REMOTE CONTROL ACCESS OPTION NO LONGER AVAILABLE

[serviceproper]

HELP!!

There is no longer the option for me to give my meeting attendees remote control access. I have checked all my account settings to make sure that I have allowed for this function, but during my meeting, there is no button/option that comes up to give remote control access.

I have an updated desktop zoom app, I only login on the desktop app version, I'm on a pc, the participant is on pc. Neither for them nor for me do we have the option to use remote access. 

I've troubleshooted everything, watched multiple videos, read multiple posts, and still nothing is working. Everything that should be on is on in my account for remote access. 

Does anyone have any advice? Can Zoom support actually help out with this obvious error that's affecting others?? I'm about to start using a different meeting platform!

[storyhub]

The function is not gone. However, you may have difficulty in locating it if you do not see the BUTTON. So, try more > support > Request desktop control. Also, try setting Zoom to full screen or to maximize to see if the button does appear. If the button does appear it will say "Support".

[DanHuber]

You said that you checked your account settings and that remote support is turned on. in your example of it not working were you the host of the meeting? if the other person was the host then setting would be on their account settings. Also just to be sure you logged into zoom.us with your account credentials  under account settings--> meeting-->in meeting(advanced) --> remote support

[bwallen34]

Also if you are on latest software and they are not, that could be an issue, mainly a guess, no experience here.

[twoolfolk]

I am having the same issue.  @Service popper was your issue ever resolved?

[Dallas1]

Have you found a solution? I have the same problem.

[sarasovie]

Having the same issue - has anyone found a solution? @serviceproper @Dallas1 @twoolfolk 

[kko12345]

same issue here

[kgoodhart]

Same issue, remote request isn't anywhere since we pushed to zoom workplace. I have webinar access and missing a lot of option that were there before.

[DanHuber]

it might be hidden under the More icon. that's where mine is now. with workplace update you can now move that icon anywhere on the button bar. click and drag. It is called support, and when you click on it you see request desktop control or request application control. 

[sarasovie]

I don't have that. I updated my Zoom to make sure everything was current too. I have the "More" tab but "Support" is not an option that pops up. 

[akselsoft]

If it doesn't show up, choose Reset to Default. It wasn't for me either - but when I clicked Reset, it did show up. A bit frustrating is that once I 've chosen the support option, it sometimes disappears and I have to reset again.

[serviceproper]

Nope that isn't there

[TovitLore]

Under the More tab all I have 

Caption

Record

Notes

whiteboard

Reset to Default

There are no other options to choose from. 

No Support option like you show above.

I have done a Reset to Default, at no avail....

[MGSR]

Hello @serviceproper

Did you see the response from @DanHuber?
If it has resolved your inquiry, please press the Accept as Solution.

Should you need further assistance, please let us know.

Have a great day!

[serviceproper]

I seen it and that option isn't available.

[Frank_TB]

Hello,

Remote support first needs to be permitted at the global level of the account. Only an account admin or owner can do this.

To enable remote support sessions for all users of in the account globally:

1. Sign in to the Zoom web portal as an administrator with the privilege to edit account settings.
2. In the navigation menu, click Account Management then Account Settings.
3. Click the Meeting tab.
4. Verify that Remote support is enabled.
5. If the setting is disabled, click the toggle to enable it. In the Enable "Remote support"pop-up windows, click Enable. 
6. (Optional) If you want to make this setting mandatory for all users in your account, click the lock icon and then click Lock to confirm the setting.

To enable it for your own personal account do the following:

To enable remote support sessions for your own use:

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Settings.
3. Click the Meeting tab.
4. Verify that Remote Support is enabled.
5. If the setting is disabled, click the toggle to enable it. In the Enable "Remote support"pop-up windows, click Enable.
   Note: If the option is grayed out, it has been locked at either the group or account level. You need to contact your Zoom admin.
   
   

Regards

If my reply helped, don't forget to click the accept as solution button!

[TovitLore]

I am an account owner/admin

have checked out if the remote option has changed ( I have been using it since March 2020!!!) Well, it has not. Nothing changed. Only the interface has changed, may have a bug or another issue as too many people here including myself can no longer find the option to request remote control. Please help. without this option I have no need of my account anymore.

[TovitLore]

Well, I have found it: 

on the top bar, where the guests names shows, if you click on the 3 vertical dots to the right of that guest name (the guest you want to request control over his/her computer) you will find the 

Request Remote Control option.

Good luck to you all.

Was this so difficult for the ZOOM Employees to share with us?🙄

[TovitLore]

Well, Mystery solved  - I have found it: 

on the top bar, where the guests names show, if you click on the 3 vertical dots to the right of the guest name (the guest you want to request control over his/her computer)  you will find the 

Request Remote Control option.

Good luck to you all.

Was this so difficult for the ZOOM Employees to share with us?🙄

Sorry I cannot share a screenshot to demonstrate this - the option for an attachment does not exist here...

[strawhat]

Hi, I don't find the 3 vertical dots you're referring to? Did you mean participants by guests?

[strawhat]

I finally got it after wasting couple of hours on this. For me it is, when you (as host) share your screen with other participants then select More (...) 3 dots on your controls of screen share menu and you can see Remote Control as an option in the drop down menu where you see Breakout rooms, Record, and all..
I have attached a screenshot for the remote control where you can find it below!
https://i.imgur.com/CrDzwWD.png 

[kgoodhart]

@TovitLore 

Yea, I sadly learned the location from a customer while helping them. Felt like an idiot.

[strawhat]

I still can't find an option for remote control after doing all the above suggestions in this thread

[strawhat]

I solved it. I explained in one of my above replies

[akselsoft]

One of the things I found that was frustrating on the Mac client  (Sequoia) was that I would hit the More button. Then you click Support and see the additional options. However, if you then click out and click back to the More button, the Support option is NO LONGER THERE.

You have to click Reset to Default to see the support option again.

Very frustrating.