# Remote Support and Access **URL:** https://community.simple-help.com/c/sessions/7.md [Latest](https://community.simple-help.com/latest.md) · [Categories](https://community.simple-help.com/categories.md) --- ## [About the Remote Support and Access category](https://community.simple-help.com/t/about-the-remote-support-and-access-category/17)
**Author:** [@SimpleHelp](https://community.simple-help.com/u/SimpleHelp)\ **Replies:** 0
Discussions about sessions in SimpleHelp, including Remote Support, Remote Access and Presentations. --- ## [I think there is a mistake in Cyana pricing](https://community.simple-help.com/t/i-think-there-is-a-mistake-in-cyana-pricing/1912)
**Author:** [@SIMON\_DUGUAY](https://community.simple-help.com/u/SIMON_DUGUAY)\ **Replies:** 6\ **Last updated:** [October 27, 2026, 10:16am UTC](https://community.simple-help.com/t/i-think-there-is-a-mistake-in-cyana-pricing/1912 "2026-10-27T10:16:26Z")
I think (hope) there’s a mistake in your pricing for Cyana. I have 1000+ computers in Simple Help and if I understand your billing correctly it is going to cost me 12k/year to be able to ask how many computer need more r… --- ## [Supercharge your Simple- Help](https://community.simple-help.com/t/supercharge-your-simple-help/1947)
**Author:** [@Ryan\_C\_Smith](https://community.simple-help.com/u/Ryan_C_Smith)\ **Replies:** 0\ **Last updated:** [October 23, 2026, 1:37am UTC](https://community.simple-help.com/t/supercharge-your-simple-help/1947 "2026-10-23T01:37:24Z")
I created a module for Simple Help. Grab Blackhawkcrm.com and install the Simple Help Module. Just create an API key and import all endpoints as assets inro your clients and run detail reports.. You can get the Simple… --- ## [Slow remote screen refresh 6.3](https://community.simple-help.com/t/slow-remote-screen-refresh-6-3/1934)
**Author:** [@Az\_Ashraf](https://community.simple-help.com/u/Az_Ashraf)\ **Replies:** 11\ **Last updated:** [October 19, 2026, 12:17pm UTC](https://community.simple-help.com/t/slow-remote-screen-refresh-6-3/1934 "2026-10-19T12:17:20Z")
Any one having issues with the new update? remote refresh taking like 30 seconds to - we just had to start using Quick Support --- ## [Unwanted button in severely restricted Technician console](https://community.simple-help.com/t/unwanted-button-in-severely-restricted-technician-console/1943)
**Author:** [@Helpdesk\_Smals](https://community.simple-help.com/u/Helpdesk_Smals)\ **Replies:** 2\ **Last updated:** [October 6, 2026, 9:52am UTC](https://community.simple-help.com/t/unwanted-button-in-severely-restricted-technician-console/1943 "2026-10-06T09:52:38Z")
I’m using 5.5.16 at the moment because until a few hours I didn’t know there was a 6.3. Anyways. I’ve just created a new Technician Group and unchecked every Permission I could find except the “Allow Remote Access” optio… --- ## [6.3 Remote Access App Bug](https://community.simple-help.com/t/6-3-remote-access-app-bug/1937)
**Author:** [@Az\_Ashraf](https://community.simple-help.com/u/Az_Ashraf)\ **Replies:** 1\ **Last updated:** [September 11, 2026, 7:59pm UTC](https://community.simple-help.com/t/6-3-remote-access-app-bug/1937 "2026-09-11T19:59:41Z")
Remote access App - All links no longer work We have - Password, Silent, don’t add shortcuts, and different groups When copying the Link - and pasting it nothing happens - normally we get a security box asking for serv… --- ## [Remote Work client no longer opens after 6.2 update](https://community.simple-help.com/t/remote-work-client-no-longer-opens-after-6-2-update/1920)
**Author:** [@Josh\_Barrett](https://community.simple-help.com/u/Josh_Barrett)\ **Replies:** 5\ **Last updated:** [August 18, 2026, 9:17pm UTC](https://community.simple-help.com/t/remote-work-client-no-longer-opens-after-6-2-update/1920 "2026-08-18T21:17:32Z")
Remote access and tech works fine. However remote work will not launch no matter what I do to launch the client. It will install but will not launch. Was working fine on 6.1 Anyone else seeing this? --- ## [Wayland support](https://community.simple-help.com/t/wayland-support/55)
**Author:** [@Curtis\_Vaughan](https://community.simple-help.com/u/Curtis_Vaughan)\ **Replies:** 7\ **Last updated:** [August 18, 2026, 6:44pm UTC](https://community.simple-help.com/t/wayland-support/55 "2026-08-18T18:44:58Z")
Just wondering if SH will eventually support Linux computers using Wayland. --- ## [Windows server unable to log in](https://community.simple-help.com/t/windows-server-unable-to-log-in/1919)
