Password Protecting Remote Access

After logging in to your HeartbeatRM user account, you are free to remotely access any available computer without additional credentials. However, you may wish to change this behavior so that a separate code or password is required. 

There are a number of scenarios where this might be useful. To name a few:

  • When consent is required for remote support. Customers may prefer that technicians do not have unrestricted access to their computer. Remote access should only be allowed when the user requests it.
  •  When personal or sensitive computers are registered in HeartbeatRM. You may have your computer shared with other users in HeartbeatRM for unattended access, but want to keep it private by default.

We offer two features to secure remote access and visibility to the desktop, thereby increasing the degree of privacy:

  • Temporary passcodes are auto-generated alphanumeric values which change on a regular basis (daily). Authorized technicians would request this value from the user when remotely connecting to the computer.
  • Permanent passwords are set by the user and don’t change on their own as the name implies. The advantage of permanent passwords is they still allow for unattended access. Nobody needs to be present at the remote computer.

We keep these options turned off by default, but you can enable them at any time. When both options are switched on, connecting users can provide either value.


How to require a temporary code or password

Open the “Ask for Help” app on the remote computer, and click “Settings” in the top-right corner.

From here you can enable the temporary code or password feature.

After enabling “Require Temporary Passcode”, you will see the current value shown below. Additionally, the refresh icon may be clicked to generate a new value.

Select “Close” to return to the main screen. When enabled, you will see the temporary passcode visible here as well. You would provide this value to authorized users when they wish to remotely connect to the computer. Without it, they will not be able to establish a connection.

Requiring a temporary code by default

We’ve shown you can turn on temporary passcodes from the computer itself, but you can also enable them by default using group security options.

For more information on how to do this, see the article “Configuring Agent Group Security Options“.

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