KnockKnock complete user manual

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.

Customer computer permissions

Windows Client

1. If Windows asks for permission when Client starts, check the app shown in the prompt and select Yes.
2. This permission is used to control elevated applications and security screens remotely and to continue support after a restart.
3. Client can still be used without administrator approval, but control of administrator prompts and security screens may be limited. Ask the customer's computer administrator for approval when needed.

Mac Client

Depending on the macOS version, Screen Recording may be named Screen & System Audio Recording. If macOS asks you to reopen the app, do so and reconnect. If a required folder remains inaccessible, agree on the scope with the customer and check Full Disk Access through Client's Full access option.

Screen and remote input

Adjust the remote screen

1. Open the Screen menu at the top of Viewer.
2. Select Auto fit to fit the remote screen to the current window.
3. Increase the zoom level to inspect details. Scroll to reach areas that extend beyond the window.
4. If the customer's computer has multiple monitors, select Separate monitors or Separate secondary monitor. Arrange the individual monitor windows as needed.
5. Select Merge separate windows to return to one window.

Use the mouse and keyboard

Click inside the remote screen, then use your mouse and keyboard. Remote control is unavailable if the customer connected in screen-sharing-only mode. Check the remote control permission in Client and try again after changing it.

Send Windows keys

1. When the remote computer runs Windows, open Input.
2. Select ⊞ Windows to open Start, or ⊞ + R Run to open the Run dialog.
3. Select Ctrl+Alt+Del to open the security screen. A connection notice may briefly appear during the transition; wait for the remote screen to return.

Windows-specific keys and Safe Mode restart apply only to Windows customer computers. Do not use Windows-only commands for a Mac customer.

Drawing on the remote screen

1. In Viewer, open Drawing and choose Pen, Arrow, or Rectangle.
2. Select a line width and drag over the remote screen. The customer also sees the annotations.
3. Use undo to correct a mistake. Select Clear my drawings to remove only your annotations, or Clear all to remove all annotations in the session.
4. Select Exit drawing or press Esc to return to remote control.

While drawing mode is active, dragging creates annotations. Exit drawing mode before clicking remote buttons or moving windows.

File and folder transfers

Send files from the support computer to the customer

1. After connecting, select Input → Send files / folders.
2. Choose the files or folders. Check the item count and total size, then confirm the transfer.
3. Wait for completion in the transfer progress window. To stop a transfer, select its cancel action.
4. Ask the customer to confirm receipt. If needed, open the received-files folder on the customer's computer to check the files.

Receive files from the customer

1. Open Input → Receive remote files / folders.
2. Use the computer or parent-folder buttons to navigate. Select Open on a folder to browse inside it.
3. Select Receive for the item you need. For a folder, read the confirmation about including its contents before continuing.
4. After the transfer finishes, select Open received files folder to check the files. Mac Viewer saves files to Downloads/KnockKnock by default. On Windows, use the app's folder-opening action to find the actual location.

If a folder on the customer's Mac cannot be opened, prepare file-access permissions in Client. Confirm that transfers have finished before restarting the computer or ending support.

Clipboard and chat

Two-way clipboard

1. Open Input in Viewer and enable Two-way clipboard.
2. Copy the required text on either the support computer or the customer's computer.
3. Select the destination text field and paste. To paste on the remote computer, first click the destination field inside Viewer's remote screen.
4. Disable the same option when clipboard sharing is no longer needed.

Use the dedicated file-transfer feature for files and folders so you can check progress and completion.

Chat

1. Select Chat in Viewer. The customer opens chat in Client.
2. Type a message and select Send.
3. Check new-message notifications or read indicators. Chat is useful for instructions and text the customer needs to enter themselves.

Listen to remote PC audio

Use this feature to listen to video, music, and app audio playing on the customer's computer through the support computer. To speak with the customer, use Voice call, described in the next chapter.

1. With the remote screen connected, open Sound in Viewer.
2. Enable Listen to remote PC audio.
3. Play the video or app audio on the customer's computer. Check that you can hear it through the support computer's speakers or headphones.
4. Lower the audio quality if playback breaks up. Choose Automatic for general use; higher quality is available when the network has enough capacity.
5. Turn off the same option to stop listening.

This feature does not directly transmit the customer's microphone input. However, call audio playing through the customer's speakers can be part of the computer's output audio. If an echo occurs while using a voice call, use headphones or turn off remote PC audio.

Voice calls

Request and connect a call

1. In Viewer, select Request voice call.
2. If the customer enabled Require customer consent for voice calls in Client, they receive an accept-or-decline request. The call connects after acceptance. If consent is not required, the call is prepared without a separate acceptance dialog.
3. Allow microphone access on both computers when requested, and check that the required microphones and speakers are connected.
4. Start speaking when the button or status changes to Voice call in progress or In call.

If the customer declines or does not respond within about 30 seconds, the call does not start and the request is canceled. Send a new request to try again.

