Connect to Sessions

is a SaaS product that enables you to secure support through remote connections, known as sessions. Sessions are necessary to remote support. Sessions are formed between the and the server.

Your server can host simultaneous sessions from different users at the same time. To know if there are any occurring sessions in your server, navigate to the tab > Sessions.

The Sessions page displays a list of the existing active, inactive, and pending sessions in your server.

Sessions Status

The session list can display different statuses depending on its connection:

• Active Session: A user is currently connected to the .

• Inactive Session: The is ready for connection, but there are no users connected to it.

• Pending Session: The session is in the process of becoming active. This status appears when a user attempts to initiate a connection, but the has not yet checked in with the server. This status provides the following additional information:

  • Time Remaining: Estimated time until the session becomes active, based on the expected check-in time.

    TIP:

    Refresh your browser window to update the estimated time.

When the connects, the status changes from Pending to Active.

Connect to a Session

To connect to a session, you must meet the following requirements:

• You must have access to the that you want to connect to.

• The must be properly installed and registered.

• You have access to the Connection Manager.

Initiate a session with the following steps:

Connection Status

The Session Information page displays one of the following status for the connection.

Status Values	Description
Downloading Components...	The Connection Manager is currently getting the parts it needs to run.
Insufficient Privileges	The logged-in user is not authorized to connect.
Failed to Connect to Service	Logging in to the was unsuccessful refer to the diagnostic log.
Connection Failed	Indeterminate error occurred during connection attempt refer to the diagnostic log.
Connection Complete	The connection has completed successfully. The user is now connected to the session.
Connection Disconnected	Either the user has disconnected from the session, or the session has been ended.

Session Information

The Session Information page contains a detailed account of your current session. From this page, you have the following available actions:

• View History: Displays the session's detailed history in the reports section, showing all activities and events that have occurred during the session.
• End Session: If you're a system Admin or the session Owner, you can manually end the session and disconnect all connected users. However, sessions automatically end when idle, after the last user disconnects. Manual intervention is only required if you want to end the session before this happens.
• Session Access: Defines who is allowed to connect to the session. By default, access is restricted based on user group and department permissions:
  • Users in the same User Group and Department as the session owner are allowed to connect to the session.
    Learn more in the Internal Users and Departments documentation.
  • Users in other User Groups and Department with access to the Gatekeeper Group are also allowed to connect.
    Learn more in the Internal Users, Departments, and documentation

The Session Information page for the current session contains the following details:

Field	Description
Application	The application's name. Click to view application details.
Description	A brief description of the application.
Initiated By	The user name of the person who started the session. Click to view user details.
Date Created	The date and time the connection was established.
Duration	The current duration of the session.
Version	The version of the application.
Tunnel Method	The method used for the session tunnel.
Local Host Name	The local host name.
Local IP Address	The local IP address
Session Access	Indicates whether the session is public or private. Private sessions restrict access to the user who initiated the session and administrators.
Session Users	The users that are currently in the session.