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: 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.
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. For detailed instructions on how to disable the automatic installation of Splashtop Streamer, see Disable Splashtop on specific machines
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
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.
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.
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.
