Using Remote support session during meetings

A remote support session allows a host to provide remote support to another participant. It automatically shares the screen of the participant invited for a remote support session, with remote control. This is often useful for troubleshooting during a meeting.

• Request desktop control
• Request application control
• Request computer restart

Requirements for using remote support session

• Host privileges
• Zoom desktop app for Windows, macOS, or Linux: Global minimum version or higher
• Remote support feature enabled on the meeting host's account
• Enable remote control in all applications enabled for the Windows desktop app
• Admin privileges for a Windows device for User Account Control when prompted

Limitations for using remote support session

• Remote support session will disable simultaneous screen sharing

How to use remote support session during meetings

1. Sign in to the Zoom desktop app.
2. Start your instant or scheduled meeting.
3. In the meeting controls toolbar, click the Support icon .
   Note: If you do not see the Support icon , click More , then click the Support icon .
4. Click one of the following options:
   • Request Desktop Control: To prompt the remote user to share their desktop.
   • Request Application Control: To prompt the remote user to share a specific application.
   • Request Computer Restart: To prompt the remote user to share their desktop.
     Note: In case the remote user has a Windows computer and the remote options don't work on their end, please have the participant enable the remote control of all applications.

Request control of a user's desktop

1. From the support options, click Request Desktop Control to prompt the remote user to share their desktop.
   After the request is made, the remote participant will see A user named "[Host name]" is requesting remote control of your computer prompt.
2. As a remote participant, select I confirm that I know and trust this user, and click Approve.
3. (Optional) If the remote participant did not select I confirm that I know and trust this user, they will get a Do you trust this user? prompt. Click Confirm.
   Note: If the remote participant is using a Windows computer, a Windows UAC (User Account Control) prompt may appear. As a remote participant, click Yes to allow the Zoom desktop app. If prompted, enter your Windows admin credentials.
4. (Optional) If the participant is using multiple screens, you will be prompted to Select which screen to control prompt. Click on the screen that you want to control.
   Once the desktop is selected, the host will have remote control of the participant's desktop.

Request control of an application on a user's computer

1. From the support options, click Request Application Control.
   After the request is made, the remote end will see a Request to control your application prompt.
2. As a remote participant, select I confirm that I know and trust this user, and click Approve.
3. (Optional) If the remote participant did not select I confirm that I know and trust this user, they will get a Do you trust this user? prompt. Click Confirm.
   Note: If the remote participant is using a Windows computer, a Windows UAC (User Account Control) prompt may appear. As a remote participant, click Yes to allow the Zoom desktop app. If prompted, enter your Windows admin credentials.
4. Once the prompt appears, select the application to control.
5. (Optional) Have the remote participant hold their shift key on their keyboard and click on the application to control if more than one application needs to be selected for the remote session. If the application to control isn't showing, have the remote participant close the screen to select multiple windows, open the application, and go back to step 3 of using the remote support session.
6. Click Confirm.
   Once the application is shared, the host will have remote control of the app.

Request computer restart

1. From the support options, click Request Computer Restart.
   After the request is made, the remote participant will see a A user named "[Host name]" is requesting to restart your computer prompt.
2. As a remote participant, select I confirm that I know and trust this user, and click Approve.
3. (Optional) If the remote participant did not select I confirm that I know and trust this user, they will get a Do you trust this user? prompt. Click Confirm.
   Note: If the remote participant is using a Windows computer, a Windows UAC (User Account Control) prompt may appear. As a remote participant, click Yes to allow the Zoom desktop app. If prompted, enter your Windows admin credentials.
   The remote user's computer will restart and will rejoin the meeting.

How to enable or disable the remote control of all applications

1. Sign in to the Zoom desktop app.
2. Click your profile picture, then click Settings.
3. Click the Share Screen tab .
4. Scroll down and click Advanced.
5. Under the Advanced share screen, click the Enable remote control in all applications toggle to enable or disable it.