Enable seamless remote work for your end users with Atera's Work from Home add-on. Provide fast, secure, and efficient connections to office computers from any location, maintaining productivity and business continuity. This essential tool is key for adaptable and successful remote work scenarios.
Activate Work from Home
Remote access is provided through Splashtop, which is enabled in your system by default. This means the Atera Agent, which is installed on all devices, includes the Splashtop streamer.
Note: If Splashtop has been disabled in Atera, you can enable it via Admin > Monitoring and automation > Remote access settings > Splashtop. Learn more
To activate Work from Home:
1. From App Center (on the sidebar), select Work from Home.
The Work from Home page appears.
2. Click Try before you buy, for a 7-day free trial.
Work from Home is activated. You can now enable it for your end-user devices.
Note:
- After the trial ends, your subscription will automatically begin.
- You will not be charged until you enable Work from Home on at least one device.
- You will be billed based on the maximum number of enabled devices you have during your billing cycle, regardless of their installation date.
Assign a user to an agent
To assign a user to an agent:
1. From Sites (on the sidebar), select the site.
The Site page appears.
2. From the Work from Home tab, click the User dropdown. Then select the user.
Note: While multiple users can be selected, Work from Home currently supports only one user per device.
The user is assigned to the agent. Now you can enable Work from Home on the agent
Assign a contact to an agent
To assign a contact to an agent:
1. From Customers (on the sidebar), select the customer.
The Customer page appears.
2. From the Work from Home tab, click the Contact dropdown. Then select the contact.
Note: While multiple contacts can be selected, Work from Home currently supports only one contact per device.
The contact is assigned to the agent. Now you can enable Work from Home on the agent
Enable Work for Home
Once Work from Home is enabled for at least one device under a site, all users within that site will see a new Work from Home tab in their Service Portal. From there, they can remotely access their work device (if it's been specifically enabled for them).
Once Work from Home is enabled for at least one device under a customer, all contacts within that customer will see a new Work from Home tab in their Customer Portal. From there, they can remotely access their work device (if it's been specifically enabled for them).
Note:
- You must assign a user to the agent to enable Work from Home.
- You must assign a contact to the agent to enable Work from Home.
- Servers do not appear in the list of agents.
- You will be billed based on the maximum number of enabled devices you have during your billing cycle, regardless of their installation date.
To enable Work from Home remote access:
1. From Sites (on the sidebar), select the site.
The Site page appears.
2. From the Work from Home tab, select the device(s). Then click Enable.
Note: You can also enable individual agents by clicking on the status dropdown menu.
Remote access is now enabled on the selected device(s). Now you can share remote access link with the user
To enable Work from Home remote access:
1. From Customers (on the sidebar), select the customer.
The Customer page appears.
2. From the Work from Home tab, select the device(s). Then click Enable.
Remote access is now enabled on the selected device(s). Now you can share remote access link with the contact
Share remote access link
Share the link with your users so they can connect to their work devices via the Work from Home tab in their Service Portal.
Share the link with your contacts so they can connect to their work devices via the Work from Home tab in their Customer Portal.
Note: To verify the connection, an SMS is sent to the end user's mobile number listed on the User page. If that number isn't available, the SMS will be sent to the phone number on the Site page. If neither number exists, the end user will be prompted to enter their mobile number during their first connection attempt. If SMS delivery of the verification code is not possible, the end user will instead receive the code via email.
Note: To verify the connection, an SMS is sent to the contact's mobile number listed on the Contact page. If that number isn't available, the SMS will be sent to the phone number on the Customer page. If neither number exists, the contact will be prompted to enter their mobile number during their first connection attempt. If SMS delivery of the verification code is not possible, the contact will instead receive the code via email.
To share the remote access link:
1. From Sites (on the sidebar), select the site.
The Site page appears.
2. From the Work from Home tab, click Share link.
3. Share the Service Portal link with the end user and tell them to log in.
Note: If they've forgotten their Service Portal password, you can always reset it
If your users need a little help connecting to their devices via the Service Portal, send them Connecting via Atera's Work from Home
1. From Customers (on the sidebar), select the customer.
The Customer page appears.
2. From the Work from Home tab, click Share link.
3. Share the Customer Portal link with the contact and tell them to log in.
Note: If they've forgotten their Customer Portal password, you can always reset it
If your contacts need a little help connecting to their devices via the Customer Portal, send them Connecting via Atera's Work from Home
Reset remote access
In case the user enters an incorrect phone number when first using the Work From Home feature or wants to change the phone number to a different one, follow the steps below to allow them to start from scratch.
In case the contact enters an incorrect phone number when first using the Work From Home feature or wants to change the phone number to a different one, follow the steps below to allow them to start from scratch.
To reset remote access:
1. From Sites (on the sidebar), select the site.
The Site page appears.
2. From the Work from Home tab, select the device.
3. Click Disable. Then click Enable.
4. Share the remote access link with the user
To reset remote access:
1. From Customers (on the sidebar), select the customer.
The Customer page appears.
2. From the Work from Home tab, select the device(s).
3. Click Disable. Then click Enable.
4. Share the remote access link with the contact(s).
Who's working from home?
Forget peeking in window by window (or site by site). Filter devices to spot every Work from Home-enabled device across your account.
Forget peeking in window by window (or customer by customer). Filter devices to spot every Work from Home-enabled device across your account.
To view all devices with Work from Home enabled:
1. From Devices, click Filters.
The Filter panel appears.
2. At the bottom, click Advanced filters.
The Advanced filters window appears.
3. Select Work from Home > Is > Enabled. Then click Apply.
The page updates to show only devices with Work from Home enabled.
Remote print
Splashtop remote print allows you to print files from a remote computer to a local printer. You can print files from both remote Windows or Mac machines.
Note: Remote print only works during an active remote session.
View subscription information
You can view your subscription information, including the number of devices using the feature in the current billing cycle. Learn more
To view subscription information:
1. Go to Admin > My account > Subscription.
2. Click the Work from Home tab.
The Work from Home tab displays the following information:
- Billing cycle: Monthly or annual.
- Subscription details: Displays the price per device per month, the number of devices, and the cost per month (excluding tax).
- Payment method: Note that changing your credit card replaces payment info for ALL Atera services
Disable Work from Home
Note: The Work from Home add-on is charged based on your maximum usage for the previous 30-day duration. Learn more
To disable Work from Home:
1. From Sites (on the sidebar), select the site.
The Site page appears.
2. From the Work from Home tab, select the device(s). Then click Disable.
Note: You can also disable individual agents by clicking on the status dropdown menu.
Remote access is now disabled on the selected device(s).
1. From Customers (on the sidebar), select the customer.
The Customer page appears.
2. From the Work from Home tab, select the device(s). Then click Disable.
Note: You can also disable individual agents by hovering your mouse over the device row and clicking Disable.
Remote access is now disabled on the selected device(s).