**Author:** [@Curtis\_Vaughan](https://community.simple-help.com/u/Curtis_Vaughan)\ **Replies:** 1\ **Last updated:** [July 30, 2026, 3:48pm UTC](https://community.simple-help.com/t/windows-server-unable-to-log-in/1919 "2026-07-30T15:48:24Z")
Recently when trying to access a Windows Server SimpleHelp has like a pre-credential pop-up for logging in. No matter how i enter the credentials, it will not let me in showing the error: Error authenticating administra… --- ## [Tiny Text w/Ubuntu 26.04](https://community.simple-help.com/t/tiny-text-w-ubuntu-26-04/1906)
**Author:** [@Ryan\_Gravel](https://community.simple-help.com/u/Ryan_Gravel)\ **Replies:** 1\ **Last updated:** [July 7, 2026, 3:01pm UTC](https://community.simple-help.com/t/tiny-text-w-ubuntu-26-04/1906 "2026-07-07T15:01:40Z")
Just wanted to throw this out here but if you have ‘Built-in Scaling for Legacy Apps’ on in display settings, the interface is unusable since it is so small. The SSD in my laptop took a digger so I replaced it and insta… --- ## [Android SimpleHelp app](https://community.simple-help.com/t/android-simplehelp-app/1428)
**Author:** [@Rob\_Nicholson](https://community.simple-help.com/u/Rob_Nicholson)\ **Replies:** 6\ **Last updated:** [June 20, 2026, 3:12pm UTC](https://community.simple-help.com/t/android-simplehelp-app/1428 "2026-06-20T15:12:02Z")
What’s the current state of the SimpleHelp Android app? I’ve just installed it on my mobile. I can’t use a connection code as my server isn’t on port 80 as that’s used for other services - it’s on port 8008. But I can’t … --- ## [Chrome Flags Remote Support Download as Dangerous](https://community.simple-help.com/t/chrome-flags-remote-support-download-as-dangerous/1867)
**Author:** [@Craig](https://community.simple-help.com/u/Craig)\ **Replies:** 9\ **Last updated:** [June 18, 2026, 12:36pm UTC](https://community.simple-help.com/t/chrome-flags-remote-support-download-as-dangerous/1867 "2026-06-18T12:36:14Z")
Starting this weekend Chrome browser is flagging the download remote support as dangerous. I checked the SSL cert (active), I checked the app signatures, Simple Help LTD. Anyone else seeing this? Thanks --- ## [Weaponized Remote Access Clients?](https://community.simple-help.com/t/weaponized-remote-access-clients/1873)
**Author:** [@Josh\_Barrett](https://community.simple-help.com/u/Josh_Barrett)\ **Replies:** 1\ **Last updated:** [May 4, 2026, 1:08pm UTC](https://community.simple-help.com/t/weaponized-remote-access-clients/1873 "2026-05-04T13:08:31Z")
Anyone seeing a rise in Weaponized Remote Access Clients installers? We are seeing a lot of the in phishing emails with smaller clients who are break/fix only. We have a small client that we use Simple-Help remote acces… --- ## [Ubuntu & Debian - Black screen](https://community.simple-help.com/t/ubuntu-debian-black-screen/1102)
**Author:** [@dwita](https://community.simple-help.com/u/dwita)\ **Replies:** 6\ **Last updated:** [March 26, 2026, 10:30am UTC](https://community.simple-help.com/t/ubuntu-debian-black-screen/1102 "2026-03-26T10:30:11Z")
Need a little help. We’re on the latest stable SH release (running on an ubuntu server) and have tested on two different VMs and a Dell XPS 13 with the latest Ubuntu LTS and Debian 11. We can connect to the session, chat… --- ## [Notification won't remain cleared](https://community.simple-help.com/t/notification-wont-remain-cleared/1860)
**Author:** [@Ted\_Clark](https://community.simple-help.com/u/Ted_Clark)\ **Replies:** 3\ **Last updated:** [March 9, 2026, 2:51pm UTC](https://community.simple-help.com/t/notification-wont-remain-cleared/1860 "2026-03-09T14:51:14Z")
I purchased a 2nd license in Jan. My support ended in Feb. “Clear All” removes the notification, but eventually it comes back. Anyway to completely clear the notification? --- ## [Automatic logout even when set to no do anything](https://community.simple-help.com/t/automatic-logout-even-when-set-to-no-do-anything/1517)
**Author:** [@Joao\_Ferreira](https://community.simple-help.com/u/Joao_Ferreira)\ **Replies:** 7\ **Last updated:** [February 26, 2026, 2:17pm UTC](https://community.simple-help.com/t/automatic-logout-even-when-set-to-no-do-anything/1517 "2026-02-26T14:17:11Z")
Can someone share if the same problem is happening with others? We suddenly started noticing that after we disconnect the session is logged out, however we have the group set to no do anything after disconnecting and pr… --- ## [Forgetting machines that are offline](https://community.simple-help.com/t/forgetting-machines-that-are-offline/342)
**Author:** [@Bill\_Owens](https://community.simple-help.com/u/Bill_Owens)\ **Replies:** 13\ **Last updated:** [February 26, 2026, 10:29am UTC](https://community.simple-help.com/t/forgetting-machines-that-are-offline/342 "2026-02-26T10:29:45Z")
Possibly a Major issue… I have this set to automatically forget machines that have not checked in for 150 days. It just forgot everything that’s not online… ;( --- ## [SH crashes when 2nd monitor turned on](https://community.simple-help.com/t/sh-crashes-when-2nd-monitor-turned-on/1855)
**Author:** [@Ted\_Clark](https://community.simple-help.com/u/Ted_Clark)\ **Replies:** 0\ **Last updated:** [February 10, 2026, 5:27pm UTC](https://community.simple-help.com/t/sh-crashes-when-2nd-monitor-turned-on/1855 "2026-02-10T17:27:11Z")
I have two 43” Dell monitors, but I normally only keep one turned on. Sometimes when I connect to a client they are running two monitors, so I turn on my 2nd monitor. Half the time SH crashes and I need to ask the client… --- ## [New groups disappear shortly after adding](https://community.simple-help.com/t/new-groups-disappear-shortly-after-adding/1847)
**Author:** [@MarsRoad\_Support](https://community.simple-help.com/u/MarsRoad_Support)\ **Replies:** 2\ **Last updated:** [December 19, 2025, 4:19pm UTC](https://community.simple-help.com/t/new-groups-disappear-shortly-after-adding/1847 "2025-12-19T16:19:01Z")
Hello all, We are working to onboard a few new customers and hit the + under the Access tab to add the new customer machine group. The groups appear to add successfully. Other users however were not seeing the ones I c… --- ## [Clients can download only offline remote support version](https://community.simple-help.com/t/clients-can-download-only-offline-remote-support-version/1843)
**Author:** [@Dragan\_Matic](https://community.simple-help.com/u/Dragan_Matic)\ **Replies:** 1\ **Last updated:** [December 12, 2025, 4:26pm UTC](https://community.simple-help.com/t/clients-can-download-only-offline-remote-support-version/1843 "2025-12-12T16:26:27Z")
Currently our clients (all our clients use only windows OS) can download only Remote Access offline version of the program. There is no option to download online version. What should be changed so that the customers can … --- ## [Mouse cursor to the right of where we think it should be](https://community.simple-help.com/t/mouse-cursor-to-the-right-of-where-we-think-it-should-be/1838)
**Author:** [@Doug\_Neumetzger](https://community.simple-help.com/u/Doug_Neumetzger)\ **Replies:** 1\ **Last updated:** [December 1, 2025, 2:43pm UTC](https://community.simple-help.com/t/mouse-cursor-to-the-right-of-where-we-think-it-should-be/1838 "2025-12-01T14:43:59Z")
We saw this happen some months ago and I think the problem cleared up, but now we are seeing it again. When connected to select computers (not all) the position where you see the mouse on the Windows desktop is not actu… --- ## [Moved server, some computers still show offline](https://community.simple-help.com/t/moved-server-some-computers-still-show-offline/1839)
**Author:** [@Peter\_K\_Knowles](https://community.simple-help.com/u/Peter_K_Knowles)\ **Replies:** 0\ **Last updated:** [November 30, 2025, 9:56pm UTC](https://community.simple-help.com/t/moved-server-some-computers-still-show-offline/1839 "2025-11-30T21:56:05Z")
I moved my SH server to another Windows server, copying the entire configuration folder. Everything pretty much went well with one exception. Most ra computers have reconnected ok, but quite a few are showing offline. Wh… --- ## ["An unexpected problem occurred while updating and launching"](https://community.simple-help.com/t/an-unexpected-problem-occurred-while-updating-and-launching/1601)
**Author:** [@Randall\_Gene\_Black](https://community.simple-help.com/u/Randall_Gene_Black)\ **Replies:** 12\ **Last updated:** [November 19, 2025, 5:32pm UTC](https://community.simple-help.com/t/an-unexpected-problem-occurred-while-updating-and-launching/1601 "2025-11-19T17:32:59Z")
We have users all across our organization receiving this error message when SimpleHelp attempts to update. --- ## [The technical console failed to load](https://community.simple-help.com/t/the-technical-console-failed-to-load/1834)
