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  1. Option to hide the floating window

    Would like an option to hide the floating window that that says Shift-F2 to chat Shift-F10 to disconnect on the customer's computer or make it visible to the customer but not to me.

    9 votes
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    0 comments  ·  Flag idea as inappropriate…  ·  Admin →
  2. Provide Supported Mac Specialist software

    I support all my clients from a Mac running Parallels. It would be great to provide a Mac native specialist client that's supported. The software currently offered seems buggy at best and requires the emulator portion.

    9 votes
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    3 comments  ·  Flag idea as inappropriate…  ·  Admin →
  3. Allow Specialist to remove unattended access.

    I often use unattended access in one-off situations and over longer periods of time (a day or two) to ensure I maintain connectivity as needed until the job is done. But when it's done, I can't remove unattended access without involving the customer. Why? Of course the customer should be involved in granting unattended access - but a Specialist should have the ability to remove that access without bothering the customer - who may not even be present. Just as we already have the ability to completely uninstall the software (or not) at the end of a regular, non-unattended, session.…

    4 votes
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    0 comments  ·  Flag idea as inappropriate…  ·  Admin →

    You can remove unattended access without your customer’s permission.

    Modern app:
    - Choose the unattended customer from your list
    - In the bottom app bar, choose “Delete”

    Desktop app:
    - Choose the unattended customer from your list
    - Beneath the list, click the hyperlink, “Delete unattended access”

  4. Send an e-mail when an unattended client is added

    Sometimes my clients add themselves to unattended, and just appear in my list. Can an e-mail or notification be sent each time someone is added?

    4 votes
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    0 comments  ·  Flag idea as inappropriate…  ·  Admin →

    This feature has now been added. Thanks for the suggestion!

    A software upgrade is not necessary on either the Customer or Specialist side.

    You will now receive an e-mail any time your customer grants or revokes unattended access.

    The e-mail will include customer contact info plus any private notes you or other specialists may have added.

  5. Malwarebytes(quick) failing to download

    Using remote D7 tools, Malwarebytes(quick) is failing to download - error is "not found in 3rd party folder" - any idea how I can fix this

    4 votes
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    1 comment  ·  Flag idea as inappropriate…  ·  Admin →
  6. Screen scaling on Win 8 app

    When connecting to remote machines the app doesn't scale the remote screen resulting in scroll bars having to be used.

    Scale the remote desktop and make it easier to work on.

    3 votes
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    0 comments  ·  Flag idea as inappropriate…  ·  Admin →

    You can scale the screen in the Windows Store app in two ways:

    In Pan Mode (icon = hand):
    1) Using mouse, Ctrl+MouseWheel
    2) Using touch, pinch-to-zoom

    In Grab mode (icon = target), these gestures will be sent to the remote PC instead of acting as a local zoom.

    To toggle between Pan and Grab, click the Target/Hand icon on the bottom left of the bezel.

    More details on Pan and Grab mode are available from the Help on the Home Screen of the app.

    In the desktop (Win32) app, you can change the screen scaling by choosing a different zoom level in Tools → Settings.

  7. Automatically pick the right technician

    Is there a way to have my technician accounts automatically picked from the drop down instead of asking the customer to do it?

    3 votes
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    0 comments  ·  Flag idea as inappropriate…  ·  Admin →

    By default, Instant Housecall will automatically choose the most sensible Specialist based on a set of rules.

    Here is the default behavior you can expect:

    - if the customer has worked with a specific Specialist recently, the call will be routed to that Specialist
    - if that Specialist is not available, they’ll be routed to someone else on the same team
    - if nobody is available on that team, they’ll be routed to someone at the same company
    - finally, if nobody is available, they’ll be prompted to leave a message or wait for a Specialist to sign-in.

    Your customer can also explicitly choose a different Specialist from the drop-down on the Start Session screen or by clicking the Options tab.

    If this isn’t the behavior you prefer, you can pass a “Specialist Preference” in the download URL.

    There are two different modes for Specialist Preference:
    - sticky mode:…

  8. Allow two specialist to remote into the same computer - like if one specialist needs help from a second specialist.

    Allow two specialist to remote into the same computer - like if one specialist needs help from a second specialist.

    3 votes
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    0 comments  ·  Flag idea as inappropriate…  ·  Admin →

    Thanks for reaching out! This feature is currently available in Instant Housecall.

