Control Machine

The Control Machine page establishes a remote control session between the user's local machine and a selected machine ID. Remote control sessions can only be initiated from a Windows-based machine. The type of remote control session launched by a machine is specified using the Select Type page.

Actions

(Initiate Remote Control) - Click the hyperlinked name of the target machine. Icons next to the managed machine ID indicate the current connection status for that machine. Only machine IDs with an or or icon can be connected to target machines and have live links. All others will be inactive.
Agent online

Agent online and user currently logged on. Icon displays a tool tip showing the logon name.

Agent online and user currently logged on, but user not active for 10 minutes
Record all remote control session - If checked, Kaseya Remote Control sessions on Windows and Mac machines are recorded. Recordings are viewed using the Agent > Screen Recordings page. See Recording KRC Sessions.
Enable verbose relay - Remote control or FTP of machines behind firewalls and NAT gateways may be relayed through the VSA server using a helper application. Checking this box displays a popup window with status information about the normally hidden helper application.

Columns

Check-in status - These icons indicate the agent check-in status of each managed machine. Hovering the cursor over a check-in icon displays the agent Quick View window.
Online but waiting for first audit to complete

Agent online

Agent online and user currently logged on.

Agent online and user currently logged on, but user not active for 10 minutes

Agent is currently offline

Agent has never checked in

Agent is online but remote control has been disabled

The agent has been suspended
Machine.Group ID - The list of Machine IDs displayed is based on the Machine ID / Group ID filter and the machine groups the user is authorized to see using System > User Security > Scopes.
Current User - The user currently logged on to the managed machine.
Active Admin - The VSA user currently conducting a remote control session to this machine ID.

Additional Guidelines

Users Can Disable Remote Control Access - Users can disable remote control and FTP sessions by right-clicking the icon on their managed machine and selecting Disable Remote Control. You can deny users this ability by removing Disable Remote Control using Agent > Agent Menu.
Automatic Installation of K-VNC - If K-VNC is not already installed on a machine and a remote control session is initiated using Control Machine, then the package is automatically installed. Installation does not require a reboot. Automatic installation takes up to an extra minute. To eliminate this delay during first time use, you can pre-install K-VNC on any managed machine using Preinstall RC.
Uninstalling K-VNC - Uninstalling an agent does not remove K-VNC or the KBU client, KES client, or KDPM client. Before you delete the agent, use Remote Control > Uninstall RC to uninstall K-VNC on the managed machine. Uninstall all add-on module clients as well.
Remote Controlling the KServer - Clicking the KServer link starts a remote control session to the Kaseya Server itself. Use this feature to remotely manage your own Kaseya Server. Only master role users can remote control the Kaseya Server.
Remote Control for Machine Users - Machine users can have remote access to their agent machines using Agent > Portal Access.

Remote Control Malfunctions

Some reasons for remote control failure—for target machines with and without an agent—are:

The remote machine is blocking outbound traffic on the agent check-in port (default 5721). The firewall may need to be reconfigured.
The remote machine is on a slow connection. Let the applications run longer than the timeout period and see if that works.
Anti-virus software on the remote machine may block the connection. This problem is eliminated if Endpoint Security protection is installed on the remote machine.
Wrong primary Kaseya Server address - Remote control can only connect through the primary Kaseya Server address. Machines with an agent can connect through either the primary or secondary address. Verify the remote machine can see the primary Kaseya Server address using Agent > Check-in Control.