What happens if a user (or someone else) runs the support app on multiple computers?
The Service Desk support app can only be linked to one computer before it expires. As a result, the app cannot be run on multiple computers.
Each support app comes with a pre-assigned session code, which can only be tied to one computer until it expires.
For example, if a technician shares the support app link with User A, and User A activates the app on Computer A, the session code will be paired with Computer A.
If User A then tries to run the same app on Computer B, the app will display the message: "The support session is invalid," as shown in the screenshot below.
What happens if a user runs the support app after it has expired?
If the support app is executed after it expires, users will see the message: "The support session has expired," as shown in the screenshot below.
Each support app comes with an expiration time. The user must run the app within this timeframe to establish a session, or the session code will expire.
For example, if a technician sets the session to expire in 1 day and shares the app, the user must execute the app and work with the technician within that 24-hour window, or the session will expire.
What happens if a user runs the support app after the technician has closed the session?
If the technician closes the session before the user downloads the support app, the user will see "App Not Available" on the download page.
If the user tries to run the support app after the session has been closed by the technician, they will see the message: "The support session has been closed."
If the technician has deleted the session, the user will see the message: "The support session is invalid. Please contact your technician."
What happens if a user runs the support app after quitting the app?
Currently, only the technician can fully close a support session.
When a user quits the support app, they are only closing the app interface; the session itself remains active.
There are two possible outcomes if the user runs the app again after quitting:
- If the support session is still valid, the technician can request permission to restart remote access.
- If the support session has been closed, the app will display: "The support session is invalid."