Hi, How can I help You?

General Questions

No. RemoteDesk always asks for the Agent’s consent before monitoring takes place. Monitoring is only ever underway when a blue frame is present around the screen. RemoteDesk does not access any personal files nor it does not allow anyone remote access to Agents’ devices.  

Manual on using Remotedesk


The first time the Agents login to RemoteDesk and initiate a session, by default, they are attempting an Onboarding Session. The Onboarding Session creates their baseline profile with the Face and ID scans as well as gets them accustomed to the RemoteDesk process. The Onboarding process gives agents an opportunity to make sure everything is working correctly.

Agents can fail onboarding for the following reasons:

  • Missing or insufficient facial scan.
  • Missing or insufficient ID.
  • The ID scan shows an invalid ID.
  • Insufficient environment lighting

If the agent fails the onboarding session, they will receive a notification listing the specific reasons for failure and be asked to retake the RemoteDesk Session.

For agents, the Onboarding appears exactly the same as a normal session to help familiarize them with the RemoteDesk process.

If you have any questions, please do not hesitate to contact support:

Phone: 1-844-753-2020

Email: support@verificient.com


What do I need to take a Session using RemoteDesk?

 

 

MAC

PC

Operating System

macOS 10.7 or higher

Windows 7,8 or higher

Processor/RAM

Intel Processor, 8GB RAM

Dual-core 2.4 GHz CPU, 8GB RAM

Recommended Web Browsers

Firefox v20.0 or higher, Chrome v25.o or higher

Plug-Ins

Javascript Enabled & Third Party Cookies Enabled

Camera Resolution

800×600 resolution or better

Internet Connection

Cable Modem, DSL or better ( 300kbps download, 250 kbps upload)

Note: The first session will be considered as the Onboarding session. Please continue the first session for 

5-10 mins and

End the session. Follow the same steps after your Onboarding is approved to initiate a work session. The steps to attempt any session are the same as shown below.


How do I Take a Session using RemoteDesk?

 1. To start a session, go to www.RemoteDesk.me and enter the credentials to log in to your RemoteDesk account.

                   


 2. Right after logging in, the first page is the “Let’s Get Started” page that lays down general guidelines for the kind of environment you should be taking the session in, as well as lays down the “Agent Guidelines”.

a.  Read through the Guidelines and Scroll Down.

                 

 


b. Check the box to Agree to the Guidelines and click on the “Go To Next Step” button to proceed.


3. Now you should be on the Download page. The page will automatically detect whether the RemoteDesk App is already installed on the system or not. The RemoteDesk App will start downloading automatically incase the 

App is not detected on the System or click on the “Download RemoteDesk” button to download the app.

Please launch the Downloaded RemoteDesk App file.


4. The App will connect and ask the Agent to agree to the Terms and Agreement to collect the Biometric Data.      Please check the box to agree to the terms and click on the “Start System Check” button.



5. The RemoteDesk App then performs a 7 point system check to ensure the system meets the Minimum 

    Requirements.

 


6. After that, comes the Face Scan. Since its the first time you shall be submitting the scans, these scans would be for the Onboarding. Please go through the instructions on the right, align your face accordingly and hi the 

 Scan button.

Follow the instructions on the screen to complete the scan.

 


7.  Next comes the ID Scan. Please read the instructions and click Next to complete the ID scan.

 


Click the Scan button to begin the scan and hole the ID in place. Once the scan is complete you can preview the scan image. Please click on “NO” to scan again or click “YES” to proceed.


8. Next, you have the message before the Monitoring begins. Please click on “I Agree, Let’s Begin” button to 

    Proceed.

 


9. You should now have a blue border around the screen as well as the video window on the right side bottom corner to notify you that you are being monitored. You will now be auto-forwarded to your work environment (work portal/VDI). You may minimize the video window in case it is a hindrance to the screen. Please continue with your work session as you normally would. If this is your first session, it will be regarded as the Onboarding session and you may end only this first session after 5 mins to submit your profile.

10. Please use the Break or AUX button in the right side top corner to pause the sessions anytime you need to take a break. Once the work session is complete, click on the “END” button in the right side top corner to END the Monitoring and upload the Monitoring data.

 


11. The RemoteDesk App will ask to confirm before ending the session. Click the checkbox “Yes, I have completed my Agent Session” and click the “END” button for the data to upload.

 


12.  Once the upload is complete, you have the option to Quit the App or Uninstall the App. You have the option to download the app each time you start a RemoteDesk session.

A high-speed Internet connection is required to run RemoteDesk. At a minimum, users will need a connection with download speeds of 400 kb/s and upload speeds of 400 kb/s.

After upgrading to macOS Catalina, if you download the RemoteDesk app for the first time, it can’t be opened because Apple cannot check it for malicious software. A dialog box pops up, click “OK” button and the application will close.