    Win32/64:
    - On the Specialist PC, choose Connection → Conference call

    Windows 8:
    - On the Customer PC, right click the system tray icon and choose “Conference call”

    A dialog box will appear. Type the e-mail address of the Specialist you’d like to add to your connection.

    If you prefer to “transfer” the call, then first Specialist can exit the session at any time.

    I’m going to mark this item as closed, but if you have further questions, please don’t hesitate to comment below.

  9. Unattended search on Windows 8 app

    On home screen, ability to search through unattended (start to type on keyboard and have it narrow down the search) – This would help speed up productivity

    3 votes
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    completed  ·  0 comments  ·  Flag idea as inappropriate…  ·  Admin →
  10. Share My screen

    After we connect to a client. It would be nice to allow the client to see my screen without control or able to give control for training reasons and demo's.

    3 votes
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    0 comments  ·  Flag idea as inappropriate…  ·  Admin →
  11. Cancel for "End Session"

    When I start to End Session, either by keyboard or menu, The "End Session" window appears. Is there a way to add a CANCEL option so that I can go back to remote control?
    Clicking on the X in the upper-left hand corner doesn't do this - it just ends the session.

    A number of times I've remembered something I was asked to do at this point but I couldn't without going through the whole process of requesting the Customer to reconnect to me.

    3 votes
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    2 comments  ·  Flag idea as inappropriate…  ·  Admin →
  12. Remote printing

    Feature request: if customer prints during a session it prints on the specialist's pc.

    2 votes
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    0 comments  ·  Flag idea as inappropriate…  ·  Admin →
  13. File Transfer Progress Bar

    When I am waiting for a file to be transferred remotely, could a progress bar also be displayed to the customer? I imagine this would work best in the "Shift-F2" and "Shift-F10" dialog, perhaps with the ability to transfer more than one file simultaneously?

    2 votes
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    3 comments  ·  Flag idea as inappropriate…  ·  Admin →

    A file transfer progress bar is available in the current version.

    Windows 8 app:
    File transfer progress indicator is visible on the bezel, beneath the Start button. You will only see the progress of file transfers in bezel-mode.

    Desktop app:
    On the Customer’s PC, look in the taskbar — clicking the icon there will show you a progress bar for your file transfer from Customer to Specialist.

    If you’re transferring Specialist to Customer, the progress is shown in the menu bar.

  14. Ability to change color tiles for different company.

    Change tile color in unattended list

    2 votes
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    0 comments  ·  Flag idea as inappropriate…  ·  Admin →
  15. Scroll wheel in Windows Store app

    The mouse scroll wheel doesn't get sent to remote.

    2 votes
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    0 comments  ·  Flag idea as inappropriate…  ·  Admin →

    In the modern app, there are two mouse modes: pan and grab.

    In pan mode, the scroll wheel lets you pan around the screen with the mouse.

    In grab mode, the scroll wheel is sent to the remote PC.

    To change between grab and pan, click the hand/target icon on the bezel. The hand represents pan and the target represents grab. More details are available in the user guide available from the Home Screen of the modern app.

  16. Where is the Windows 8 app?

    I can't find it in the store

    2 votes
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    0 comments  ·  Flag idea as inappropriate…  ·  Admin →
  17. Zoom remote screen?

    How do I zoom the remote screen?

    1 vote
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  18. 1 vote
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    0 comments  ·  Flag idea as inappropriate…  ·  Admin →
  19. 1 vote
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    0 comments  ·  Flag idea as inappropriate…  ·  Admin →

    Thanks for reaching out. The most likely culprit here is a conflict with a DisplayLink adapter. Check your customer’s drivers for DisplayLink, and if it exists, remove it then try reconnecting. If the problem persists, reach out again and I’d be happy to assist further.

  20. Transferring large files?

    Tryiong to transfer a 9.25 GB pst file to my computer. Initially, it started at about 2:45 remaing, but now has been stuck at about 5 seconds left for nearly 45 minutes., but the progress bar currently shows 2.5 GB (& counting) of 1.56 GB transferred.
    Probably not to time to have thought about this, but I'm guessing compressing the file would have been a good idea!
    Any suggestions?

    1 vote
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    3 comments  ·  Flag idea as inappropriate…  ·  Admin →
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