product icon

Ad Hoc Support: Accessing Unmanaged Computers

    The ad hoc support feature provides one-time access to remote Windows PCs that have not been added to your account ("unmanaged" computers with no host software installed).

    This guide helps technicians through the process of remotely supporting their customers using the ad hoc support feature.

    Tip: To better understand your customer's experience, see the Ad Hoc Support Step-by-Step Connection Guide.
    Important: You must have an available seat in your account to conduct ad hoc support sessions.
    Note: Not available for trial subscriptions.

    Ad Hoc Support in a Nutshell

    1. Support provider sets up a new session in Central.
    2. As a result of step 1, an email is sent to the user who is requesting support. It contains a deployment link that carries a pre-defined password.
    3. A temporary host is installed on the user's computer.
    4. The user activates the session using a security code.
    5. 24 hours after activation, the session is automatically ended and the temporary host is removed from the user's computer
    Important: You can only provide ad hoc support to Windows PCs.


    Important: Consider the following when using ad hoc support:
    • Users on a Windows PC must have administrator privileges in order to receive ad hoc support.
    • The number of concurrent/active ad hoc support sessions is limited to one support session per user profile and five support sessions per company.
    • While the session is active, the Central user can access the remote computer any number of times via Remote Control, File Manager (former Central Plus or Central Premier subscription or a current Central Base plan is required) or the Dashboard (former Central Plus or Central Premier subscription or a current Central Base plan plus Insight module is required).
    • The session remains alive when the remote computer goes offline.
    • Ad hoc support cannot be used with computers already running the host software.
    Article last updated: 18 November, 2022