VM Technician Remote Connection for VM Cloud Users

VM Technician Remote Connection for VM Cloud Users

As a Cloud user, most issues can be resolved without needing a remote connection to your computer. However, if a Client Experience agent requests a remote connection, you will receive an email with a link to establish the connection. If you do not have access to your email, you will be redirected to a unique URL on the Visual Matrix portal. Let's go through both connection methods.

Connection through Email

Connecting using the link we send to your email remains the preferred method.
If you do not receive the email, please check your Spam folder.

1. Please note that:
- The email will be from "Visual Matrix Support" and the subject line will always include the ticket number associated with the session.
- The name of the technician you are corresponding with will be mentioned at the end of the email.
- Most importantly, the email address at the bottom of the message will end with @vmpms.com.


2. Click on "Join Session" from the email.



3. A new window will open with the invitation and some warning messages. The technician's email address will appear at the beginning of the message.



4. Click on "Agree and Download" and follow the on-screen instructions. The downloaded file is temporary and can only be used for that session.



5. A final message will explain the next steps. Click on "Join" to confirm and open the remote connection with the VM technician.



6. A small console will now appear at the bottom right of your screen, allowing you to end the session at any time if needed.



Connection through Portal

If you do not have access to your email, you can use an alternative method by visiting visualmatrix.com/connect.
This is the only URL our technicians will use to connect with you if the email link is unavailable.

1. Go to visualmatrix.com/connect


2. Enter your email and the sessionID provided by the technician.



3. Click "Check Session ID".
Only session IDs provided by Visual Matrix technicians will be recognized and accepted for access.

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