom To - This option allows you to choose how zoomed in or out you want the customer's desktop to appear. You can choose from several pre-set zoom percentages, or you can customize your own.

Note: This setting may require you to use Auto-Scroll and/or the Monitor Navigation window to move around the customer's screen.

Resize the Viewer Window

You can easily change the size of the Viewer to so that it takes up some or all of your screen. The image of the customer's screen will automatically adjust to fit the zoom percentage you have the Viewer set to. There are two view modes listed under the Screen Sharing drop-down menu:

Full Screen mode - The Viewer will expand to full screen, and the Viewer menu will auto-hide at the top of the screen. You can hover your mouse over the tab () displayed at the top of the screen to access the Viewer menu when needed.
Window mode - The Viewer will appear as a window on your desktop just like any other application. The Viewer menu will always be visible, and you can resize the Viewer just like any other application window.

To enter Full Screen mode

1. Click Screen Sharing in the Viewer's menu.

2. Select Full Screen from the drop-down menu.

Tip: You can also click the expand button in the top-right corner of the Viewer to instantly enter Full Screen mode.

To return to Window mode

1. Click Screen Sharing in the Viewer's menu.

2. Select Window from the drop-down menu.

Tip: You can also exit Full Screen mode and return to window mode by clicking the collapse button in the top-right corner of the Viewer.

To manually resize the Viewer (in Window mode only)

1. Hover your mouse over the bottom-right corner of the Viewer until the pointer becomes a double arrow .

2. Click and drag the Viewer's corner to resize the whole window. The image of the customer's screen will resize itself proportionately.

Use Auto-Scroll

If the customer's desktop image is larger than your Viewer window, then a portion of the screen will be hidden. To move about the customer's desktop, move the mouse to the edge of the Viewer window in the desired direction, and the customer's entire desktop image will automatically scroll within the Viewer.

You can also use the Monitor Navigation window to quickly move to the hidden areas of the customer's desktop.

Use the Monitor Navigation Window

The Monitor Navigation window is a scaled down version of your customer's monitor(s) and is useful when you need to navigate quickly to a different area of your customer's desktop. For instance, if you have zoomed in on your customer's monitor so that you cannot view the entire desktop, use the Monitor Navigation window to navigate to a hidden part of the screen.

To navigate you customer's screen with the Monitor Navigation window

1. Press and hold the Ctrl + keys on your keyboard.

2. Still holding down the keys, left-click and hold your mouse on the image of the customer's screen in your Viewer. A Monitor Navigation window displaying a full-screen image of the customer's screen will appear, with a red box indicating the portion of the screen that is zoomed in.

3. Release the keyboard keys but continue holding down the mouse button to keep the Monitor Navigation window open. Move your mouse about the screen to quickly maneuver to other zoomed-in areas while keeping track of your position on the Monitor Navigation window.

4. To exit the Monitor Navigation window, simply release the mouse button.

Use Multiple Monitors

If your customers have multiple monitors, Remote Support allows you to quickly can navigate between them a few different ways while in a session. The following tip screen appears when you connect to a machine that Remote Support identifies as having multiple monitors:

To navigate between monitors when viewing a multi-monitor desktop

Auto-Scroll to another monitor by hovering your mouse over the arrow buttons located on either side of the Viewer.
Quickly jump to another monitor by clicking the arrow buttons located on either side of the Viewer.

Note: You can also hold down the key on your keyboard and click the left or right arrow keys on the keyboard to quickly switch between monitors.

If you and your customer both have two monitors, view both of their monitors at the same time by holding the Shift key on your desktop and then clicking the expand button on the top-right of the Viewer.
Use Auto-Scroll to pan side to side and up and down on zoomed in portions of the screen.
Use the Monitor Navigation window to move around and between monitors.

| Views: 6015 | Last Updated: Mon, Apr 15 2013 12:01 PM