RemoteSupport Console

Remote computers

every computer running the RemoteSupport app · screen control

Connect opens the technician app with a pass for that one computer, issued to you and valid for eight hours. From version 1.5.4 the customer's app refuses any connection that was not started here. A host or RemoteSupport Full asks you to confirm it is you (a code or a passkey) for every Connect; Quick Support once every quarter of an hour. End now ends every connection to a computer within seconds and withdraws every pass for it, so nobody comes back in without a new Connect. A blocked computer has been closed to support by its owner; the portal ends any connection to it within seconds.

Servers with the Support Agent

auto-refreshes every 30 s

Remote sessions

who connected to a computer, and for how long

Export sessions - CSV for a spreadsheet, JSON with every detail

From (DD/MM/YYYY) To (DD/MM/YYYY) Computer Customer account Who connected Status

One row per session: computer, account, start and end (UTC), duration, who connected, how, from where, files, summary, rating and the note. Up to 20,000 sessions per file. Every export is written to the audit log.

My account

Change my password

Changing it signs you out everywhere, including here, and withdraws your connect passes.

Email notifications

Remote session started

An email whenever a remote session starts on a computer you can see. A new address is confirmed with your password.

My connect passes

For a lost or stolen laptop with the technician app on it: every pass you were given stops working and your sessions end. Use Connect again afterwards.

My authenticator

A new secret replaces the old one at once — scan it before you leave this page. Recovery codes work once each, in place of a code from the app.

Passkeys

A passkey (Windows Hello, Touch ID, a phone, or a security key) can stand in for the code at sign-in. Unlike a code, it cannot be typed into a fake copy of this site: it only answers this address.

Email (SMTP)

admin only

Used to send account confirmations, password-reset links, invitations and team alerts. Until it is set, those are not sent — you invite customers with the link the console shows, and reset a password by giving a temporary one. The password is stored on the server and never shown again here.

SSL/TLS

If the mailbox uses two-step sign-in, enter an app password created for it, not the mailbox password. The portal address is the site only (https://…), without /portal.html; leave it empty to use the server's own.

Team alerts are for you, not customers: someone connected, a customer blocked support or switched 2FA off, a backup failed, an agent went offline. Leave it empty for no alert email.

Sign-up, time zone and time format

admin only

Customer sign-up

Let customers create their own accounts

Off means invitation only. Invitations keep working either way, and a new account never owns a computer until you assign one.

Time zone

used for the hour in customer emails and for month boundaries in reports

The console always shows times in your own browser's zone; this is for what the server writes and bills.

Date and time format

Dates are always written day/month/year (DD/MM/YYYY). The hour follows this choice in the console, the customer portal, e-mails and reports. Date pickers show the format of each person's browser.

Computers

admin only · rules the portal applies to the apps

RemoteSupport Full takes only connections started from the portal (off: from 1.5.9 its owner also reaches it with its ID, its password and a code from that computer's own 2FA; a connection made that way shows no name and cannot be ended by withdrawing a pass)

Plan every new customer account starts on (given when the account is created, for as long as that plan runs; change one account's plan with its Plan button under Customers)

Customers may connect to the computers of their own account (from RemoteSupport Full 1.5.8, with a code from their authenticator each time)

End sessions that go past the computer's plan grace min

An expired plan, a session begun after the month's minutes ran out, a session longer than the plan's limit (plus the grace), or more people at once than it includes. Computers with no plan are never limited.

Retire Quick Support older than

Its connections are ended as they open, and from 1.5.4 on it refuses them with a message. Use it to retire a build with a known flaw, after the new one is published. Installed hosts are not affected.

Forget unclaimed computers after days silent (0 = never)

Only computers with no owner, plan, note or block: mostly Quick Support from people helped once.

The relay

Checked once a day on the server: IDs registered on the relay that never reported to this portal (apps built with your relay key, but not by you).

