Remote access is a valuable tool for help desk technicians to provide support to their end-users. It allows technicians to remotely view user behavior, assess desktop environments, and identify application quirks, which in turn aids in diagnosing issues efficiently. Remote access also enables technicians to perform tasks such as installing updates and applications without requiring customer involvement. This streamlined approach minimizes disruptions for the customer and enhances the overall support experience.
Frequently asked questions
This section will cover the frequently asked questions regarding remote access through Atera.
Q: What remote applications can be used with Atera?
A: Atera fully integrates and provides seamless in-app remote access with the following remote access providers:
Q: What is the cost of remote applications?
A: Depending on the remote access software and subscribed Atera plan:
- Splashtop: Available to Atera Expert, Master, and Enterprise users, at no additional cost.
- Splashtop: Available to Atera Growth, Power, and Superpower users, at no additional cost.
- Splashtop Premium: Available as a paid add-on via the App Center.
- AnyDesk: Available to Atera Expert, Master, and Enterprise users, at no additional cost.
- AnyDesk: Available to Atera Growth, Power, and Superpower users, at no additional cost.
- TeamViewer: Not included in the Atera subscription, but you can bring your own TeamViewer license to use with Atera.
- ScreenConnect: Not included in the Atera subscription, but you can bring your own ScreenConnect license to use with Atera.
- Splashtop SOS: Not included in the Atera subscription, but you can bring your own Splashtop SOS license to use with Atera.
Q: What is the difference between Splashtop and Splashtop SOS?
A: Splashtop is designed for use exclusively on devices that have the Atera agent installed. On the other hand, Splashtop SOS allows remote access to devices even if the Atera agent is not installed.
Q: What distinguishes Splashtop from Anydesk?
A: For a comprehensive comparison of the features offered by Splashtop and Anydesk, see Difference between AnyDesk and Splashtop
Q: What features are offered by TeamViewer and ScreenConnect?
A: The available features of TeamViewer and ScreenConnect vary based on the license you have acquired directly from the respective vendor.
Q: Is it possible to customize the remote permissions settings for remote applications?
A: Certainly! With Splashtop, you have the flexibility to initiate a remote connection directly to a user's device. You can choose to allow the end user to accept or reject the connection, or even require Windows credentials when initiating the remote connection. Anydesk offers similar features where you can remotely connect to a device without any approval, or grant your end users the ability to accept the remote connection. However, for ConnectWise Control and TeamViewer, these options are not available in Atera, as they are controlled directly from their respective console. For more information, see:
- Splashtop attended access - Request permission to connect remotely
- Make Splashtop ask for Windows credentials
- AnyDesk remote access - To set AnyDesk remote access as 'Attended'
Q: Why do I see the error "Connection failed: user refused the connection request" when connecting with Splashtop?
A: This message appears when the remote connection requires end-user approval and the request is rejected or not accepted by the user.
This typically occurs when Splashtop is configured for attended access, meaning the end user must approve the remote session before the connection can be established.
Q: Is it possible to prevent end users from uninstalling Splashtop or AnyDesk from their devices?
A: Atera does not have a native feature to prevent end users from uninstalling AnyDesk or Splashtop. However, whenever you attempt to establish a remote connection to a device without Splashtop or AnyDesk installed, the Atera agent will automatically attempt to install the respective software (Splashtop or AnyDesk) based on your selected option.
Q: Can I add my own remote access application to use with Atera?
A: No, you cannot add custom remote access applications. Atera only supports the following built-in options: Splashtop, Splashtop SOS, Splashtop Premium, AnyDesk, TeamViewer, and ScreenConnect
Splashtop FAQ
Q: Which devices are compatible with initiating a remote connection with Splashtop?
A: Use Splashtop to remotely connect from Windows or Mac devices to Windows, Mac, and Linux devices.
Note:
- Splashtop supports Linux devices with monitors and Linux VMs with virtual monitors.
- Remote connections cannot be initiated from Linux devices. For more information, see Splashtop for Linux
Q: What is the installation process for Splashtop?
A: The Splashtop module consists of two parts: Splashtop RMM and Splashtop Streamer. To initiate remote sessions, you only need to install Splashtop RMM on the device from which you want to connect remotely. It's worth noting that Splashtop Streamer is automatically installed on devices that have the Atera agent installed.
Q: What is the purpose of Splashtop Streamer and Splashtop RMM?
A: Splashtop Streamer is an application that is automatically installed when the Atera agent is installed on a device. It enables remote connections to the device. On the other hand, Splashtop RMM is the application used by technicians to remote on devices that have the Splashtop Streamer installed.
Q: Is it possible to disable the automatic installation of Splashtop Streamer?
