Support Articles

White Labeling the Agent Application

White label settings allow you to configure the logo and contact information shown in the “Ask for Help” utility, available on any computer where the HeartbeatRM agent has been installed. The purpose of this application is to display a unique Help ID assigned to the computer, and optionally provide support contact information. Default Appearance The

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Enabling or Disabling Remote Access Popup Notifications

Back in January we made a tweak to our remote desktop feature. This change involved showing a popup notification on the remote computer when a user connected or disconnected. Previously, HeartbeatRM did not provide any indication that a remote user had connected to the computer, which led to privacy concerns for some of our users.

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Creating and Configuring Access Keys and Installers

What are Access Keys? Access keys are credentials we embed into the agent installer file. During setup, the agent uses access keys to authenticate with HeartbeatRM and join your organization. For security purposes, you can disable access keys at any time. When you disable an access key, you’re also disabling any agent installer which references

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Configuring Agent Group Security Options

In this article we’ll cover how to configure group security settings, such as password-protected remote access. Group security settings are inherited by agents belonging to the group. For details on how security options may be set on the remote computer itself, please see the article “Password Protecting Remote Access“. To get started, open group settings

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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

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Troubleshooting Remote Access

Are you unable to connect to a remote computer? There are a number of factors that can inhibit a remote access connection. Here are some things to check if you have difficulty establishing a connection: Poor internet service (i.e. packet loss, high ping times) Unstable system performance Corrupted operating system files or settings Failing or

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Installing the Agent

The agent is a small piece of software installed on any computer you wish to remotely manage. It communicates with HeartbeatRM servers, and is responsible for receiving and processing commands, as well as sending system health metrics. To install the agent you will need to retrieve and run the installer application. When the installation is

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