# Start a workstation support session

> Choose the right computer, connect for an approved support task, and disconnect when finished.

Language: en-US. Product guide: https://agencymesh.app/help/workstation-connect/.

Last reviewed October 1, 2026 by AgencyMesh Product Support · Checked against release 2026.10

Open [Workstation Connect](https://app.agencymesh.app/it/workstation-connect). Workstation Connect, Operations, or Administrator access is required.

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## Open a remote desktop

Access uses assigned active offices. Operations and Administrator can also see Other for unmatched devices. Multiple desktops stay open in named tabs; commands affect the active tab.

1. Choose the office, search for the computer, and select an online device. Use **Refresh device list** if needed.
2. When **Loading Session** clears, finish any remote connection or consent prompt. Wait for **Connected**; use **Connect** if the selected desktop is disconnected.

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## Useful controls

Use the session for the agreed support task. Do not transfer passwords or sign-in codes through Clipboard.

| Item | Guidance |
| --- | --- |
| Quality | Balanced, Best quality, or Low bandwidth for a slow connection. |
| Clipboard | Get reads remote text; Send places entered text on the remote clipboard. The field accepts up to 65,535 characters. |
| Ctrl + Alt + Del | Sends the combination to the remote computer. |
| Lock local input / Unlock local input | Controls keyboard and mouse input at the remote computer; coordinate with its user. |
| Display controls | Collapse device list, Enter fullscreen, Toggle view mode, Rotate left, and Rotate right. |

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## End the session

If local input was locked, select Unlock local input. Select Disconnect, then Close desktop on each finished tab. Closing a desktop also requests disconnection; switching tabs does not.

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## Recover a failed connection

| Item | Guidance |
| --- | --- |
| Missing device | Clear the search, choose All Offices, and Refresh device list. Ask Operations to check assignment/setup if still missing. |
| Offline | Check power and internet before refreshing. |
| **Session did not respond** / **Session refresh timed out** | Select **Refresh Session** on that desktop tab. The initial load and refresh stop waiting after about 15 seconds. |
| **Session could not be opened** | Check device access and select **Refresh Session**. If the message says your sign-in session expired, reload the page and sign in again. |
| Frozen view | Select its tab and Refresh Session. |
| Disabled commands | Commands are unavailable while the session is loading or reopening. Wait for Connected; some controls also require support from the remote desktop. |

## Related guides

- [Find and check a workstation](https://agencymesh.app/help/workstations.md)
- [Create and follow up on a support ticket](https://agencymesh.app/help/office-tickets.md)
- [Get and manage two-factor codes](https://agencymesh.app/help/security-and-two-factor.md)