Overview
This feature allows you to control the desktop, control an application, and request the computer to restart. I've tried the restart option and it'll force the computer to restart and place the participant back into the zoom meeting after restarting. On Macs, client might be prompted with security settings. If so, client would have to enable zoom for Screen Recording and Accessibility before you’re able to see their screen or control their desktop.
How to enable support tools?
In order to access admin controls for PC, you'll have to enable 'Support Tools'. Please click on the link below and sign in to enable 'Support Tools'.
https://temple.zoom.us/profile/setting
If you don't have the option to enable Remote Support, please create a ticket and send it to Academic Applications.
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How to use support tools?
Scroll down and under 'In Meeting (Advanced)' toggle Remote Support on. Please host a zoom meeting to confirm if you'll see 'Support' located on the options bar in the meeting. You'll have the option to 'Request Desktop Control' only if you have another participant in the meeting.
Client will be prompted via zoom requesting permission to control their workstation. They must click grant permission in order for you to view their screen.
If client has a windows workstation, they'll be prompted for admin access for zoom. Client must click 'yes' and enable access for you to view their screen. Please review instructions for Macs.
For more information please use this link below:
https://support.zoom.us/hc/en-us/articles/208072316-Remote-support-session
Windows and Mac users will be prompted with an admin prompt to allow zoom to make changes to their computer. For window users, they will have to enter their password or click ‘Yes’.
For Mac users, please tell them to click ‘Open System Preferences’
Apple has revamped MacOS settings UI starting from Mac OS 13: Ventura. Please ask user what version of mac they are on.
Instructions for Mac OS Version 13: Ventura and newer
Instructions for Mac OS version 12 Monterey and older
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Macs ((Version 13: Ventura) or newer): How to enable Screen Recording and Accessibility for Zoom (this is a one time / first time setup)
- If they do not see the prompt to 'Open System Settings' Click the Apple logo at the top left corner of your screen.
- Click System Settings.
- On the left hand Side Bar Click Privacy and Security
- Under Privacy Window, Click Screen and System Audio Recording
- Toggle Zoom ON. There may be a prompt for the User to Quit and Reopen zoom, if so, have them click that option.
- **If you are unable to control the user's computer screen. repeat steps 1-3 then continue from step 7.
- Under Privacy Window, Click Accessibility.
- Toggle Zoom ON
After client enable that setting, you should be able to control their MacOS Desktop.
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MacOS ((Version 12: Monterey) and older): How to enable Screen Recording and Accessibility for Zoom (this is a one time / first time setup)
Windows and Mac users will be prompted with an admin prompt to allow zoom to make changes to their computer. For window users, they will have to enter their password or click ‘Yes’. For Mac users, please tell them to click ‘Open System Preferences’
Client will be prompted with the following screenshot. Click on the lock on the bottom left corner if it isn’t already unlocked.
Client will be prompted to enter their credentials. Once the lock has been unlocked have client check off ‘Zoom.us’
Have client click ‘later’ when prompted to quit zoom.
Afterwards, client will have to scroll down on the left list of icons to Accessibility. Have client repeat the process by checking off zoom and exit out of the control panel. If client doesn’t see zoom Under Accessibility, please have client leave the meeting and rejoin with the same meeting ID. You can request control of desktop via ‘Support Tools’ and they should be prompted to enable zoom under accessibility. After client enable that setting, you should be able to control their desktop.
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