How does a technician start an On-Demand Assist session?

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On-Demand Assist - the new name for Instant Support

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A technician must:

  1. Sign in to VNC Viewer using their own RealVNC account credentials (created when accepting your team invitation).

  2. Click the On-Demand Assist button in the VNC Viewer menu bar:

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All subsequent instructions are displayed in-app. In summary, the technician:

  • Instructs the end user to navigate to a web site, download a disposable app, and run it.
  • Gives the end user a 9 digit code unique to the session.
  • Waits for the end user to enter the code, upon which the session starts automatically.

Note that an out-of-band communication channel is assumed; there’s no mechanism built-in to VNC Viewer to transmit instructions, codes or URLs from technician to end user.

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