Solution 1:

 

  1. In such a case click the ‘OK’ button. Then go to your ‘Downloads’ folder, locate the Remotedesk application.
  2. Make sure you have dragged the RemoteDesk to /Applications to complete the installation. Then right-click on the Remotedesk app and click ‘Open’

Solution 2:

 

  1. After clicking on ‘OK’ button. Then go to your ‘Downloads’ folder, locate the Remotedesk application.
  2. Right click on it and select ‘Open’. This will bring the same dialogue box but with an option to Open the file anyway(click on this option)

Solution 3:

 

  1. You can also follow the below steps to run the Remotedesk app on Mac Catalina OS if you get an error “malicious software” error after launching it.
  2. Go to System Preferences and then open Security and Privacy, Click on General tab
  3. Select the ‘App Store and identified developers’ radio button.Then click on “Open Anyway”

In order for Remotedesk to monitor and record your test session without any issues, please make sure that the below settings are enabled.

 

Go to System Preference –> Security and Privacy -> Privacy tab –> Select the Remotedesk check box for following options: 

 

1.  Screen Recording

 

2. Camera

3. Microphone

 

4. Full Disk Access

 

5. Accessibility

 

 

6. Automation

7. Input Monitoring(Not mandatory) 

 

  • Update the webcam driver if you are using a Windows computer.

  • Please click on the link and follow the steps Webcam drivers update (Windows).

  • If you are using a Mac and the app crashes during a scan, you may need to install a free version of Manycam                    from Manycam.com.

            

Please click on the link below and follow the steps 

https://verificient.freshdesk.com/a/solutions/articles/1000279259-app-crashes-during-facial-scan-workaround-manycam-

  • Please check the CPU usage of your computer.

To check the CPU usage on the Windows you need to hold the keys CRTL+SHIFT+ESC or right click on the taskbar and select the task manager and click on “more details”.

To check the CPU usage on MAC Hit Command+Spacebar to bring up the Spotlight search field. Type in “Activity Monitor” and press the Return key when “Activity Monitor” populates in the Spotlight results. 

  • Please check if your computer meets the RemoteDesk requirements.

          

If RemoteDesk is not able to launch, then it may be for one of the following reasons:

  • Please make sure that you are not connected to any restricted network.

  • Please check if your computer meets the RemoteDesk requirements. Please click on the link to check the RemoteDesk requirements < https://www.remotedesk.com/how-it-works >

  • Please check if any anit-virus/firewall is blocking/deleting the RemoteDesk app. If this is the case, then please temporarily disable the antivirus from your computer. Please click on the link and follow the steps How to disable or turn off antivirus.

RemoteDesk is incompatible with Mac OSX versions that are 10.6 or older. Agents can upgrade to the latest Mac OS here. Apple charges a fee for updating computers that are more than five years old. 

https://www.apple.com/macos/how-to-upgrade/

If you are getting a microphone error at the System Check stage of Remote Desk the Microphone input volume/sensitivity might need to be increased. 

Below are the steps for MAC and Windows users.

For MAC users: 

1. Go to System Preferences.

2. Go to “Sound”.

3. Go to “Input” and increase the “Input Volume”. Try speaking into the microphone once and then click “Retry” on the Remote Desk window. Also, make sure the “Use ambient noise reduction” checkbox is unchecked.

_______________________________________________________________________________________________________________________________________

FOR WINDOWS USERS: 

1. Right-Click on the sound icon on the task-bar in the bottom right corner of the screen. Click “Recording devices”.

2. Go to the “Recording” tab and double-click the default microphone.  Disable the other microphone devices.

Go to the “Levels” tab and increase the “Microphone” and “Microphone Boost” Levels to their maximum values. Try speaking into the microphone.

 

3. Right-Click on the speaker icon in the lower-right corner of the screen and select “Open Volume Mixer” as shown below. Make sure that “Speakers” and “System sounds are moved all the way up and are not muted. 

 4. Also check if the Microphone is allowed to accessed by the Apps on Windows. Go to “Microphone Privacy Settings” from Start menu, and then Turn ON the option as below.

image

 

5. Close and then click on retry on Remote Desk App.

Agent FAQ's

RemoteDesk is widely used with Citrix and Azure, but we have the ability to work with other VDIs as well.

The first time the Agents login to RemoteDesk and initiate a session, by default, they are attempting an Onboarding Session. The Onboarding Session creates their baseline profile with the Face and ID scans as well as gets them accustomed to the RemoteDesk process. The Onboarding process gives agents an opportunity to make sure everything is working correctly.

 

Agents can fail onboarding for the following reasons:

  • Missing or insufficient facial scan.

  • Missing or insufficient ID.

  • The ID scan shows an invalid ID.

  • Insufficient environment lighting

If the agent fails the onboarding session, they will receive a notification listing the specific reasons for failure and be asked to retake the RemoteDesk Session.

For agents, the Onboarding appears exactly the same as a normal session to help familiarize them with the RemoteDesk process.

If you have any questions, please do not hesitate to contact support:

Phone: 1-844-753-2020

Email: support@verificient.com

Please check if your computer meets the RemoteDesk requirements

Note: The first session will be considered as the Onboarding session. Please continue the first session for 5-10 mins and

 

End the session. Follow the same steps after your Onboarding is approved to initiate a work session. The steps to attempt any session are the same as shown below.

How do I Take a Session using RemoteDesk?

