Remote Assistance is a utility used by RMS that allows our Customer Support team to remotely interact with a computer at the property under supervision.
Overview
RMS Customer Support uses this utility to investigate or assist with an open Support Ticket and cannot access the computer without input from someone onsite.
⚠ Important: Properties setup with restricted outbound firewalls will need to include the following as a rule in the firewall to allow the Remote Assistance application to work.
remote.rmscloud.com
remoterelay.rmscloud.com
TCP Ports: 80, 443, 8041
IP Ranges: 20.193.4.7/32 20.53.105.201/32 20.53.85.59/32 20.53.133.160/27
remote.rmscloud.com
remoterelay.rmscloud.com
TCP Ports: 80, 443, 8041
IP Ranges: 20.193.4.7/32 20.53.105.201/32 20.53.85.59/32 20.53.133.160/27
✎ Please Note: RMS is highly configurable. Some Terminology, User Access & Permissions, Images, Labels, and Functions used in these articles may differ from your setup. CLICK HERE to find out more.
Guide
In the side menu of RMS, go to Help > Remote Assistance.
- Enter the Join Code provided by RMS.
- Select the arrow to advance.
- Select 'Open' or 'Run' on the downloaded file and select 'Yes' to confirm making changes on the PC if prompted.
- The Remote Assistance application will now be running and show an icon in the system tray.
★ Hint: Right click the Remote Assistance icon in the system tray and select 'Exit' to end the remote session at any time.
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