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.

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 still requires the device owner’s approval, as described below.

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.*¶