A: Yes, you can disable Splashtop on your devices. Doing so will prevent both installation and remote connections. Please note that this setting applies globally; it will disable Splashtop for all device types (Windows, Mac, and Linux) and across all customers or sites. For detailed instructions on how to disable the automatic installation of Splashtop Streamer, see Splashtop remote access - Disable Splashtop.
Q: What features does the Splashtop module offer?
A: The Splashtop module provides the following features:
- Chat functionality for communication with the end user during remote sessions
- File transfer capability
- Mouse and keyboard control for seamless interaction
- Whiteboard functionality for collaborative annotations
- Windows actions, such as CTRL+ALT+Delete, for enhanced control
Q: Is the chat transcript automatically saved in Atera?
A: No, the chat transcript is not saved automatically in Atera. However, during the remote session, you can choose to save the transcript of a chat session. Afterward, you can manually add it to the corresponding ticket in Atera.
Q: Is there a session recording feature in Splashtop?
A: While Splashtop's standard version doesn't include remote session recording, Splashtop Premium offers this feature, allowing you to review your recorded sessions. For more information, see Splashtop Premium
Q: Is it possible to view multiple monitors simultaneously with Splashtop?
A: While Splashtop's standard version is limited to viewing one monitor at a time — allowing users to switch between sessions on remote devices with multiple monitors — Splashtop Premium lets you seamlessly work across multiple screens at once. For more information, see Splashtop Premium
Q: When initiating a remote connection via Splashtop, the end user sees a popup in the bottom right corner of their screen informing them that I have connected to their device. Can this pop-up be removed?
A: While Splashtop's standard version doesn't allow end-user notification control, Splashtop Premium enables you to configure banner and popup notifications during remote sessions. For more information, see Splashtop Premium
With Splashtop’s standard version, the end user receives a notification when the technician connects to their device and another notification when the technician disconnects from the remote session.
Q: Does Splashtop receive regular updates?
A: Yes, both Splashtop RMM and Splashtop Streamer receive periodic updates to improve their security and functionality. When an update is available for Splashtop Streamer, the end user will receive a pop-up notification to accept the update. As for Splashtop RMM, you can check for updates by opening the software application on your device.
Q: Is it possible to use my own Splashtop license with Atera?
A: It is not possible to bring your own Splashtop license to Atera at the moment.
Q: Is Splashtop FIPS compliant?
A: Splashtop is not FIPS certified, but Splashtop servers support FIPS-validated cryptographic modules.
Q: Why is the "Connect" button greyed out when trying to remote into a Linux device running Ubuntu with KDE on Wayland?
A: Remote access in Atera requires a supported Linux distribution with a graphical desktop environment using X11. Currently, Wayland is not supported, so Atera may incorrectly detect the system as headless and disable the connect button. To use remote access, the device must run an X11-based desktop environment.
AnyDesk FAQ
Q: Which devices support initiating a remote connection with AnyDesk?
A: AnyDesk supports remote connections on Windows, Mac, and Linux devices.
Q: How can I prevent the installation of AnyDesk?
A: You can disable the installation of AnyDesk on your devices and block any direct connections to them from the Atera console. For more information, see Disable AnyDesk
Q: What features does AnyDesk offer?
A: AnyDesk provides the following features:
- Chat functionality for communication with the end user during remote sessions
- File transfer capability to easily exchange files between devices
- Mouse and keyboard control for seamless interaction with the remote device
- Whiteboard functionality for collaborative annotations and visual explanations
- Windows actions, such as CTRL+ALT+Delete, enhance control and perform specific functions
- Screen recording option to capture and save remote sessions for future reference
Q: Is the chat transcript automatically saved in Atera?
A: No, the chat transcript is not automatically saved in Atera. However, during the remote session, you have the option to save the transcript of a chat session. Afterward, you can manually add it to the corresponding ticket in Atera for future reference.
Q: Does AnyDesk support multiple monitors?
A: Yes, AnyDesk supports viewing multiple monitors simultaneously.
Q: Does AnyDesk receive regular updates?
A: Yes, our custom AnyDesk client receives periodic updates to improve security and functionality. Please note that updates for our custom client may be available at a later date compared to the default AnyDesk client. You can update AnyDesk directly from the custom client when the update is available, or by reinstalling the software application. For more information, see Upgrade to latest AnyDesk version
Q: Can I use my own AnyDesk license with Atera?
A: No, it is not possible to integrate your own AnyDesk license with Atera.
Q: Can I enable Two-Factor Authentication (2FA) on AnyDesk?
A: No, the AnyDesk integration with Atera does not support the setup of 2fa.
TeamViewer FAQ
Q: Can I use TeamViewer with Atera, and what license is required?
A: Yes. You can use your own TeamViewer Business, Premium, or Corporate license. Atera supports the integration but does not provide the license.
