HOW TO USE KNOCKKNOCK

Restart and automatic reconnection

Follow the steps from preparation through completion.

Restart the customer computer from Viewer

Ask the customer to save any open documents.
Select Power → Restart PC in Viewer and confirm the restart.
Keep Viewer open while the last remote screen and reconnection notice are displayed. Do not end the support session.
On Windows, the service launches Client Agent after startup and attempts recovery. On Mac, Client launches after the customer logs in and attempts recovery.
When the new remote screen appears, check mouse and keyboard input and continue support. Request a new voice call if needed.

Can the customer restart the computer themselves?

Yes. Restart recovery is prepared as soon as the customer is actually connected to the support specialist. If the customer restarts through Windows or macOS without ending the active session, Client reconnects to the same session.

Situation	Automatic startup and reconnection
Restart during support, through Viewer or directly on the customer computer	Recovery state is retained.
Temporary network loss or an abnormal app exit	Recovery state is retained. Client retries after network recovery or starts automatically after a restart.
The support specialist ends the session	Recovery state is cleared.
The customer confirms ending support or quitting Client	Recovery state is cleared. This includes ⌘Q and Quit from the Dock on Mac.
Waiting before a connection to a support specialist has been established	There is no active session to recover after startup.

Recovery is not kept indefinitely. If the remote computer stays disconnected for about 60 minutes, or the session expires, generate a new support code and reconnect. Mac requires Login Items approval. If FileVault is enabled, the customer must unlock the disk and log in first. Windows also requires the necessary service permissions and network access.

Restart Windows in Safe Mode

Confirm that the customer computer runs Windows and has a wired internet connection available.
Select Power → Restart in Safe Mode and read the instructions.
Ask the customer to approve the Safe Mode restart request shown on their computer.
Wait for reconnection after Windows starts in Safe Mode with Networking. Some drivers, Wi-Fi, and VPN connections are unavailable in Safe Mode, so use a wired connection.
After the required work, restart in normal mode and check the result.

Shut down the computer

Power → Shut down PC turns off the customer's computer. Remote control is unavailable until it is powered on again. If the confirmation offers to keep or remove the program or disable automatic startup, choose the intended option. Shutting down with automatic startup disabled prevents automatic reconnection to the previous session on the next boot.