Remote Support Documentation
Run attended and unattended support sessions, configure teams, customize clients and integrate Remote Support.
Genel Bilgiler
3 articlesProduct Overview
What is TSplus Remote Support? TSplus Remote Support enables screen sharing and remote control for your support team so they can provide instant remote assistance to your teams or clients anywhere. With Remote Support, agents and maintenance teams can provide instant attended or unattended access to remote Windows PCs. TSplus Remote…
Prerequisites
Common Requirements TSplus Remote Support requires an Internet connection. Depending on the location of the agent and remote computers, and to ensure the best performance, multiple relay servers may be contacted by the Remote Support program. For networks with restrictive network policies, please allow outgoing connections to domain…
Get Started
On Windows TSplus Remote Support for Windows is available on https://api.tsplus-remotesupport.com/client/tsplus-windows. On MacOS TSplus Remote Support for MacOS is available on https://api.tsplus-remotesupport.com/client/macos. On Android TSplus Remote Support for Android is available on the Google Play Store. or flash this QrCode to…
Remote Support Lite ile Ekran Paylaşımı
3 articlesFor End-users: Get Started in a Few Clicks
Share your screen To share your screen with a Remote Support agent, simply run TSplus-RemoteSupport.exe on your Windows machine. Note that the Lite version of TSplus Remote Support is intended for end-users. It must be provided by a Remote Support agent (see Customize Remote Support) Remote Support doesn’t require any installation or…
Configure Settings
Click on the Settings button to open the settings page. Choose your display name and preferred language Here you can enter the name that will be displayed during your remote sessions. Your computer ID is the name used by default. You can also change the language of the interface. Keep TSplus Remote Support up-to-date If a new version is…
Share inside an RDP session
How to keep sharing inside minimized RDP session By default, once minimized an RDP session stops displaying the screen. As a result, when the Remote Support client is started in an RDP session, minimizing it will prevent anyone from controlling the screen until it is maximized again. To allow screen control even if the RDP session is…
Uzak Kontrol Başlatma
6 articlesGet Started with TSplus Remote Support
Download and launch TSplus Remote Support The latest release of TSplus Remote Support is always available for download here: https://dl-files.com/remotesupportv3/RemoteSupport.exe. To get started, download RemoteSupport.exe and run it on your Windows PC. The main TSplus Remote Support interface will open, enabling you to: Take remote…
Interact with the Remote Session
When connecting remotely using the “Remote Control” access mode, information and administrative tools are available in the bar at the top of the shared screen. This bar can be detached from the screen by clicking the Detach button. Overview of the tools available to support agents: Settings From the Settings tab, you can enable or…
Activate your subscription
TSplus Remote Support licensing The 15 day free trial of Remote Support starts when the first outbound connection is initiated. Once the trial period has ended, a subscription to TSplus Remote Support is required to take control of a remote session. A subscription provides the capability for licensed agents to take control of a remote…
Register to Save your Configuration
While registration is not mandatory to use Remote Support as an agent or to share your screen, we recommend you to register. Registering enables you to retrieve your configuration from different computers. Log in to your account Click on the Log in button at the top right corner: You can sign in using the standard email and password…
Administration Console
Introduction Check out our fixes and improvements by clicking on Changelog The Administration Console has been introduced for our subscription’s users. The Administration Console fosters teamwork by allowing administrators to grant access to specific folders containing computers, promoting efficient collaboration among subscription’s…
Two-Factor Authentication (2FA)
The Two-Factor Authentication has been introduced for our subscription’s users. Overview Two-factor authentication adds an extra layer of security and prevents access to your users’ session even if someone knows their password. A combination of two different factors is used to achieve a greater level of security: something they know, a…
iOS Uygulaması
5 articlesiOS App Overview
TSplus Remote Support for iPhone & iPad TSplus Remote Support is now available on iOS, bringing the full power of remote desktop control to your iPhone and iPad. Whether you are a support technician, a system administrator, or simply need to access a remote computer on the go, the iOS app provides a seamless and secure experience.…
Get Started on iOS
Download TSplus Remote Support TSplus Remote Support for iOS is available on the Apple App Store. The app is compatible with iPhone and iPad running iOS 13.0 or later. Connect to a Remote Computer When you launch TSplus Remote Support, the app opens directly on the connection screen. No account is required to start a remote session —…
Control a Remote Session on iOS
Once connected to a remote computer, the full desktop is displayed on your iPhone or iPad screen. This guide covers all the touch controls and tools available during a remote session. Touch Control Modes TSplus Remote Support for iOS offers two touch control modes. You can switch between them at any time using the touch mode button in…
Manage Devices on iOS
The Devices tab in the iOS app lets you view and manage all your registered remote devices. This is especially useful when you have devices configured for unattended access, as it allows you to connect with a single tap. Devices List Tap the Devices tab at the bottom of the screen to see your registered devices. Each computer entry…
