Remote Support

Download the support client for your operating system. Once it's running, share your 9-digit ID with your IT engineer.

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Download Remote Support
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Windows
Pre-configured · just run
Linux
AppImage · 64-bit
Other
All releases on GitHub
  1. Download starts automatically. If it doesn't, click the green Download button at the top. The file lands in your Downloads folder. No installation needed, our settings are already built in.
  2. Open the downloaded file (double-click it). If a blue "Windows protected your PC" box appears, click More info, then Run anyway. This is normal, the app just isn't from the Microsoft Store.
  3. Find your 9-digit ID on the main screen, under "Your Desktop", and read it to your engineer. Tell them the ID over the phone, or copy and send it.
  4. Click Accept when the connection prompt appears. That lets your engineer see and control the screen. You can watch the whole time, and close RustDesk to end the session.
One quick step the first time you open it. Our settings are already built in, but because the app isn't from the App Store, macOS asks you to confirm it on first launch (step 3). After that it just opens normally.
  1. Download starts automatically. If it doesn't, click the green Download button at the top. The file lands in your Downloads folder. Our server settings are already built in, nothing to configure.
  2. Install the app: double-click the downloaded IT-MSP Remote Support disk image, then drag the IT-MSP Remote Support icon onto the Applications folder in the window that opens.
  3. Open it the first time: in Applications, right-click (or Control-click) IT-MSP Remote Support and choose Open, then Open again. On newer macOS, if it still won't open, go to System Settings → Privacy & Security, scroll down and click Open Anyway next to "IT-MSP Remote Support". You only do this once.
  4. Allow screen access when asked. macOS will prompt for Screen Recording (and Accessibility). Click Open System Settings and switch IT-MSP Remote Support on for both. This is what lets your engineer see and control the screen. You may need to quit and reopen the app afterwards.
  5. Find your 9-digit ID on the screen and read it to your engineer, then click Accept when the connection prompt appears.
  1. Download the AppImage (starts automatically, or use the button above).
  2. Make it runnable. Right-click the file → Properties → Permissions → tick "Allow executing file as program". Or in a terminal: chmod +x rustdesk-*.AppImage
  3. Open RustDesk by double-clicking the AppImage (or run ./rustdesk-*.AppImage).
  4. Enter our server settings. Click the ⋮ menu (top-right) → Settings → Network → ID/Relay/API Server, paste the three values below, then click OK.
  5. Find your 9-digit ID on the main screen, read it to your engineer, and click Accept when prompted.
ID Server sos.it-msp.net
Relay sos.it-msp.net
Key UVFC2DDTMkALMu6Yn+yB06y2BERlEGULiOdR1FphJGE=
Stuck? Call 0207 112 4812 or email itsupport@it-msp.net and we'll guide you through.