Mute the microphone or end the call

1. Select Microphone off to temporarily stop sending your voice. Select Microphone on to speak again.
2. The support specialist can select Voice call in progress and confirm stopping the call.
3. The customer can select In call on the translucent status bar and confirm stopping it.

Ending only the voice call leaves screen support connected. If the support connection is interrupted, the call ends too. Request a new call after reconnection if needed.

Screen recording

1. With the remote screen visible, select Record in Viewer.
2. If the customer enabled Require customer consent for recording, wait for their approval. If consent is not required, recording starts without a separate acceptance dialog.
3. Check the recording timer and Recording indicator on the customer's status bar. Recording has not started while the request is still pending.
4. Select Cancel request to withdraw a pending request. A decline or a response timeout of about 30 seconds also ends the request.
5. Use Viewer's recording button to stop recording and confirm if asked. The customer can also select Recording on the status bar and confirm stopping it.
6. Wait for Saving to finish and for the saved-file notice to appear. Open the indicated file and check the result.

Recordings are saved as MP4 files on the support computer that started recording. The default folder is Videos/KnockKnock on Windows and Movies/KnockKnock on Mac. Folder redirection can change the actual location; use the saved-file notice to find it.

Stopping recording does not end remote support. Use this feature to record the remote screen; do not assume that voice calls or PC audio are included in the recording.

PC information and Windows management

View computer information

1. Open PC information in Viewer.
2. Start with the summary, then select the categories you need, such as hardware, network, security, devices, installed programs, startup items, or recent errors. Available categories and management buttons depend on the customer computer and the Viewer platform.
3. Select Refresh to collect the latest information. On Windows, Copy all copies the information currently displayed.
4. Compare any reported issue with the customer's symptoms and the time the problem occurred.

Use Windows Viewer management actions

The following actions apply to Windows remote management screens where the corresponding buttons are available.

Removing a startup registration and uninstalling an application are separate actions. Explain the change to the customer and check the item's name and path before proceeding.

Restart and automatic reconnection

Restart the customer computer from Viewer

1. Ask the customer to save any open documents.
2. Select Power → Restart PC in Viewer and confirm the restart.
3. Keep Viewer open while the last remote screen and reconnection notice are displayed. Do not end the support session.
4. On Windows, the service launches Client Agent after startup and attempts recovery. On Mac, Client launches after the customer logs in and attempts recovery.
5. 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.

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

1. Confirm that the customer computer runs Windows and has a wired internet connection available.
2. Select Power → Restart in Safe Mode and read the instructions.
3. Ask the customer to approve the Safe Mode restart request shown on their computer.
4. 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.
5. 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.

Support with multiple specialists

Allow another specialist to join

1. The specialist responsible for the current session opens the Support staff: N menu and enables Allow joining this session.
2. Give the current support code to the specialist who will join.
3. The new specialist signs in to their own Viewer, selects Join another session, and enters the code to request access.
4. The existing specialist checks the requester information and approves the request.
5. Check the participant count and remote screen, then work together. Sessions with multiple support specialists use Relay connections.

Leave without ending support for others

If other specialists remain, use Leave session to leave on your own. The customer and remaining specialists stay connected. If all support should end, coordinate with the remaining specialist and confirm that the final session is ended. Some features, including voice-call requests from joining specialists, may be restricted.

Help another customer too

Select ＋ New connection to open a separate support window and generate a new code. Check the code and remote computer shown in each window so you send commands to the intended customer.

End support normally

End support from Viewer

1. Confirm that file transfers and any required recording saves have finished.
2. Select End support or End remote session in Viewer. To leave while other specialists remain, use Leave session as described in the previous chapter.
3. In the confirmation, choose whether to keep Client and disconnect, or remove the customer's Client program while ending support. Use removal when the customer does not need to keep the program.
4. Confirm that support has ended. An explicitly ended session does not reconnect automatically after a restart.

End support from Client

1. In the customer's Client, select End remote support or Exit.
2. Confirm the exit. Closing the Client window, using ⌘Q on Mac, or choosing Quit from the Dock also follows the normal exit procedure.
3. To receive support again, ask the specialist for a new code and connect. If Reconnect appears on the end screen, select it to return to code entry.

Stopping In call or Recording on the customer's status bar ends only that feature. Use End support or quit Client to end the whole remote support session.

Troubleshooting

Error reports and updates

Send an error report

1. When a problem occurs, open Report an error in Viewer or Client.
2. Describe the action, symptoms, time, and operating systems on both sides. For example: “A Mac Viewer was connected to a Windows Client. The customer restarted Windows directly, but the remote screen did not return.”
3. Send the report and note the Report ID in the completion message.
4. Include that ID and the circumstances when following up.

If the app says the report was saved locally or needs to be resent because it could not reach the server, check that message carefully. It is different from confirmation that the report was received.

Update the apps

When an update is offered, finish ongoing work and follow the instructions to install it and reopen the app. Updating both apps before starting support makes it easier to use matching menus and features.