HELP FILE

Rebooting a Customer's Device

Agents can shut down and restart the customer's computer to aid with software installation, upgrades, or technical issues. Agents can use the reboot feature to initiate a restart of the customer's computer and have it automatically reconnect to the same support session.

During an active session, click the Reboot button to access options for restarting a customer's device.

Important: You need to be in a remote control session with the customer's computer to reboot it.

When the customer's device is rebooted, applications on the customer's device are closed down in an orderly manner and the device is restarted. The customer will have to enter any hardware or other passwords, after which the support session is resumed. During this process the session status is shown as Rebooting.

Reboot Option Description
Normal Reboot and Reconnect All applications on the customer's device are closed down in an orderly manner and the device is restarted. The customer will have to enter any hardware or other passwords, after which the support session is resumed. During this process the session status is shown as Rebooting.
Reboot and Reconnect in Safe Mode Use this option to restart the customer's computer in safe-mode with networking enabled. Safe-mode is a special way for Windows to load when there is a system-critical problem that interferes with the normal operation of Windows.
Force Reboot and Reconnect This option does not allow applications and other processes to terminate gracefully; the customer may lose unsaved data. Windows will, however, shut down properly and flush all outstanding file operations to disk.
Caution:
This option should be used with care. The customer will need to enter any hardware or other passwords, after which the support session is resumed.