Network access

admin only · where the portal may be reached from

One address a line: a single address, a block (203.0.113.0/24) or a range (203.0.113.10-203.0.113.50), IPv4 or IPv6. Countries as two-letter codes, separated by commas. How a request is judged: a blocked address or country never gets in. Then, if anything is listed under “allow only” (addresses or countries), only what is listed gets in; with nothing listed there, everything that is not blocked does. Empty everywhere means no restriction. This server itself always may.

The staff console

This page and everything technicians and administrators do. Rules that would shut out the address you are saving from are refused.

Allow only these addresses (everything else is blocked) Allow only these countries

Always block these addresses (everything else is allowed) Always block these countries

The customer pages

The customers’ own account pages and their download links.

Allow only these addresses (everything else is blocked) Allow only these countries

Always block these addresses (everything else is allowed) Always block these countries

The apps

What the apps on customers’ computers and the Support Agent report to: status, sessions, updates, enrolment. A computer that is refused here shows as offline and gets no updates. The sessions themselves travel through the relay, which these rules do not filter; restrict the relay in the server’s firewall.

Allow only these addresses (everything else is blocked) Allow only these countries

Always block these addresses (everything else is allowed) Always block these countries

Countries

Rules by country need an address-to-country table, which you upload: a CSV of first address,last address,country code (the free “IP to Country Lite” of DB-IP has this form) or block,country code. The portal fetches nothing and sends no address anywhere. An address the table does not know is not in any allowed country. Replace the table now and then: addresses move.

Saving asks you to confirm it is you. If you lock yourself out, recover-admin on the server clears the console’s rules.

Waiting for approval

admin only · the two-administrator rule

With the rule on, what could hand the portal to somebody else waits for a second administrator: a new administrator, another account's password, two-factor sign-in or recovery codes, deleting an account, letting a suspended one back in, an export with secrets, an import, the unusual-activity rules, the network access rules, and switching this rule off. One administrator asks by trying it, another approves here (and confirms it is them), and the first then does it again within the hour. The shared key can do none of these while the rule is on.

Require a second administrator

Unusual activity

admin only · what a stolen technician account looks like

Each rule alerts the team. Where suspend is ticked, the account is also suspended at once: signed out, its passes withdrawn, its sessions ended. Nothing here can ever let anybody in. 0 switches a rule off.

Passes for more than different computers within an hour suspend

failed “confirm it is you” within an hour suspend

More than Connects refused within an hour (unknown or blocked computers) suspend

Connect to a host or Full outside working hours to weekends are working days suspend

A sign-in from a network the account never used before

Hours are in the portal's time zone. The last administrator who is not suspended is never suspended automatically; the alert then says so. Saving these asks you to confirm it is you.

Company

what customers see on reports and in emails

Address

Logo

PNG or JPEG, up to 512 KB. SVG is refused on purpose: it can carry script, and it would be served from the same address as this console.

Backups

unattended, encrypted

at hour keep copies

Destinations — one folder per line, local or a network share

Example: write /data/backups here. That is the one folder the portal may write to on this server (Backup:AllowedRoots); on the server itself the same files are in /root/Backups, named remotesupport-<date>-<time>.rsbundle. Separately, the server makes its own nightly copy of everything (relay key, both .env files, all portal data) in /var/backups/remotesupport, the newest seven kept. Both are on the same server: copy them somewhere else as well.

Each copy is the same sealed bundle the export produces, so a backup left on a share or a memory stick is encrypted rather than a plain file of password hashes. The passphrase comes from Backup:Passphrase in configuration, never from this page: a passphrase stored beside the copies it protects would be decoration.

Export and import

admin only

Take a copy

Without secrets you get readable JSON: who exists and what they may do, with nothing that could sign anyone in. With secrets you get a sealed .rsbundle — keep the passphrase somewhere other than the file, because without it the file is nothing. The sealed file, like every scheduled backup, also carries the connect key and the history: every remote session, the audit trail, open invitations and the logo. Neither carries the installers, the server's own configuration or the relay key.

