Getting connected

Support staff use KnockKnock Viewer. The customer receiving help uses KnockKnock Client. The two computers can use different operating systems.

Prepare the support session

1. Open Viewer for the support computer's operating system: Windows or Mac.
2. Enter your registered email address and password, then select Sign in. If you do not have an account, select Sign up and complete email verification and registration. If you forgot your password, choose Find / change password and follow the verification instructions.
3. Select Start support or New session to generate a six-digit support code.
4. Give the code to the customer and ask them to enter it in Client.

Connect the customer's computer

1. Open Client for the customer's operating system. On Mac, complete the permission setup first.
2. To show the screen without allowing remote input, select Share screen only.
3. Enter the six-digit code provided by the support specialist and select Connect.
4. The connection is ready when the customer's screen appears in Viewer and Client shows that remote support is in progress.

The support specialist generates the code in Viewer; the customer enters it in Client. Join another session lets another support specialist join a session that is already running.

Compare the connection verification code

If both apps show a connection verification code after connecting, compare the codes to check that they match. This code serves a different purpose from the six-digit support code used to start the connection.