User guide

Receiving support: install and go online

You need the desktop app. Download it from the download page and install it; the steps for Windows and macOS are there too.

When the app opens, you are on the Allow access tab. It shows your permanent address, nine digits in three groups, for example 482 913 706. This address belongs to this computer and does not change between sessions.

1. Click Put address online. The status turns green.
2. Read the address to your technician, or send it in chat or email.
3. Wait. When they connect, a prompt appears on your screen.

You can leave the address online permanently if you expect to be helped again; nobody can connect without your Accept.

During a session

The prompt names the technician asking for access. Click Accept to start or Refuse to decline. If you do nothing for a minute, the request expires.

Once connected, a small panel shows who is connected and what they can do. From it you can:

• Turn on your cameraComing soon, if you want the technician to see you while you explain. You can turn it off again at any time; the session continues.
• Chat with the technician without a phone call.
• Send a file to the technician. They will be asked before it is saved on their side.
• End the session at any moment. The connection closes immediately.

Connected Waiting for approval Session ended

These are the three states the panel can show. Your own mouse and keyboard keep working throughout. If you move the mouse while the technician is working, you take priority for a moment; they regain control automatically when you stop.

If the technician needs to approve a Windows administrator prompt, you may see the screen dim briefly. That is Windows switching to its secure desktop; the technician stays connected.

macOS permissions

macOS requires two permissions that no app can grant itself:

• Screen Recording: lets the technician see your screen. Without it, they see a black window.
• Accessibility: lets them move the mouse and type.

The app asks for both on first launch and offers a button that opens the right pane in System Settings › Privacy & Security. Tick Conexa Remote in each list. If the app was already running, quit and reopen it after granting Screen Recording; macOS applies that one only on restart.

Giving support: your account

Technicians sign in; customers never do. Your licence is created when your order is confirmed, on the email address you gave at checkout.

1. You receive one email at that address, with the download link and your invoice.
2. Install the app and enter that email address in the License section. Your licence is tied to it: there is no key to type in.
3. To see your licence, payments, invoices and devices, sign in to your account with the same email. We send you a one-time code; there is no password to remember.

Technician accounts are not counted and not billed, so create as many as your team needs. Your customers need none of this: they install the app, read out their address, and accept.

Giving support: connecting

Connect from the desktop app, on the tab Connect remotely.

1. Type the customer's 9-digit address, or pick them from Recent or Contacts. A green dot means the device is online right now.
2. Click New session. The customer sees the consent prompt with your name.
3. When they accept, the screen appears. Control is enabled by default; use view-only if you prefer to watch first.

Legacy 6-digit session codes still work for customers on older versions; enter them in the same field.

Several sessions can be open at the same time; in the desktop app they appear as separate windows.

The toolbar

Keyboard

Keys are forwarded while the remote viewport has focus. Click on the screen once to focus it.

• Most shortcuts pass through: Ctrl+C, Alt+Tab, Win+R and so on.
• Ctrl+Alt+Del cannot be sent from a keyboard; use Actions › Ctrl+Alt+Del.
• Mac technicians controlling Windows: ⌘ is sent as Win. ⌥ is Alt.
• If accents or special characters come out wrong, switch keyboard mode to Translate.

Video and chat

Coming soonLive video is not in the published builds yet. Everything else on this page works today. Screen, control, chat, file transfer and clipboard are unaffected.

Turning the camera on: use the Video action in the toolbar. Your camera starts only after you click; the customer sees a prompt naming you before their own camera starts. Either side can be on without the other.

When it helps: when the customer is describing something they cannot point at, when you need to see whether they are following you, and when you are teaching rather than fixing. When it does not help, turn it off; the screen session is unaffected.

Chat: use the Chat action, or press Ctrl+/. Messages appear on the customer\'s screen as a notification, even when they are not looking at the panel. Use it for anything that must be copied exactly: a licence key, a path, a link.

Where it goes: camera, chat and the screen all travel on the same encrypted connection. Nothing is recorded on our side. See the security overview.

Files and clipboard (Cross-PC Copy & Paste)

Cross-PC text clipboard: Bidirectional clipboard synchronization is automatic in the desktop apps. Copy text, URLs, terminal commands, SQL queries, or license keys locally (Ctrl+C on Windows or Cmd+C on Mac), focus the remote screen, and paste immediately (Ctrl+V). Conversely, any text copied on the remote machine is instantly available on your local clipboard. In web browsers, the browser requests clipboard permission once.

Direct file copy-paste between PCs: You can copy files directly between machines without opening folder pickers. Press Ctrl+C on any file in your local file explorer, click inside any remote directory or desktop window, and press Ctrl+V. The file streams securely over the encrypted WebRTC data channel and lands in the destination directory.

Dual-pane file manager: Click Files in the session toolbar to open the two-panel file manager (local drives on the left, remote PC folders on the right). It features classic sysadmin keyboard shortcuts: F5 Copy, F6 Move, F7 New folder, F8 Delete, and F2 Rename. You can also drag and drop files across panes with automatic transfer resume.

Drag and drop to remote screen: Drag any file from your desktop directly onto the remote session viewport; it lands automatically in the customer's Downloads folder.

Inviting a colleague

1. Click Invite in the toolbar and enter your colleague's 9-digit address. Their Conexa Remote app must be running.
2. They receive an invitation with your name and the customer's address, and can accept or decline. Invitations expire after a few minutes.
3. When they join, both of you see the screen. The participant list shows who has control; click Take control to switch. The customer sees both names.

Sessions hold at most two technicians. Only the technician who started the session can invite.

Troubleshooting

Frequently asked questions

Does the customer need an account?

No. Customers install the app and read out an address. Accounts exist only for technicians.

Can a technician connect without the customer noticing?

No. Every session starts with a prompt the customer must accept, and a panel stays visible for the whole session. The only exception is unattended access, which the device owner has to enable deliberately on that specific machine, for their own servers or kiosks.

Is the screen content sent through your servers?

Not normally. Video and input travel directly between the two computers. If a firewall blocks the direct path, packets go through our TURN relay, which forwards them without being able to decrypt them. See the security overview.

What happens if the connection drops mid-session?

Both sides try to reconnect for 30 seconds. If the customer's device comes back within that window, the session resumes without a new consent prompt. After that, the session closes and you connect again.

Can I connect to my own servers when nobody is there?

Yes, with unattended access. Enable it in the customer app on that machine; it is off by default and is meant for devices you own.

Does it work on Linux?

A native Linux app for customers is on the roadmap.

Are the installers digitally signed?

Yes. All official Conexa Remote downloads are digitally signed: the Windows application is signed with Microsoft Authenticode (POINT OF BUSINESS SOFTWARE SRL), and the macOS application is signed with an Apple Developer ID and fully notarized by Apple.

Can two technicians work on the same customer at once?

Yes. The technician who started the session invites a colleague by address. Both see the screen; one controls at a time.

How big a file can I send?

There is no hard limit. Transfers are chunked and acknowledged, so large driver packages and backups go through; speed depends on the connection between the two machines.

Do we have to use the camera?

No. The camera is off until someone turns it on, on each side separately, and it can be turned off again mid-session without dropping the connection. A session with the camera off works exactly as before.

Is the source code available?

Conexa Remote is our own code, released under the MIT licence. It is not a fork of any other remote tool.