Q: How do I set up TeamViewer in Atera?
A: Go to Admin > Monitoring and Automation > Remote Access Settings, select TeamViewer, and enter your license details (API token, configuration ID for Corporate). You can also make TeamViewer your default remote tool.
Q: Which operating systems does TeamViewer support in Atera?
A: The TeamViewer integration supports Windows devices only.
Q: How do I connect to a device using TeamViewer in Atera?
A: After setup, launch a TeamViewer session from Devices, the Agent view, Customers/Sites, or Tickets. For Corporate licenses, TeamViewer Host will install automatically during the first connection.
Q: Are there extra charges for TeamViewer integration?
A: No additional Atera fee, but you must purchase your TeamViewer license directly from TeamViewer.
Q: Does Atera limit the number of TeamViewer sessions?
A: Up to three concurrent sessions are supported, but your actual limit depends on your TeamViewer license.
Q: Can I use TeamViewer exclusively and remove Splashtop?
A: Yes. Set TeamViewer as the default tool in Atera and uninstall Splashtop from devices. Adjust your settings to prevent automatic Splashtop reinstalls.
Q: Where do I manage TeamViewer session permissions?
A: Session permissions and banners are managed in the TeamViewer Management Console, not within Atera.
Q: What if the device already has TeamViewer installed?
A: The host will auto-update during your first connection if needed. Otherwise, Atera uses the existing host.
Q: What should I do if TeamViewer fails to connect?
A: Verify API keys, firewall access, and that the host is installed. Dismiss password prompts and retry. If using the new UI, Tier 2 support can apply an internal fix toggle.
Q: Can I deploy the TeamViewer Host manually?
A: Yes. Use the .MSI installer, upload it to Atera, and deploy via script using your API token/config ID.
Q: Who provides TeamViewer support?
A: Atera supports integration setup; licensing or UI issues should be directed to TeamViewer support.
ScreenConnect FAQ
Q: Is ScreenConnect included with my Atera plan?
A: No. ScreenConnect is a bring-your-own-license integration. You must purchase a license directly from ConnectWise.
Q: How do I configure ScreenConnect in Atera?
A: Navigate to Admin > Monitoring and Automation > Remote Access Settings, then enter your ScreenConnect URL, Instance ID, and Installer URL (.MSI only).
Q: Which operating systems does ScreenConnect support?
A: Atera’s ScreenConnect integration supports Windows devices only.
Q: How do I initiate a ScreenConnect session?
A: You can connect from the Devices, Agent Console, Customer/Site, or Ticket pages. The first connection installs the ScreenConnect host automatically if needed.
Q: What if a ScreenConnect host is already installed?
A: Atera will use the existing host and skip reinstallation.
Q: Can I customize ScreenConnect permissions?
A: Permissions and prompts are managed directly in your ScreenConnect console, not within Atera.
Q: Why do I see “Session group ‘All Machines’ does not exist”?
A: Create a session group called “All Machines” in your ScreenConnect Access tab to resolve the error.
Q: What if ScreenConnect connects to the wrong device?
A: Always remove devices via “Uninstall and Delete” in ScreenConnect. Deleting without uninstalling can cause endpoint mismatches.
Q: Can I use multiple ScreenConnect instances with one Atera account?
A: No. You can configure only one ScreenConnect instance per Atera account. Mixing IDs or domains may cause issues.
Q: Does Atera modify my ScreenConnect hierarchy?
A: No. Atera only interacts with existing endpoints; it does not alter your host or group structure.
Q: What are best practices for avoiding setup issues?
A: Use .MSI installers only, confirm URLs/IDs, avoid spaces, disable popup blockers, and follow official ScreenConnect documentation.
Q: Who provides support for ScreenConnect issues?
A: Atera assists with setup and integration issues. For license or platform-specific errors, contact ConnectWise/ScreenConnect support.
Technical Questions
This section will cover the technical questions regarding remote access through Atera.
Q: What security measures do AnyDesk and Splashtop provide?
A: Splashtop utilizes TLS (Transport Layer Security) and 256-bit AES (Advanced Encryption Standard) encryption to secure remote connections. AnyDesk, on the other hand, employs a combination of RSA 2048, AES-256-CBC, and TLS 1.2 encryption to ensure secure remote access.
Q: What are the system requirements for Splashtop and AnyDesk?
A: To view the specific system requirements for both Splashtop and AnyDesk, see Firewall Settings for Atera's Integrations. It contains detailed information on the hardware and software prerequisites for running Splashtop and AnyDesk.
Q: Where can I find a report of all remote access connections for a specific time period?
A: You can review all remote access connection activity using the Audit Log in Atera. The Audit Log provides a historical record of user actions, including remote session activity, allowing you to track connections performed within a selected timeframe.
