Manage a support session

Last updated on Mar 27, 2026

A new session automatically appears in the session list and on the Dashboard once opened. Manage an active session from its dedicated Session Panel, which provides a real-time overview of all session data. 

•  Session name: an optional, customizable identifier for your session. Assigning a meaningful name (e.g., "Finance Dept Laptop – Email Issue") helps you quickly find it later in the Session list and Remote Sessions reports. 

   To rename an active session: 

  1. In the Session Panel, click the current session name (the text will become editable).  
  2. Type the new name and press Enter to save it. 

   To change the name for a closed session:

  1. Sign in to SetMe Reports.
  2. Generate a report containing the session. 
  3. Hover over the session whose name you want to change and click the Edit icon. 
  4. Enter the new session name. 
  5. Click OK. 

•  Session notes: Session Notes are a free-text field where you can add contextual information, observations, or action items related to a specific support session. All notes are saved and visible in the corresponding Remote Sessions reports. 

   To add or edit notes for an active session: 

  1. In the Session Panel, navigate to the Notes tab.
  2. Click into the text field and enter your notes. They are saved automatically. 

   To add or edit notes for a closed session: 

  1. Sign in to SetMe Reports.
  2. Generate a report containing the session. 
  3. Hover over the session whose notes you want to change and click the Edit icon. 
  4. Edit the text in the Notes field. 
  5. Click OK. 

•  Connection Status – an indicator of the remote device's current state and communication availability, determining the accessibility of SetMe features for that device. It is displayed in the Session list for each session and on the Session panel. The following statuses are available: 

    • Connecting: the remote device has received a connection request. Connection is in progress.  
    • Completing: connection setup has been successfully completed; peer-to-peer connection with the remote device is being established. 
    • Connected: connection with the remote device is fully established. All SetMe features are available. 
    • Reconnecting: attempting to automatically restore the connection to the remote device. This status typically indicates a loss of internet connection on the remote device. Please wait for the connection to be restored to resume the support session. 
    • Signed out: Available when the session is running in User mode and the remote user has signed out. To continue the session, the user needs to sign back in. 
    • Restarting: the remote device is restarting. To resume the session, please wait for the session to automatically reconnect after the restart.  
      If the session is running in User mode, the remote user will need to sign back in after the restart.
    • Shutdown: the remote device is powered off. To resume the session, please wait for the session to automatically reconnect after the remote device is powered on. 
    • Sleep: the remote device has entered sleep mode. To resume the session, please wait for the session to automatically reconnect after the remote device wakes up. 
    • Disconnected: the support session has been closed on the remote device side. 

•  Session start time: the time at which the connection to the remote device was established.

•  User mode icon: indicates that the SetMe Client app is running in User mode.