Technical terms

RDP (Remote Desktop Protocol) is a proprietary remote access protocol developed by Microsoft. RDP allows users to remotely access a Windows-based computer or server from another Windows-based computer or device. RDP provides a graphical user interface (GUI) that allows users to interact with the remote computer as if they were physically present at the machine.

SSH (Secure Shell) is a secure network protocol used to access a remote computer or server. SSH provides encrypted communication between the client and the server, ensuring that data transmitted over the network is secure and cannot be intercepted by unauthorized parties. SSH is often used in combination with other remote access protocols, such as RDP or VNC, to provide a secure and reliable remote access solution.

The SSH gateway serves as a secure entry point for remote assistance. It acts as an intermediary between the supporter and the customer's device, providing a protected channel for communication. By establishing an SSH (Secure Shell) connection, the supporter gains authorized access to the customer's system, allowing them to troubleshoot, diagnose, and resolve issues remotely. This gateway ensures data confidentiality and prevents unauthorized access, making it a vital component in ensuring secure and seamless remote assistance.

A tunnel is a secure, encrypted connection between two endpoints on a network. Tunnels are often used in combination with remote access protocols to provide a secure and reliable connection between the client and the server. Tunnels can be established using a variety of protocols, such as SSH, SSL, or IPsec.

VNC (Virtual Network Computing) is a remote access protocol that allows users to remotely access and control a graphical desktop environment on a remote computer or server. VNC is platform-independent and can be used to access computers running a variety of operating systems, including Windows, macOS, and Linux.

File transfer is a seamless feature integrated into our screen sharing application, specifically designed for supporters who are logged into the remote computer. With the ability to utilize Ctrl+C and Ctrl+V keyboard shortcuts, supporters can efficiently copy and transfer files between the local and remote machines during a screen sharing session. This streamlined file transfer capability simplifies collaboration and empowers supporters to quickly and securely share important files with the remote user, enhancing the overall support experience.

Attended remote desktop refers to a type of remote access in which the remote user is present and actively participating in the session. In this mode of operation, the remote user typically interacts with the remote desktop through a screen sharing application, such as SupportHopper, to view and control the desktop of the remote computer. Attended remote desktop is often used for remote support, training, or collaboration, as it allows the remote user to observe and interact with the desktop in real-time. The remote user can ask questions, provide feedback, and troubleshoot issues alongside the local user, which can be particularly useful for technical support scenarios.

This term refers to an active session of a software application or online service that is happening at the same time as other sessions. In terms of a screen sharing application, a Concurrent Session is an instance of screen sharing that is happening while other screen sharing sessions may also be ongoing. For instance, if your software license allows for five Concurrent Sessions, this means that up to five screen sharing sessions can be active simultaneously.

This term refers to an individual who is actively using a software or online service at the same time as other users. In the context of a screen sharing application, a Concurrent User is someone who is participating in a screen sharing session at any given moment. If your software license allows for five Concurrent Users, that means up to five individuals can be actively using the screen sharing functionality at the same time.

Remote assistance is a feature that allows users to provide or receive technical support remotely. Remote assistance can be provided using a variety of protocols, such as RDP, or VNC, and can be used to troubleshoot problems, install software, or configure settings on a remote computer or device.

Screen Sharing:

Screen Sharing is the practice of sharing the contents of your screen with another device or multiple devices. This can include slideshows, demonstrations, tutorials, or walkthroughs. The main purpose of screen sharing is usually to present information visually to others. For instance, during a meeting or webinar, you might use screen sharing to present a PowerPoint slideshow, show live software demos, or share other visual content on your screen. Screen sharing typically allows other participants to view your screen, but not control it. However, some screen sharing tools do offer the ability to give control to another participant, though this is generally not the primary use case.

Remote Desktop:

Remote Desktop, on the other hand, is a feature that allows a user to connect to a computer in another location, see that computer's desktop and interact with it as if it were local. This feature is often used by IT administrators for managing servers or desktops, troubleshooting for a remote user, or in scenarios where a user needs to access their desktop environment from a different physical location. The primary purpose of Remote Desktop is to allow full control over the system. It is as if the user is sitting in front of the remote computer, with full access to applications, files, and network resources.