Chat during a Session on iOS
TSplus Remote Support for iOS includes a built-in real-time chat feature, allowing you to communicate with remote users during support sessions without leaving the app. Open the Chat During an active remote session, tap the Chat button in the floating toolbar to open the chat panel. Send and Receive Messages Type a message in the text…
Gelişmiş Özellikler
15 articlesConfigure Advanced Features
The Advanced tab enables the configuration of several settings of your TSplus Remote Support client. Each feature is detailed in a dedicated section of the documentation: Configure Settings Access Saved Remote Computers Allow Unattended Access Allow Wake-on-LAN Review Session Logs Customize Computer Informations Customize Remote Support…
Access Saved Remote Computers
Each agent can save their own list of remote computers so they are easy to find later. Add a computer Click on the add button to add a new computer to your list. Only the computer ID is necessary to add a new computer. Additionnaly, you can provide a custom name for the computer. If no name is entered it will default to the computer ID.…
Enable Unattended Access
End-users can configure remote computers to be accessible at any time and without needing to be in front of it. To keep unattended acces to their PC secure, end-users must: Choose an Unattended Access password (the main password in the Session tab will still be valid to allow temporary access) Click on the Enable Unttended Access button…
Connect on any Windows RDP session
Must-Know Basics Remote Support identifies a computer with a 9-digit number. For example: 123 456 789 Unattended access to a computer is only possible using this 9-digit number (without the suffix!). On Windows OS specifically, since multiple users can be using the same computer at the same time via RDP sessions, an additional number is…
Wake-on-Lan
End-users can configure remote computers to be woken up at any time and without needing to be in front of it. These remote computers must have unattended access enabled for wake-on-lan to be available. When unattended access is enabled, you can enable Wake-on-LAN on the same interface: There are several requirements for Wake-on-Lan to…
Review Session Logs
Remote Support sessions are logged and available for review in the Reporting section. Connection Overview This section gives you an overview of your sessions or the sessions of the team associated with your subscription. You can find the total connection time and the number of sessions for the last 7 and 30 days. The Access full report…
Define Computer Information
The Computer Information section provides a customizable template for TSplus Remote Support to gather critial Hardware, OS and Software data from the Remote Computer. View all relevant technical information at a glance. This feature has been designed for experienced users only. If you are unsure of how to customize the template, please…
Capture UAC Screens
The UAC (User Account Control) screen prompts for authorization when performing actions that require administrative privileges. As a result, these screens can only be captured if the remote client is running as an Administrator. To capture these UAC screens, you have a few options: Request the user to start the Remote Support client as…
Customize Remote Support
Customize TSplus Remote Support with your own company name and logo. The customization of your TSplus Remote Support client includes: Your logo Your product or company name Choose if the new file will launch your client in lite mode or in expert mode Set the generated password length Change the generated password behaviour to make it…
Embedding Remote Support in your own Software
Embed Remote Support in your own software: with a few lines of code, add one-click remote assistance to your product and improve your customers’ experience. Overview Embedding TSplus Remote Support in your software only requires a few steps: Generate a customized TSplus Remote Support client file Distribute this file with your software…
Permanently enable PROJECT_MEDIA permission on Android
Must-Know Basics Due to Android’s built-in security, every application must request the PROJECT_MEDIA permission from the user each time it attempts to share screen. Unattended Mode As a result, the current unattended-mode configuration will prompt the user for permission on every viewer connection. This behavior means the unattended…
Delete Account From TSplus Remote Support Android
To delete your account from the TSplus Remote Support application go to your settings Then go to your account And click on the “Delete” menu Note: all your informations including (email, computers, sessions, settings) will be permanently deleted without any possible recover.
Helpdesk Integration with TSplus Remote Support
Freshdesk Pre-requisites With this feature, you will be able to link remote support sessions with Freshdesk tickets, streamlining your support workflow. To begin using this integration, make sure you have: A Freshdesk account with API access. A dedicated Freshdesk user with permission to create and update tickets. TSplus Remote Support…
On-Premises / Self Hosted
Basic understanding This product has three main parts: a centralized API, a relay, and clients. The client is what end-users and support agents see and use to share a screen and control a computer. When the client starts, it contacts the centralized API, which directs it to the appropriate relay server. Once connected, the centralized…
Troubleshooting Client/Agent Logs
When experiencing latency issues, screen freezes, crashes, updates, etc. You must send the Agent and Server logs to the support team to analyze the problem. You will find a button in the Settings tab to generate logs and send them to us by email at support@tsplus.net Agent Version Client Version Logs Export