Installation manual
Requesting Help
A user can discreetly notify you of a problem by sending a request for help using an
Apple Remote Desktop text message.
Users initiate requests using the Apple Remote Desktop icon in the menu bar.
A notication on the administrator computer alerts you to the message, and you can
obtain more information and troubleshoot the problem.
Chatting with the User
Conduct two-way Apple Remote Desktop text communication with the user to obtain
more information.
Screen Monitoring
Use Apple Remote Desktop to observe the user’s screen if you need more details to
understand the problem.
Screen Controlling
Use Apple Remote Desktop to control the user’s screen in order to diagnose and x
the problem. You may have unlimited control, or a user can grant you temporary guest
access so you can control the computer only during troubleshooting.
There are two levels of control available. You can take complete control of the user’s
computer, or you can share control of the keyboard and mouse with the user.
Screen Sharing
If the problem is caused by incorrect actions by the user, share your screen with the
user as you demonstrate the correct way to perform the action.
Using Reports
Use hardware and software reports as diagnostic tools to determine whether the client
computer setup is part of the problem. For example, if a user can’t save his or her work,
the storage report can help you determine whether it’s a disk space issue.
Deploying New Software or Files
If software or conguration settings are part of the problem, use Apple Remote
Desktop to copy new conguration les, installer packages, or other items to client
computers.
26 Chapter 1 Using Apple Remote Desktop