Help CenterWhether your customers work from home occasionally, on a regular basis, or need to transition during uncertain times, it is important to help them establish a remote connection to their work computers, from home. In order to ensure minimum disruption to regular work processes and optimum productivity, they will need a connection that works quickly, securely, and efficiently. Having a safe and reliable method for effectively working from home is crucial and can help ensure their continued productivity and success.
Atera's Work From Home add-on feature enables you to equip your customers with this essential productivity tool.
Note: You will be billed based on the maximum number of enabled devices you have during your billing cycle, regardless of their installation date.
This article explains how to:
- Activate Work From Home
- Enable remote access on all or some of your customer devices
- Assign a contact to a device (agent)
- Share the remote access link with your customers
- Reset customers' phone number
- Remote print
- Disable Work From Home
- View your subscription
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 manually enable it
To enable Splashtop:
1. From Admin, on the side panel, click Settings.
The Settings page appears.
2. Click Remote access. Then go to the Splashtop tab.
4. Deselect the Disable Splashtop Remote Connection box. Then click Save. Within 24 hours Splashtop will be fully enabled.
Note: You'll need to manually install a Splashtop streamer on each device you wish to enable remote access on.
To activate Work From Home:
See a video that explains the activation process
1. From the left-hand panel, click Work From Home. The activation page appears.
2. Click Try before you buy, for a 7-day, free trial.
Note:
- After the trial ends, your subscription will begin.
- You will not be charged until you enable remote access on at least one customer device.
- You will be billed based on the maximum number of enabled devices you have during your billing cycle, regardless of their installation date.
Enable Remote Access
Admins can enable remote access on all or some of the customer devices.
To enable remote access:
1. From Customers, on the side panel, select your customer.
2. Select a customer. The customer page appears.
3. Go to the Devices tab > All tab > Click on the
icon dropdown menu.
4. Click Work from home. The Work From Home Settings screen appears.
Note: Servers do not appear in the list of agents.
4. Select the agents (devices) on which you wish to enable remote access. Then click Enable.
Remote access is now enabled on the customer device(s).
Note: You can only enable remote access on a device that has a contact assigned to it. If unassigned, the agent and associated row will appear grayed out.
To assign (or reassign) a contact to a device (agent):
1. Click the
icon, in the contact field.
The Assign Contact to Agent screen appears.
2. Select the contact you wish to assign from the dropdown menu, and click Save
The contact is now assigned to the agent.
Note: While multiple contacts can be selected, only the first one on the selected list will be able to use 'Work From Home' (which currently supports only one contact per device).
Once the customer device is enabled, you will need to share the remote access link with your customer.
To share:
Click Copy link at the bottom of the Work From Home Settings page, and share it with your customer, along with their Customer Portal username and password.
Note: Your customer will get a login prompt, and will need to enter their Customer Portal username/password to access their computer remotely. You can set or change the password. They will also be instructed to download Splashtop, the first time they connect.
See a video that explains the login process (and share it with your customer).
Reset Customer's Phone Number
In case the end-user enters an incorrect phone number when first using the Work From Home feature or they simply need to change the phone number to a different one, you can follow the steps below and allow them to start from scratch:
To reset remote access:
1. From the left-hand panel, click Customers. The Customers page appears.
2. Click on a customer. The Customer page appears.
3. Go to the Devices tab > All tab > Click on theicon dropdown menu.
4. Click Work from home. The Work From Home Settings window appears.
5. Select the agents (devices) on which you wish to reset remote access.
6. Click on Disable. Then click on Enable.
Remote access has now been reset, allowing the user to start from scratch by entering a new phone number.
7. Share the remote access link with your customer.
Note: The 2FA for Work From Home (the security code received via SMS) is reset once every 7 days.
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.
Disable Work From Home
To disable remote access:
1. From the left-hand panel, click Customers. The Customers page appears.
2. Click on a customer. The Customer page appears.
3. Go to the Devices tab > All tab > Click on theicon dropdown menu.
4. Click Work from home. The Work From Home Settings window appears.
5. Select the agents (devices) on which you wish to disable remote access.
6. Click on Disable.
Remote access has now been disabled for the selected device(s).
Note: The Work From Home add-on is charged based on your maximum usage for the previous 30-day duration. Learn more
View your subscription
You can view your subscription information, including the number of devices using the feature in the current billing cycle.
To view your subscription:
1. From Admin, on the side panel, click Subscription
2. Click the Work From Home tab.
The Subscription page appears.
Ilana Wolf