Video Recording of Remote Connection¶

Learn how session video recording works: what exactly gets captured, where the files are stored, and how to easily view and manage them. This article covers recording modes, team-wide automation options, and quality settings that help you maintain control, transparency, and efficient use of resources.

Recording Process¶

The video recording of a connection is physically created on the technician’s device. This means the recording captures exactly what the technician sees during the session. If multiple participants were connected during the session, separate recordings from each participant may be created.

Video recordings are available for all connection types:

• Screen Control
• File Manager
• Terminal Mode

In screen control mode, if multiple monitors are used, the recording size will automatically match the largest monitor, while images from smaller monitors will be centered.

Video Examples¶

The first frame of each video file displays general information about the connection session:

• The device that was connected to
• The username of the technician who connected first
• The date and time when the session started

Enabling¶

Video recording is available in two modes: for individual connections and for all connections.

During an Active Session¶

You can start or pause video recording directly during a session using the toolbar in the connection window:

Automatic Recording Start¶

You can force automatic video recording for all team sessions when a connection starts. To do this, go to Settings and enable the checkbox Automatically launch video recording when connections are started:

Viewing¶

You can find links to video recording files in the Connection History section, inside the session card under the Video Records tab. Here, you can open a video in a new tab, download it, or delete the file:

You can also see whether a session has a video recording directly in the history list:

Additionally, you can enable the With a video only filter to show only sessions that have recordings:

Storage¶

The storage capacity for video recording files is limited by your subscription plan. You can check your remaining available storage in the Connection History section on the left panel of your account dashboard.

Settings¶

You can manage video recording settings for your account. To do this, open the Video Records Settings window in the Settings section:

These settings allow you to fine-tune processes that directly depend on them, such as:

• CPU and RAM usage on the technician’s device
• Optimization of the size of stored video files

Frames Per Second (FPS)¶

Used in screen control mode. The higher the FPS, the smoother and better the image quality.

The value can range from 10 to 30. By default, the minimum value 10 is used.

Maximum Width and Height¶

Used in screen control mode. You can limit the recording resolution to one of the following:

• Full HD (1920×1080)
• Quad HD (2560×1440)
• Ultra HD (3840×2160)

The desktop image will be scaled down to the selected size only if its original resolution is larger.

By default, the size is not limited, and the recording will match the technician’s actual screen resolution.

Mouse and Notification Logging¶

Used in screen control mode. Enables or disables the display of mouse movements, clicks, and system notifications during the session.

Enabled by default.

Delete Recordings¶

You can delete video recordings individually (each file or all files of a specific session) in the session window under the Video Records tab:

You can also delete recordings in bulk — for multiple sessions at once. To do this, go to the Connection History section, apply the With a video only filter, select the sessions using the checkboxes that appear, and click the delete button next to the filter: