KNOCK KNOCK1. Open KnockKnock Client
Download and open the customer app recommended by your support specialist. Customers use Client; support staff use the separate Viewer app.
- Windows: If a permission prompt appears, check the app and follow the specialist's instructions to allow it.
- Mac: Screen sharing requires Screen Recording, and remote input requires Accessibility. Follow the permission guidance in the app.
2. Connect with the six-digit support code
- Enter the six-digit code provided by your support specialist.
- To show your screen without allowing remote input, select Share screen only.
- Select Connect and wait for the connection to finish.
- Check the remote support status and status bar.
3. Choose call and recording consent
Enable Require customer consent for voice calls and Require customer consent for recording to accept or decline each request. If these options are off, the features can start without a separate acceptance dialog.
Allow microphone access when starting a voice call if requested. In call and Recording appear on the status bar while those features are active. Select the indicator and confirm stopping to end only that feature.
4. End support when you are finished
Select End remote support or Exit in Client and confirm. Quitting the app normally also clears automatic reconnection for the previous session.
Reconnect after a restart
After you connect to a specialist, the active session can continue after restarting. Client starts and reconnects after startup on Windows, or after the customer logs in on Mac. Allow Login Items when asked on Mac.
Automatic reconnection is cleared if the specialist ends support or the customer confirms ending support or quitting Client. Temporary network interruptions trigger recovery attempts. If the recovery period expires, ask the specialist for a new code.