Reemo Support¶

Reemo Support is a companion application that lets a member of your support team connect remotely to a device, with the device owner’s explicit consent, to help diagnose or resolve an issue.

Important

Reemo Support is provided on request. Contact your sales representative to enable this feature for your organization.

Enabling Support Mode¶

Support mode is enabled per device, through the Agent configuration file:

Open reemo.ini and add the [support] section with enabled = true — see Configuration for the full list of reemo.ini options.
Install and launch the Reemo Support companion application on the device to assist. The installer is provided by your Reemo contact.

Available on Windows 1.18.0.2 and later, and macOS 1.9.0 and later.

Silent Installation

During a silent installation of the Windows Agent (see Installation), the /SUPPORT="true" option enables support mode directly, without having to manually edit reemo.ini (step 1 above):

"C:\Program Files\Reemo\reemo.setup.x64.exe" /S /SECRETKEY="<PRIVATE_KEY>" /SERVER="<SIGNAL_SERVER>" /SUPPORT="true"

Note

/SUPPORT : Enables support mode at install time (equivalent to enabled = true under the [support] section of reemo.ini).

Once enabled, the device appears with a Support tag in the Reemo portal.

Support tag next to a resource name — *Support tag on a resource card and in the resource list.*¶

See Resource Status Indicators for the full list of resource indicators.

Who Can Connect¶

A support-enabled device can be reached by:

Any user individually assigned to the device — see Manage Workstations.
Any user holding the Organization Support or Group Support role, which grants access to every support-enabled device in the organization or group, without needing individual assignment — see User Roles.

In both cases, connecting requires the device owner’s approval, as described below, unless automatic approval is enabled (see Automatic Approval).

Approving a Support Session¶

When a member of your support team requests to connect, a Remote Support Request window appears on the assisted device.

Remote Support Request approval window — *Remote Support Request window.*¶

Choose Allow (Yes) to start the session, or Decline (No) to refuse it.

Once approved, the Reemo Support window shows Support session active. The session can be ended at any time with Disconnect.

Reemo Support session active — *Support session active.*¶

Automatic Approval¶

The Remote Support Request window is displayed in the user’s Windows session. If no session is open (login screen, user logged out), or if the session is locked, nobody can approve the request: the connection waits and is eventually dropped.

To assist these devices, enable automatic approval in the [support] section of reemo.ini (see [support]):

autoaccept_nosession = true: authorizes the connection when no Windows session is open.
autoaccept_locked = true: also authorizes the connection when the session is locked or disconnected through Fast User Switching. This option also covers the no-session case.

Available on Windows 2.4.0.2 and later.

Warning

With automatic approval, the connection starts without the device owner’s consent in the cases above.