Remote Desktop & IT Support Tools

Explore remote tools in detail.

Remote tools

Remote screen control

Connect to a supported device with screen, mouse and keyboard controls, within the customer’s access and consent settings.

Close explanation of Remote screen control

What it does

Help someone on the screen they are actually using. Supported remote sessions provide the technician with screen, mouse and keyboard access, making it easier to explain a problem, inspect application behaviour and work through a repair together.

How you can use it

• A view that fits the task. Select a monitor or a combined view on supported devices, use available display-quality controls and choose the appropriate user session when the environment supports it.
• Technician collaboration tools. Use permitted session chat, clipboard or file channels when those capabilities are enabled for the session and customer.
• Support through interruption. Use the supported wake, restart and reconnect workflows where available, and keep session history linked to the device or incident.
• Privacy mode. Where allowed, temporarily cover the local display and restrict local input during eligible technician work. The person at the computer retains a stop route, including Ctrl+Alt+Delete.
• Computer sound. Turn on supported session audio to hear playback or other computer sounds when diagnosing an audio problem. The transmitted sound is not added to the session recording.

In practice

A home user cannot find why an application is failing. The technician views the error with them, explains the next step and follows the agreed support procedure.

Controls & availability

Consent, customer policy and device capabilities govern access. Optional audio and privacy mode have separate requirements, start disabled and remain technician-only.

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Remote tools

Session recording & screenshots

Capture permitted session evidence, review recordings and use consented screenshots for a support investigation.

Close explanation of Session recording & screenshots

What it does

Keep permitted visual evidence of a support investigation. Screenshots can preserve a relevant symptom, while eligible session recordings allow authorised colleagues to review the screen work that took place.

How you can use it

• Screenshots with context. Capture a permitted image to support an incident or explain an application error, rather than relying on a remembered description.
• Recorded technician sessions. Where enabled, supported and consented, review the visual recording through the session’s history.
• Retention controls. Apply the configured customer retention and storage limits so recordings remain subject to an explicit access and lifecycle policy.

In practice

A recurring dialog disappears before a second technician can see it. An allowed screenshot gives the follow-up investigation a clear reference to the original symptom.

Controls & availability

Recording is off by default for customers and applies to eligible technician sessions, never AI sessions. Recordings contain pictures rather than sound; privacy mode and session audio are not recorded.

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Remote tools

Remote console

Use the device’s supported console for authorised investigation and commands, with a transcript and audit history.

Close explanation of Remote console

What it does

Use a supported remote command environment when a technician needs a more direct diagnostic route. The console keeps the session attached to the computer, making the commands and their output available as part of the support work.

How you can use it

• Focused investigation. Run authorised commands to inspect the relevant state or gather information that needs a console rather than a dashboard summary.
• A readable transcript. Review command output and the session record when interpreting a result or handing the investigation to another technician.
• Connected support context. Work from the relevant device so console findings can be considered alongside events, processes, services and incident evidence.

In practice

A technician uses a permitted diagnostic command to investigate a connection problem, then records the result with the incident before choosing a corrective action.

Controls & availability

Console access is permission-dependent and powerful commands can change the machine. The available environment and action controls vary with the operating system and installed agent.

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Remote tools

File manager & transfers

Browse and manage files. Transfer larger files with resumable uploads and downloads, integrity checks and overwrite protection.

Close explanation of File manager & transfers

What it does

Inspect supported device files and move the material needed for a support task without losing the surrounding permissions. The remote file manager helps a technician browse the relevant location and manage an authorised transfer.

How you can use it

• Browse and manage. Use supported file operations to inspect folders, locate diagnostic material and carry out permitted management tasks.
• Reliable transfer handling. Eligible uploads and downloads support larger-file workflows with resumable transfer, integrity checks and protection against unintended overwrites.
• Customer-specific limits. Use the configured upload, download and transfer-size rules rather than assuming every technician session can move any file.

In practice

A technician retrieves an authorised diagnostic log, reviews it with the incident and transfers an approved support file where the customer’s policy permits.

Controls & availability

Administrative-location transfers require an eligible managed-agent technician session. Quick Support and AI screen sessions do not inherit these file-transfer capabilities.

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Remote tools

Services & processes

Inspect service state and running processes. Make targeted changes under the relevant permissions and keep the action recorded.

Close explanation of Services & processes

What it does

Look at the activity behind an application or device symptom. Supported service and process tools let a technician inspect what is running and make a targeted, authorised intervention when the evidence supports it.

How you can use it

• Service state. Review available service status and relevant settings when a component has stopped or is behaving unexpectedly.
• Running processes. Inspect the available process information to understand which applications or background tasks relate to observed resource pressure.
• Targeted actions. Use supported, permitted service or process actions and keep the result associated with the investigation.

In practice

A printing problem may be traced to a stopped print service. The team can review the finding, follow the applicable approval route and check the state after a permitted restart.

Controls & availability

Stopping a process or changing a service can affect other work. High resource use alone does not authorise automatic termination, and protected services are excluded from general automatic remediation.

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Remote tools

Event logs

Read device events with useful filters to investigate errors and service behaviour in context.

Close explanation of Event logs

What it does

Use the computer’s recorded events to understand when a problem began and what happened around it. Supported log views bring the evidence into the remote investigation without requiring the person at the device to read technical messages aloud.

How you can use it

• Filtered evidence. Narrow the available events by useful criteria to find the errors or service messages relevant to the reported symptom.
• Timing and context. Compare an event’s time with changes, performance history and support activity rather than assuming the first visible warning is the cause.
• A stronger incident record. Use relevant findings to support the proposed next step and make a follow-up investigation easier to understand.

In practice

An application closes unexpectedly. The technician inspects the relevant events around the reported time and uses those findings to choose a focused diagnostic check.

Controls & availability

Available logs and access depend on the operating system and agent. An event is evidence to interpret, not an automatic diagnosis or permission to run a repair.

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Remote tools

Windows Registry tools

Browse and manage supported Registry keys and values, import or export with a preview, and review recorded changes and undo copies.

Close explanation of Windows Registry tools

What it does

Give authorised technicians a structured way to investigate supported Windows Registry settings. The tools bring browsing, searching and controlled changes into the device workflow, with previews and recorded context for sensitive work.

How you can use it

• Inspection and search. Browse permitted hives and values, inspect their types and use supported searches and registry views to locate a relevant setting.
• Previewed changes. Review supported imports and exports before acting, and use the required confirmation for more sensitive operations.
• A recoverable record. Retain available change history and undo copies so the technician can understand the prior state and follow the supported recovery route.

In practice

A documented application repair requires reviewing one Registry value. An authorised technician inspects that setting and previews the specific change before applying it.

Controls & availability

These are human-operated Windows tools, not unrestricted AI Registry access. Protected areas such as SAM and SECURITY are excluded, and a saved undo copy is not a full system backup.

Ask us about Windows Registry tools

Features depend on the device, operating system, installed agent and configured permissions. Readiness checks provide evidence and guidance, not certification. The website tour uses illustrative data and does not connect to live devices.