1. To start a session, go to www.RemoteDesk.me and enter the credentials to log in to your RemoteDesk account.

 

2. Right after logging in, the first page is the “Let’s Get Started” page that lays down general guidelines for the kind of environment you should be taking the session in, as well as lays down the “Agent Guidelines”.

 

a.  Read through the Guidelines and Scroll Down.

 

b. Check the box to Agree to the Guidelines and click on the “Go To Next Step” button to proceed.

 

3. Now you should be on the Download page. The page will automatically detect whether the RemoteDesk App is already installed on the system or not. 

The RemoteDesk App will start downloading automatically incase the 

App is not detected on the System or click on the “Download RemoteDesk” button to download the app.

 

Please launch the Downloaded RemoteDesk App file.

 

4. The App will connect and ask the Agent to agree to the Terms and Agreement to collect the Biometric Data.      Please check the box to agree to the terms and click on the “Start System Check” button.

 

 

5. The RemoteDesk App then performs a 7 point system check to ensure the system meets the Minimum 

    Requirements.

 

6. After that, comes the Face Scan. Since its the first time you shall be submitting the scans, these scans would be for the Onboarding. Please go through the instructions on the right, align your face accordingly and hi the 

 Scan button.

 

Follow the instructions on the screen to complete the scan.

 

 

7.  Next comes the ID Scan. Please read the instructions and click Next to complete the ID scan.

 

Click the Scan button to begin the scan and hole the ID in place. Once the scan is complete you can preview the scan image. Please click on “NO” to scan again or click “YES” to proceed.

 

 

8. Next, you have the message before the Monitoring begins. Please click on “I Agree, Let’s Begin” button to 

    Proceed.

 

9. You should now have a blue border around the screen as well as the video window on the right side bottom corner to notify you that you are being monitored. You will now be auto-forwarded to your work environment (work portal/VDI). You may minimize the video window in case it is a hindrance to the screen. Please continue with your work session as you normally would. If this is your first session, it will be regarded as the Onboarding session and you may end only this first session after 5 mins to submit your profile.

 

10. Please use the Break or AUX button in the right side top corner to pause the sessions anytime you need to take a break. Once the work session is complete, click on the “END” button in the right side top corner to END the Monitoring and upload the Monitoring data.

 

 

11. The RemoteDesk App will ask to confirm before ending the session. Click the checkbox “Yes, I have completed my Agent Session” and click the “END” button for the data to upload.

12.  Once the upload is complete, you have the option to Quit the App or Uninstall the App. You have the option to download the app each time you start a RemoteDesk session. 

Supervisor FAQ's

Yes, Admins are able to configure project settings from the Admin Dashboard.

Please allow 24-48 hours for session data to be uploaded.

The RemoteDesk Supervisor Dashboard automatically sorts compliance breaches with video playback.

When an infraction occurs, Supervisors may refer to the video playback of an Agent’s session to assess the severity of the infraction. Refer to your organization’s guidelines to determine actions to be taken when violations of policies occur.

  1. In a new tab, type or paste about:config in the address bar and press “Enter”

  2. In the search box above the list, type or paste “flash” and pause while the list is filtered.

  3. Double-click the “dom.ipc.plugins.flash.disable-protected-mode” preference to switch its value from “false” to “true”.

 

This might not take effect until all Flash has been unloaded for a few minutes, or you close Firefox and try again.

Note: Please make sure that your Video drivers and Flash plug in are up to date.

Data Privacy and Security

RemoteDesk cannot access any passwords on your computer.

RemoteDesk cannot access any financial information on your computer.

RemoteDesk cannot access any data on your computer.

Nothing – monitoring does not occur unless RemoteDesk is launched and the Agent provides consent.

After the test session is complete, the RemoteDesk application gives you the option to uninstall it from your computer.

You can also go to the RemoteDesk folder and uninstall it.

Running RemoteDesk on macOS Catalina will require permission-based access as Apple increases security policies intended to protect your computer from malicious software and to give you, the user, complete control over which applications are granted permission.

                        

Similar to applications such as Zoom, RemoteDesk will need your computer’s permission in order to function according to company configurations. RemoteDesk is always transparent about how it captures data. Please see our Privacy Document for more details.

                        

When using macOS Catalina, you can expect to encounter a number of permission request dialog boxes. Be assured that this is normal and is in place for your own computer’s safety.

                        

macOS Catalina comes with an increased number of features that help protect your Mac and your personal information from malicious software. Malware is commonly distributed through apps that appear harmless. Apple’s Security & Privacy settings allow the user to specify permissions to be granted to RemoteDesk, which the user must download from the internet. 

Open a ticket, or contact our support team by live-chat, phone, or email. Our team is available 24x7x365.

Phone

+1 (844) 753-2020
Call us anytime to speak with our support team

Support Ticket

Submit a support ticket

Chat

Need help? Let’s Chat!Use this option from the bottom right corner

FAQ

Click here for Frequently Asked Questions (FAQs)

Email

support@verificient.com
Tell us your concern – we’ll be right with you

Remotedesk delivers remote worker management, while providing clear transparency, accountability & risk management for outsourcing initiatives.