In Summary:

While both screen sharing and remote desktop allow for the viewing of content from one computer on another, the difference lies in the level of control and the intended use. Screen sharing is primarily about viewing another screen, often in a context where multiple people are viewing one person's screen in a meeting or presentation. Remote Desktop is about full control, allowing a user to interact with a remote system as if they were physically present at that machine. It is often used for system administration tasks, technical support, or remote access to one's own computer.

A session is a period of time during which a user interacts with a remote computer or server. Sessions can be established using a variety of protocols, such as RDP, VNC, or SSH, and can be used for a variety of purposes, such as remote access, screen sharing, or collaboration.

Session initiation refers to the process of establishing a connection between two devices for the purpose of screen sharing, remote desktop access, or other types of remote access. In the context of SupportHopper, session initiation involves the local user providing a unique 9-digit code to the remote user, who uses the code to securely connect to the local desktop.

The session initiation process is critical for establishing a secure and reliable connection between the local and remote devices. The 9-digit code serves as a unique identifier for the session and ensures that only authorized users can connect to the local desktop. The code is typically generated by the local user using the screen sharing or remote desktop software, such as SupportHopper, and is then shared with the remote user through a secure channel, such as email or chat.

Once the remote user has the 9-digit code, they can use it to initiate the session and connect to the local desktop. The session initiation process typically involves establishing a secure, encrypted connection between the local and remote devices, and may involve additional security measures such as multi-factor authentication or SSL encryption.

Overall, session initiation is a critical step in the screen sharing and remote desktop process, as it establishes the secure connection between the local and remote devices and allows for real-time collaboration and support. By using a secure and reliable screen sharing or remote desktop solution, such as SupportHopper, users can ensure that their remote access sessions are secure, private, and reliable.

Unattended remote desktop refers to a type of remote access in which the remote user is not present and does not actively participate in the session. In this mode of operation, the remote desktop is typically accessed by a remote user who has pre-authorized access to the desktop, such as an IT administrator or support technician.

Unattended remote desktop is often used for system maintenance, software updates, or other tasks that do not require direct interaction with the remote user. In this mode, the remote user may not be aware that their desktop is being accessed remotely, and may not be present to provide feedback or assistance during the session.

It's worth noting that not all remote desktop software supports both attended and unattended modes of operation. Some software, such as SupportHopper, only support attended remote desktop, which means that the remote user must be present and actively participating in the session. This can be a good choice for scenarios where real-time collaboration or support is needed, but may not be suitable for all use cases.

Bandwidth refers to the maximum amount of data that can be transmitted over a network connection in a given period of time, typically measured in bits per second (bps) or megabits per second (Mbps). In the context of screen sharing and remote desktop applications, bandwidth determines the quality and responsiveness of the remote desktop experience. Higher bandwidth allows for faster data transmission, resulting in higher quality images, faster refresh rates, and lower latency. However, higher bandwidth requirements can also put more strain on the network and may not be suitable for users with limited or slow internet connections.

Our screen sharing applications use a screen refresh rate 30 frames per second (FPS), which is more than enough for most office environments. While a higher refresh rate can result in a smoother and more responsive experience, it also requires more processing power and bandwidth, which may not be practical for everyday use.

Latency is the time delay between the initiation of an action and its subsequent effect, often measured in milliseconds (ms). In the context of screen sharing and remote desktop applications, latency refers to the time it takes for an action performed on the remote computer (such as a mouse click or keyboard input) to be displayed on the local computer. Lower latency provides a more responsive and seamless user experience, while higher latency can result in a laggy and less enjoyable experience. Factors that can affect latency include network conditions, server load, and the performance of the remote desktop software.

Screen resolution refers to the number of pixels displayed on a screen, expressed as a combination of horizontal and vertical pixel counts (e.g., 1920x1080). Higher screen resolutions provide a sharper and more detailed image, which can be beneficial when working with detailed images or text. However, higher resolutions may require more processing power and bandwidth, which can impact the performance of remote desktop and screen sharing applications. It's important to balance screen resolution with other factors, such as bandwidth and system resources, to provide the best possible remote access experience.