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General

  • What is Zoho Assist?

  • How does Zoho Assist work?

  • Are connections possible between computers running different operating systems?

  • How Zoho Assist is different from conventional Remote Desktop applications?

  • What are the system requirements of Zoho Assist?

  • What type of files can I exchange with my clients? Is there any file size limit?

  • Is it possible to access and control mobile devices using Zoho Assist?

  • Can I invite another technician to an on-going remote session?

  • Can a customer terminate the remote session when wants?

  • How can I get technician specific reports?

  • How can I import contacts from my Google account?

  • Can I increase the quality of the screen shared? 

  • How can I add technicians to my organization account?

  • What are all the domains I should exclude in my firewall to make zoho assist work?

  • Why is the gateway not reachable?

  • Can I use Zoho Assist in any other language?

  • Can I inform the technician about the general Do's and Don'ts during a support session?

Remote Support

  • Do I need to install any software prior to establishing a remote session?

  • Are there time limits or no activity time-out periods during sessions?

  • How do I invite a customer for a remote support session?

  • Can I mark previous sessions as favorites for future reference?

  • How many simultaneous sessions I can run through Zoho Assist?

  • Is it possible to send personalized email invites to customers?

  • Can the customer get connected to a remote support session directly from my webpage?

Security

  • Is Zoho Assist secure?

  • Will Zoho Assist create any problem since it works through Firewalls and proxies?

  • Why do I get a warning about saving the ZA_Connect.exe file? (Windows Only)

Payment related queries

  • How can I update my credit card details, in case it changes after subscribing to Zoho Assist?

  • How can I cancel my subscription?

  • Will you send any receipt for the paid subscription?

  • What payment methods do you accept?   

  • How to setup and manage recurring payments/renewals on Zoho Assist?

  • How can I upgrade my account to a paid plan?

  • How to move an existing offline billing profile to an online billing profile?

  • What is your refund policy?

Unattended Remote Support

  • Is it possible to deploy unattended installer to multiple computers from the technician's end? I mean bulk or mass deployment.

  • Can I initiate an unattended session with the consent of the customer? 

  • How many computers can one add in unattended access?

  • How many technicians can I add for unattended access?

  • How to connect to the unattended device directly?

  • How to connect to the unattended device as a specific user ?

  • What does "Please wait while the remote agent is connecting to the session" mean?

  • What happens when confirmation is enabled?

  • What does "Waiting for session confirmation at the remote device" mean?

  • What does "Session will be connected shortly" mean?

  • What does "End user has rejected the session confirmation request" mean?

  • What does "Session Confirmation request has timed out" mean?/What happens when confirmation is not accepted on the other side?

  • What does "Session Confirmation has failed at remote device" mean?

  • What does "Unable to connect to the remote device" mean?

  • What to do if the user logged in is not listed in the web console?

  • Can multiple sessions be initiated by different users at the same time?

  • What happens if you connect to an unattended remote device when no user is logged in?

  • What happens when an session taken in RDP is signed out?

  • What happens when an session taken in RDP is signed out & results in white screen?(viewer)

  • What does "Problem capturing remote computer's screen! This is probably due to fast user switching or a disconnected/minimized remote desktop session" mean?

  • What happens when the viewer does not get launched after downloading & running the installer?

  • What causes gray screen or screen freeze?

  • What does it mean when the device is "offline" ?

  • What should I do when the device is offline for a long time?

  • How to connect to the unattended device directly?

  • How to connect to the unattended device as a specific user?