Atera’s Work From Home (WFH) feature empowers organizations to provide secure remote access for end users to their work computers using Splashtop.
This FAQ outlines everything you need to know — from setup and billing to troubleshooting and security — to help admins and users make the most of Atera’s remote access solution.
Overview
Q: What is Work From Home (WFH) in Atera?
A: Work From Home allows end users to remotely access their work computers securely through Splashtop integration.
Q: How do I enable Work From Home in Atera?
A: Enable the feature from the App Center, assign devices to end-users, and send them the access link.
Q: Which remote tool is used for WFH?
A: Atera leverages Splashtop for remote connectivity.
Q: Can Work From Home be used without a VPN?
A: Yes, it functions fully without requiring a VPN connection.
Q: Is remote access secure?
A: Yes, all sessions are encrypted.
Setup and Configuration
Q: How do I set up WFH on a new device?
A: Install the Atera agent, enable WFH in the App Center, and assign the device to a user.
Q: How do I add or invite a user to WFH?
A: Assign the device for remote access and send the WFH link from the customer’s tab.
Q: How do I send or regenerate the WFH setup link?
A: Use the customer’s “Work From Home” tab in Atera to copy or regenerate the access link.
Q: Where can I find the Work From Home URL?
A: The URL is available in the customer’s Work From Home tab within the Atera console or instruct them to login to their Customer Portal.
If your contacts need a little help connecting to their devices via the Customer Portal, send them Connecting via Atera's Work from Home
Q: Can I customize the WFH portal with a company logo?
A: No, portal customization isn’t currently supported.
Compatibility and Access
Q: Can users connect from Mac to Windows or vice versa?
A: Yes, Splashtop supports cross-platform connections between macOS and Windows.
Q: Does Splashtop auto-detect the OS for installation?
A: Yes, it automatically provides the correct version based on the user’s system.
Q: Does WFH support multi-monitor setups?
A: Yes, multi-monitor configurations are supported if Splashtop Premium is enabled.
Q: Do users need admin rights to install Splashtop?
A: Standard user rights are sufficient; admin credentials are not usually required.
Billing and Licensing
Q: How is WFH billed?
A: It’s billed per device, per month, based on the maximum enabled device count during the billing cycle.
Q: Are annual plans available?
A: No, billing is monthly only.
Q: Are licenses transferable between devices?
A: Licenses can be reassigned between devices. However, billing is based on the total number of devices that were active at any point during the billing cycle.
For example, if licenses were active for devices A and B, and during the same billing cycle you disable A and enable C, you will be billed for three devices for that cycle.
Q: How can I check billing for WFH devices?
A: You can check the devices where you have this enabled on each customer's page.
User Management
Q: How do I change the user assigned to a device?
A: Reassign access in the App Center and resend the access link.
Q: Can multiple users access the same device?
A: Access is assigned per user/device; concurrent sessions are are not supported.
Q: How do I disable or temporarily suspend WFH access?
A: Remove or disable the device assignment in the Customer's page
Q: How do I reset a user’s WFH credentials?
A: Reset them from the contact's page.
6. Security and Compliance
Q: Is 2FA available for WFH users?
A: Yes, 2FA is enabled for each contact.
Q: Are sessions encrypted?
A: Yes, Splashtop uses end-to-end encryption.
Q: Can admins monitor user sessions?
A: No, for privacy reasons, technicians cannot monitor end-user sessions.
Q: Are sessions logged for auditing?
A: Yes, connection timestamps and user details appear in device activity logs.
Q: Can screen blanking be enabled?
A: No, Splashtop’s WFH sessions do not currently support screen blanking.
Connectivity and Troubleshooting
Q: Does remote access work if the device is offline?
A: No, the target computer must be online for remote access.
Q: What should I do if users can’t connect?
A: Verify the feature is enabled, Splashtop is installed, and the device is online; contact support if issues persist.
Q: How do I resolve “cannot find WFH instance” errors?
A: Check device assignments and ensure the correct contact is configured.
Q: What if antivirus or firewall blocks Splashtop?
A: Whitelist Splashtop components according to Atera’s documentation.
Q: What should I do if the remote desktop is blurry or slow?
A: Test network connections on both ends and adjust quality settings as needed.
Usage and Features
Q: Can remote users perform updates or installations?
A: Yes, if they have admin rights on the remote device.
Q: Can users print remotely?
A: Remote printing may be available, depending on your Splashtop configuration.
Q: Is sound forwarded during sessions?
A: Yes, audio forwarding is supported if enabled in Splashtop.
Q: Are session times logged or auditable?
A: Yes, device activity logs include session details.
Q: Can access hours be restricted or scheduled?
A: Scheduling isn’t built-in; use external device policies for restrictions.
Q: Can I temporarily disable WFH access?
A: Yes, remove the device assignment to suspend access temporarily.
Reporting and Monitoring
Q: Is there a WFH usage report?
A: Not built-in; you can request one from Atera support.
Q: Can I see which devices have WFH enabled?
A: Check the Work From Home section in the customer's page.
Q: Can sessions be audited for compliance?
A: Yes, activity logs provide timestamps and user details for review.
Support and Resources
Q: Who can I contact for troubleshooting?
A: Contact Atera support or open a service ticket for assistance.
Q: Is there documentation with setup screenshots?
A: Yes, the Atera Help Center provides complete setup guides with visuals.
