You can get access to all the tools that VMware RemoteHelp offers by interacting with the toolbar and providing customer service remotely with the Remote View and Remote Control (VMware RemoteHelp Plus only) tools.

Main Menu Toolbar

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The main menu toolbar appears in the top-center of the screen, giving you direct access to multiple features and functions.

– The Home button gives you access to all the client tools.

– The Info button displays the session logs, the VMware Privacy Policy, and the version number of the VMware RemoteHelp console.

– The Connectivity indicator shows when an active session is running.

– The Fit to Screen button stretches or shrinks the host device skin, as represented in the VMware RemoteHelp console, in a way that makes it fully visible given the current size of your browser window.

– The Graphics Sharpen slider allows you to adjust the sharpness of the host device image displayed in the VMware RemoteHelp console. Such adjustment may be needed if the image is illegible.

– The Virtual Keyboard button starts the on-screen keyboard during Remote Control sessions (for VMware RemoteHelp Plus customers only).

– The Remote View button indicates that a Remote View session is active. Selecting this button lets you elevate the Remote View session to Remote Control, provided you are a VMware RemoteHelp Plus customer and the device you are remoting into is an Android device. The Remote View tool is the only tool available for VMware RemoteHelp Standard customers.

– The Remote Control button indicates that a Remote Control session is running and you can select it to demote your session back to Remote View. Applies only to VMware RemoteHelp Plus customers and only for Android devices.

– The Ellipsis button contains access to the Whiteboard, Shortcuts, and the System Summary.

– The Fullscreen button maximizes the VMware RemoteHelp console in such a way that it fills the display at its current maximum resolution.

– The End Session button stops any currently running session.

Virtual Keyboard

The virtual keyboard is used to send key commands to the remote device.

If you remote into a device that is configured in a different language than your remote management device, you must use the virtual keyboard to access those special keys.

Copy & Paste with Virtual Keyboard

The virtual keyboard is the method by which you can copy a string of text from the VMware RemoteHelp console and paste it onto the user's device.

Initiate copy & paste during a Remote Control session by taking the following steps.

  1. From the device that runs the VMware RemoteHelp console, select a text string from your application of choice.
  2. Copy it to the clipboard by hitting Ctrl-C on your keyboard.
  3. Switch to the VMware RemoteHelp console with the Remote Control session running.
  4. Open the virtual keyboard () from the toolbar.
  5. Click anywhere in the grey colored area that runs across the top of the virtual keyboard, to the right of the Auto Send switch.
  6. Paste it onto the virtual keyboard by hitting Ctrl-V on your keyboard.
  7. Ready the application on the user device to receive the text string. Do this by placing the pointer on the spot you want the text string to be pasted.
  8. Switch back to the virtual keyboard and select the green send button to the far-right of the virtual keyboard to paste it onto the application you made ready above.

Whiteboard

The whiteboard functionality allows you to highlight a specific item to the host device user. The whiteboard allows you to draw, highlight, and point to areas on the screen.

To use the whiteboard, select the Elipsis icon () followed by the Whiteboard icon () from the Main Menu Toolbar.

The whiteboard menu consists of the following items.

This feature is supported by Android, macOS, and Windows 10 devices.

Shortcuts

The shortcuts menu grants access to common administrator tools and useful functions such as the Command Prompt, Control Panel, Event Viewer, Network and Sharing screen, Registry Editor, Restart PC, Services, Show Desktop, and Task Manager.

System Summary

The System Summary contains information used to diagnose issues on a device while connected. There are five subsections within System Summary.

  • The Device Information pane provides at-a-glance information about the remote device during troubleshooting. The pane displays signal strength, battery, network status, storage, and main memory information.
  • The Application List subsection displays all the installed applications on the device.
  • The Process List subsection displays all processes running on the device and includes the option to kill or stop only those processes that can be killed.
  • The Service Book subsection displays all services running on the device.
  • The Share Screen subsection displays a historical log of all prior remote sessions.

All the content in each subsection can be searched using the Search list below feature, located in the upper-right corner of the System Summary screen.

You can also select the Export button (to the right of the search function) to export each subsection to an Excel-viewable file saved to your device for detailed analysis.