HelpWire Client Application

A personal client app link that the client receives from their Operator allows the client to download the HelpWire Client application. It is required to allow the Operator to establish a secure remote support session with the client.

 

The download starts automatically once the client follows the link.

Downloading the HelpWire Client application

When downloaded, the client should double-click the downloaded file to open the application.

Upon opening the app, the client’s workstation gets identified on the Operator’s side and is ready to receive the remote access request.

The client’s remote screen icon appears in Operator’s HelpWire web account

While waiting for the Operator to send an access request, the client can communicate with the Operator via the built-in chat. 

Writing a message to Operator in the HelpWire Client app

Once the request for remote access is received, the client should click Grant Access to allow the Operator to control their computer remotely.

Granting remote access permission to Operator in the HelpWire Client app
Notification about granting remote access permission to Operator

When the Operator connects to the client’s workstation, the client will see the notification message:

Notification about the client’s workstation being controlled by Operator

Disconnect the Operator

The client can revoke the remote access permission and disconnect the Operator from their workstation anytime by clicking the Revoke Permission button:

Using the Revoke Permission button in the HelpWire Client app

When the Operator ends the remote support session, the client gets the respective notification:

Service messages in the HelpWire Client app

Supported operating systems

The HelpWire Client application is currently available for macOS, Windows, and Linux.

Windows

macOS

Linux

Windows 7 and later

macOS Big Sur 11 and later

DEB-based:
Ubuntu 18.04, 20.04, 22.04, 24.04.
Debian 11 Bullseye, 12 Bookworm.

 

RPM-based:
CentOS 9, RHEL 9, Fedora 39+.

Granting permissions for remote interaction and clipboard access on Linux (Wayland)

When the Operator initiates a remote connection to a client’s Linux workstation that uses Wayland, the client is prompted to enable the Remote Desktop options.

Remote Desktop options on Linux

To allow the Operator to remotely interact with the client’s computer and access their computer’s clipboard, the client must enable the respective options using the radio buttons in the Remote Desktop window. 

 

The client must also share their screen so that its image can be loaded for the Operator in the HelpWire Operator app during the remote support session. To do this, the client should select the screen they’d like to share in the respective section of the Remote Desktop window.  

 

Once the required options are enabled, the client must click Share:

Enabling the Remote Desktop options on Linux
Was this article helpful?

Didn’t find what you were looking for?

Contact Support