Put one back

Importing only adds and updates — nothing is ever deleted, so an old file cannot quietly remove a customer created since. Sessions already here are kept as they are, and the audit trail from a file is written beside this portal's own (in restored-audit in the data folder) and checked, never into it. Up to 64 MB.

Customers

admin or account manager

Invite a customer

The e-mail carries the text below, then the link to set the account up (added for you; it works once, for 7 days). Pick a ready text or write your own. Computers are given to the account afterwards, with its Computers button.

App versions

what is on the server, and who may install it

Hold one customer on a version

One version per package — an account can be held on a Quick Support build and a different unattended-host build at the same time. Choosing a customer loads what is stored for them: Save writes everything on this form, so a blank one would clear it. An empty version means not held (they get the newest they are allowed).

Channel Updates

held on:

require at least: (older builds stop being offered)

allow even if their plan does not include it:

refuse:

Hold one computer on a version

For the machine that cannot move with the rest. A computer's own hold wins over its account's.

Updates

held on:

require at least:

Apply to many at once

Fifty customers is where one form at a time stops being reasonable. This sets only the fields you fill in and leaves everything else alone. Press Preview first — it says how many would change, and changes nothing.

Apply to

hold on:

require at least: (older builds stop being offered)

Channel Updates

Tell customers a build is waiting

Emails only the accounts actually allowed that build — telling somebody about something they cannot have is how people learn to ignore you. Counted first.

What the computers are running

Plans

what each computer, or each customer account, is entitled to

Create or change a plan

A plan says what a computer, or a whole customer account, is entitled to. In every number field 0 means no limit.

Plan to change Pick an existing plan to edit it, or leave on "new plan" to create one. Id Short fixed key: letters, digits, - and _. Cannot be changed later. Name What staff and customers see. Description Optional. Shown under the name in the list of plans.

Connections at once How many people may be connected to one computer at the same time. Minutes per session How long one remote session may last before it is ended. Minutes per month Total session time for one computer in a calendar month. Runs for (days) How long the plan lasts from the day it is assigned. 0: it does not end. Computers per account How many computers one customer account may have when the plan is put on the account.

Included features - tick what the plan allows. A plan with nothing ticked sells limits only and gates no feature.

Enabled (untick to retire: it keeps working for whoever is on it, and can no longer be assigned)

choose a plan above to change it, or new plan to create one

Put a computer on a plan

Technicians

admin only

Suspend signs the account out everywhere, withdraws its connect passes and ends its sessions within seconds; it cannot sign in until an administrator lifts it, which needs your own confirmation. Withdraw passes does the same without suspending. Apps from 1.5.8 refuse a withdrawn pass themselves; on older ones the computer's open connections are ended instead. Customers limits a viewer or an operator to the computers of the customers you name: it sees, opens and reads the sessions of those only, sees none of the Support Agent's machines, and reads only its own lines of the audit trail.

Add a technician

Usage

what to bill, and who is over their plan

Period Customer or company Computer

Included minutes are per month: over any other period nobody is marked as over their plan.

Audit log

hash-chained · tampering is detectable

Export what is filtered: CSV JSON JSON lines Text

Sign in

Remote computers

Servers with the Support Agent

Remote sessions

My account

Change my password

Email notifications

My connect passes

My authenticator

Passkeys

Email (SMTP)

Sign-up, time zone and time format

Customer sign-up

Time zone

Date and time format

Computers

The relay

Network access

The staff console

The customer pages

The apps

Countries

Waiting for approval

Unusual activity

Company

Logo

Backups

Export and import

Take a copy

Put one back

Customers

Invite a customer

App versions

Put a build on the server

Oldest version anyone may install

Defaults for everyone

Hold one customer on a version

Hold one computer on a version

Apply to many at once

Tell customers a build is waiting

What the computers are running

Plans

Create or change a plan

Put a computer on a plan

Technicians

Add a technician

Usage

Audit log