Connect remotely with AnyDesk (IT Departments)

AnyDesk provides secure and reliable remote access for supporting your users anywhere, anytime. AnyDesk can be used on Windows or Mac devices to connect to all your users' Windows and Mac devices. It is available for free to Atera Expert and Master plan users.

Note:

• No prior AnyDesk account is required.
• The integration is with AnyDesk's Enterprise package (see the full list of AnyDesk Enterprise features). Please note that the 'Address Book' feature is not available through Atera.

This article describes:

• Setting up AnyDesk in Atera
• Initiating a remote connection
• Disabling AnyDesk

Set up AnyDesk in Atera

You can set AnyDesk as your default remote access within Atera. By doing so, AnyDesk will automatically install on all your existing agents and any agents you install in the future.

AnyDesk can still be used without setting it as default — it will simply install on specific agents when remote access is first initiated on them.

To set AnyDesk remote access as the default remote access tool:

1. From Admin (on the sidebar), click Settings.

The Settings page appears.

2.  Click Remote Access (on the side menu). Then select the AnyDesk tab.

3. Click Set as default.

AnyDesk is now your default remote access and will be installed on all existing and new agents.

Initiate a remote connection with AnyDesk

You can use AnyDesk on your Windows or Mac OS device to connect to all your users' (Windows and Mac) devices. If this is your first time connecting via AnyDesk, you'll be prompted to download AnyDesk (Atera's custom version).
Note:

• Atera's custom AnyDesk version must be installed on your device to enable remote access —even if you've installed a generic version of AnyDesk in the past.
• Installation is one-time only, per technician device.
• Note about the newer Mac devices: When connecting to newer Mac devices that use the M1 processor, you'll need to instruct your users to manually install AnyDesk from the popup window that appears after initiating a connection with them. This is a temporary workaround and installation will become a completely automatic process in upcoming Atera versions.

Note about the newer Mac devices: When connecting to newer Mac devices that use the M1 processor, you'll need to instruct your users to manually install AnyDesk from the popup window that appears after initiating a connection with them. This is a temporary workaround and installation will become a completely automatic process in upcoming Atera versions.

See our video tutorial on connecting to your user's device via AnyDesk!

To connect to a device via AnyDesk:

1. From the Devices page, navigate to the Remote Access column and click the Connect dropdown on the device. Then select AnyDesk.

Note:

• If you've set AnyDesk as your default remote access, you can simply click Connect.
• If you've initiated a remote connection with AnyDesk before, go to step 5.

2. Click Download AnyDesk

3. Click on the downloaded file, at the bottom-left of the screen. The AnyDesk New Session screen appears.

4. Click Install AnyDesk.
Note: Installing AnyDesk on your device is a one-time process.

AnyDesk installs, and the AnyDesk Connection screen appears.

5.  Click Copy & open AnyDesk to copy the session password and access the authorization screen.
Note: The AnyDesk session password is necessary for a secure AnyDesk connection.  

The Authorization screen appears.

6. Paste the password into the field, and click OK.

The remote connection is initiated, and the AnyDesk session screen appears.
Note: Please allow a few seconds for AnyDesk to install, upon first connection with the device.

The session toolbar, at the top of the screen, displays available features and actions such as file transfer,  screenshots, chat, and more.

Note: You can access AnyDesk support articles, at any time, by clicking About AnyDesk from the hamburger menu icon ().

Disable AnyDesk

If you no longer wish to use AnyDesk remote access, you can easily disable and uninstall it from your agents. 

Note:

• For online agents, uninstallation will occur within one hour of disabling AnyDesk.
• For offline agents, the command will run after the agent appears online in the Atera Dashboard. The uninstall command will remain in the queue of offline agents for 30 days.

To disable and uninstall Anydesk from your devices:

1. From Admin (on the sidebar), click Settings.

The Settings page appears.

2.  Click Remote Access on the side menu. Then select the AnyDesk tab.

3. Click Disable and uninstall. A confirmation message appears.

4. Click Disable. The uninstall command is sent to the agents.