**Author:** [@Uradian\_Bezuidenhoud](https://community.simple-help.com/u/Uradian_Bezuidenhoud)\ **Replies:** 0\ **Last updated:** [November 7, 2025, 9:00am UTC](https://community.simple-help.com/t/the-technical-console-failed-to-load/1834 "2025-11-07T09:00:51Z")
I’m receiving an error when downloading the technical console and installing it. “the technical console failed to load” An unexpected error has been encountered. Please notify contact@simple-help.com.(NullPointerExcepti… --- ## [Mac OSX display but cant control mouse/keyboard?](https://community.simple-help.com/t/mac-osx-display-but-cant-control-mouse-keyboard/1814)
**Author:** [@Josh\_Barrett](https://community.simple-help.com/u/Josh_Barrett)\ **Replies:** 1\ **Last updated:** [November 6, 2025, 3:56pm UTC](https://community.simple-help.com/t/mac-osx-display-but-cant-control-mouse-keyboard/1814 "2025-11-06T15:56:45Z")
Hello, I have not ever had much luck with Simple-Help and Macs. I can access the terminal or file manager no problem. But when going to use the mouse and keyboard it works 10% of the time. Any suggestions? We have Simp… --- ## [Windows SmartScreen flagging Remote Access installer](https://community.simple-help.com/t/windows-smartscreen-flagging-remote-access-installer/1808)
**Author:** [@Subculture](https://community.simple-help.com/u/Subculture)\ **Replies:** 4\ **Last updated:** [October 15, 2025, 7:28pm UTC](https://community.simple-help.com/t/windows-smartscreen-flagging-remote-access-installer/1808 "2025-10-15T19:28:27Z")
Has anyone else seen this? Currently running 5.5.11, and on new system builds when installing Remote Access, we’re seeing this screen: Obviously I assume this is a false positive, but wondering if this is specific t… --- ## [Access search does not work](https://community.simple-help.com/t/access-search-does-not-work/1804)
**Author:** [@Michael\_Zahler](https://community.simple-help.com/u/Michael_Zahler)\ **Replies:** 0\ **Last updated:** [September 24, 2025, 4:47pm UTC](https://community.simple-help.com/t/access-search-does-not-work/1804 "2025-09-24T16:47:48Z")
Suddenly all our techicians the search for Access does not work. If you start typing a machine name it says “unknown variable” If you start typing an IP address it says “Unexpected character” --- ## [Elevating the session does not allow administrative or elevated actions](https://community.simple-help.com/t/elevating-the-session-does-not-allow-administrative-or-elevated-actions/1267)
**Author:** [@The\_Lost\_IT\_Guy](https://community.simple-help.com/u/The_Lost_IT_Guy)\ **Replies:** 6\ **Last updated:** [September 23, 2025, 1:53pm UTC](https://community.simple-help.com/t/elevating-the-session-does-not-allow-administrative-or-elevated-actions/1267 "2025-09-23T13:53:37Z")
The Simple-Help docs say that if you need to operate the remote computer as an admin user you should instead install a Remote Access session via the tools menu, then log off and log back on as the admin user. Uh…that’s … --- ## [Client Elevation using EntraID Credentials](https://community.simple-help.com/t/client-elevation-using-entraid-credentials/1447)
**Author:** [@Justin\_Shea](https://community.simple-help.com/u/Justin_Shea)\ **Replies:** 2\ **Last updated:** [September 23, 2025, 1:28pm UTC](https://community.simple-help.com/t/client-elevation-using-entraid-credentials/1447 "2025-09-23T13:28:15Z")
Hi All! Just wondering if anyone else has seen this issue. We are currently running version 5.3.5. We have a few clients now who don’t have an on-site AD Domain anymore, their workstations are directly joined to EntraID.… --- ## [How to deploy with the verification?](https://community.simple-help.com/t/how-to-deploy-with-the-verification/1792)
**Author:** [@nick](https://community.simple-help.com/u/nick)\ **Replies:** 1\ **Last updated:** [September 11, 2025, 8:09pm UTC](https://community.simple-help.com/t/how-to-deploy-with-the-verification/1792 "2025-09-11T20:09:39Z")
How are people deploying the PC agent now with the server verification message before it connects? Is there a way to easily mass deploy now? [Next page](https://community.simple-help.com/c/sessions/7.md?page=1)