Overview
Assist is the easy-to-use and secure remote support solution (via protocols such as wss:// and https://).
It allows you to quickly and effectively address the needs of your end-users.
Additional information on our rgsystem.fr site
Table of Contents:
- Features and Characteristics
- Additional Information
- Connection History
- With or Without Approval
- Keyboard Shortcuts on the Remote Machine
- Blocking Remote Control Commands
- Multi-Screens
- Adjusting Image Quality
Full web
No installation - Easy access
With or without agent
Remote support with or without pre-installation of the tool
With or without approval
Secure approval request before remote control, or the option to lock an open Windows session in order to connect to the machine
Copy/paste text
Respects habits with this essential function
File transfer
No format or size limit - Encrypted and compressed streams
Display of the remote control mouse
The cursor of the remote control mouse is displayed to facilitate diagnostics with Assist.
Multi-screens
Possibility to display all screens on different tabs
Rating
Possibility to leave a comment and a rating for RG System - Transparency
Hosted in France
Performance - Compliance - Proximity - Sovereignty
Billing
Connection to the machine and non-nominal uses. A common channel pool is available, allowing simultaneous remote support within the limits of available channels.
Free trial
Possibility to test the solution free for 30 days
Windows and macOS
Available for Windows and macOS environments
Additional Information
- Copy/paste is not available on the Firefox browser. Please use the Chrome browser to take advantage of this feature.
- Text copy limitation to less than 102400 characters
- Secure connection via protocols such as wss:// and https:// (among others)
Connection History
You can check the history of your Assist connections from the "Connection Logs" tab of a node, as well as view the indicators that allow you to have an overview of your remote maintenance activity.
The three available indicators above the table govern its sorting and filtering, so you can obtain values by node, agent, technician...
With or Without Approval
Secure approval request before remote control:
- Display of a warning banner in the case of a remote control request from a non-certified / validated account (in Trial)
- or the option to lock an open Windows session in order to connect to the machine.
Keyboard Shortcuts on the Remote Machine
To compensate for the lack of support for certain shortcuts, Assist provides a list of shortcuts to send to the remote machine from the "Actions" menu during a remote support session.
Here is the menu in question, with the shortcuts listed:
This shortcut menu also lets you modify the nature of keyboard information transmission.
You can find this setting by clicking on the character symbol at the top right of the shortcuts.
Unicode mode is the default mode for remote control.
The native mode, on the other hand, allows you to transcribe not the character but the position of the keyboard key, so that in certain cases you can transmit the information to software programs that don't interpret Unicode.
The setting is saved from one start-up to the next. Don't hesitate to change modes as needed if you encounter difficulties transmitting your keystrokes during remote control.
Please note: The default Unicode mode is suitable for the vast majority of cases, but in some particular remote control set-ups on machines that themselves control virtual machines remotely, Unicode mode may have its limitations. That's what native mode is for :)!
Translated with DeepL.com (free version)
Blocking Remote Control Commands
To block a user's commands, use the button provided in the Assist action bar.
Press the icon again, or close the session (via the "X" in the top left) to unblock the user's commands.
The blocked user can use the "CTRL + ALT + DEL" shortcut to end the blockage.
Multi-Screens
You can display additional screens of a user in new tabs of your browser by clicking on "new tab"
Adjusting Image Quality
During remote support, it is possible to adjust the image quality by clicking on "settings" in the menu.
By default, the settings are positioned on 1080 HD /16-bit resolution.
To maximize your experience when using Assist, we recommend adopting one of the following configurations based on your computer hardware:
- low quality (480p @ 8 bit): 10 KB/s in download and 200 KB/s in upload per displayed screen
- standard (1080p @ 16 bit): 10 KB/s in download and 1 MB/s in upload per displayed screen
- high quality (4K @ 32 bit): 10 KB/s in download and 10 MB/s in upload per displayed screen
The faster your connection (ping<50ms), the higher the resolution and quality. To maintain a continuous flow, you can lower the resolution and color level.