Zoho Assist FAQ

Zoho Assist is an application that makes a secure connection with a remotely located computer system through the internet to control its keyboard and mouse. Support personnel can view the remote PC screen and perform actions to troubleshoot any computer problems on the remote system.

Zoho Assist remote support sessions are made possible by a self-installing plug-in called remote desktop agent that runs on the remote system when the remote user accepts your invitation to start a support session. This enables you to control the remote machine's mouse and keyboard. The remote user can revoke control whenever he desires by selecting the option in the user interface.

No. There is no need to pre-install any software. The remote user will be prompted to run the remote desktop agent plug-in when they accept your invitation to join a session.

Operating System: Windows 2000, 2003, XP, Vista. Linux (All versions), Mac (All versions)

Web Browser: Internet Explorer (IE 6+), Firefox(2.0+). Chrome, Safari (Java plugin required).

Internet Bandwidth: Minimum 128 kbps (256 kbps and up recommended)

Conventional Remote Desktop applications require knowledge of IP address, computer name of the remote computer and configuration of network settings to make remote connections. On the other hand with Zoho Assist, you can make remote connections through a unique session-id sent as link through email or chat or entered at the Zoho Assist webpage. Connections can be made through firewalls, proxies or NAT.

Please check the Easy Connection Options feature.

Yes. While a 2-person session is on-going, more persons can be invited to share and access the remote system. This way multiple person support is possible.

Yes, it is absolutely secure. All transmissions take place through Industry Standard Security using SSL/128-bit AES encryption protocols. This is the same standard used in Online Banking and Payment transactions.

There are no limitations or time-out periods (Refer note below). Your sessions will be active until you or your client terminates it.

Note: If you are using the Free Edition, sessions are limited to 2 hours with a maximum of 5 sessions in a month.

No. Zoho Assist does not change any security settings with regards to firewalls, proxies and NAT. It works with these settings through outbound HTTPS/SSL connections. Once a session is terminated, the firewalls/proxies function as they were before your session. Learn more

Yes. Connections are possible between any combination of Operating Systems at the remote ends (Windows <-> Mac, Linux <-> Windows, Linux <-> Mac)

No. Remote connections are possible through any kind of network as long as it is linked to the internet. Even if the corporate network is configured for protection by firewalls, proxies and NAT settings, Zoho Assist works with these security settings to makes remote connections. Learn more

If for some reason your customer did not receive the email invitation, you can obtain the assist URL from the Zoho Assist webpage by clicking �Get Assist URL�Eand send it through IM/Chat. Alternatively, your customer can input the session-id provided through phone on the Zoho Assist webpage to join session. For more information check Easy Connection Options feature

There is no need to panic. This is the automatic security warning displayed by most popular browsers while attempting to install activeX plug-ins. ZohoMeetingSetup.exe installs the remote desktop agent which is an activeX plug-in. It is not a malicious program or virus nor is it harmful in any way. It is solely for the purpose of enabling remote connection and control.

This happens sometimes due to some issues with browser settings. Not a problem. Your customers can click on the �Run this Exe�Elink to initialize the desktop agent plug-in setup file and the connection will be up and running in not time.

All types of files can be exchanged through the Built-in File Transfer interface. There are no limits to the size or number of files that can be transferred. Exchanges are unlimited in all regards.

The refresh rate is based on your internet connection bandwidth. Movements and responses may be slow while using a lower bandwidth connection. You can alter to a lower color display setting to improve speed or use a higher bandwidth internet connection.

You can invite more people through the �invite�Ebutton control on the �participants list�Edisplay activated from the user interface.

Yes. Your client can terminate the support session by clicking on the �revoke control�Ebutton on the user interface whenever they deem it necessary.