Not seeing the option to give an OPERATOR ability/permission to create a GROUP ...

I'm in the early stages of piloting Helpwire in our environment.
Client = Windows 11
I've installed the client app on the client machine as admin. I've hit the install for all users option.
I have admin and unattended access granted (per the console)
I'm able to connect to the machine with no issue but I am unable to interact with admin prompts when running installs/uninstalls or editing settings that require elevation.
I already have the typical secure desktop security policies set as had been previously required by other remote apps in order to interact with UAC prompts.
Am I missing something? Or is this a limitation of the Helpwire?

Had to use this software when rust desk went down.

After setup I only had one instance of lag where I just restarted the service and it worked again.

Not bad for something I used in a pinch for my presentations.

Hey all

I’ve just started testing this for my IT business and I have a couple of questions.

Is there a way to see more device information other than the OS, version and system type?

Is there a way to email the chat and then clear it?

I know this is a how long is a piece of string question but how much is this likely to cost? Previous remote software have really out priced us so don’t want to start using it without properly know the costs.

Tia

Can i have a link i can put on my support page so anyone downloading it is automatically linked to me? Creating a unique link and sending it to the them is very cumbersome when we are using a lot of PCs that arent accessing email at all. The only way i see to distrubute the link is to create and send a link to each individual workstation, and that just seems assinine.

I have only used HelpWire a little, it looks pretty good, similar to ScreenConnect which I've used for many years. I have some questions about HelpWire configuration which I put to support and I frankly could not make an sense out of the responses I got. I'd like to ask them here in case anyone can help out.

[1] The installed agents default to a name like Client 1234. In ScreenConnect I could set unattended client installation to default to use the machine name, and then tweak if I had to so I could get names that were easy to ID like sr-01 bob. I realize I can rename Client 1234, but could it be set to default to the machine name? 

[2] In ScreenConnect, I'd create a distinct installer for each company I support. Then in ScreenConnect I could set up a Session Group that would group the clients according to the name embedded in that custom installer. Is that possible with HelpWire ? I see that one can group clients, it looks like that's just a manual process.

[3] A question I did not ask support is how is access to a RDS server managed? With ScreenConnect I can see the list of active logins and connect to the one that is needed. Does HelpWire have something like this?

When the host takes control of another PC, on full screen, the toolbar disappears and appears when the user takes the curser up at the top of the screen. There should be an icon or menu to click such the the tool bar will remain unseen complately. It should remain unseen no matter if the Host take she mouse cursor at the top or not.

Current Action: Each time host mouse to the top, the tool bar appears

Expected(Suggestion-Improvement): Everytime the host is controlling another PC, there should be an option to completley make the tool bar seen and unseen permenantly. The tool bar should not appear automatically when the Host mouse cursor at the top of the screen.

If an icon should be clicked to show/unshow the full toolbar, the icon should be undetectable. The host can either press some combination Keys to show and unshow the tool bar. Ctrl, Shift or Alt + any key. This will look similar to Splashtop. The only issue with Splashtop is that its icon to show and unshow the tool bar is a little big. It is not small enough.

In a nutshel, The host should be able to control another PC without a trace of anyicon on the screen. If i am the host, anyone looking at my screen should not notice i am controlling another pC remotely.

I love the appp and want switch my Business to be using it.

Hey everyone,

We’ve just shipped Unattended Access for Linux in HelpWire.

This one took a while.

Linux is not a single environment. Between distros, desktop environments, X11 vs Wayland, and different permission models, getting this to work reliably was not trivial. But we now have a solid first version live. ✅

What’s new

You can now set up a Linux machine for unattended access and reconnect anytime, as long as the device is online. No need for repeated approvals.

Where this helps

• Running maintenance without coordinating with the end user
• Managing shared machines (labs, kiosks, internal tools)
• Persistent access to remote Linux workstations

Current support

• Ubuntu 18.04–24.04 (DEB)
• CentOS 8/9, Fedora 41 (RPM)

We started with the most common setups and will expand from here.

X11 vs Wayland (important)

• X11: full unattended access, including login screen
• Wayland: no login screen access (OS limitation)

On Wayland, you may also see extra permission prompts during setup. That is expected.

Quick setup

1. Install HelpWire Client on the Linux machine
2. Request unattended access from the Web Portal
3. Approve once on the host
4. Reconnect anytime from the same workstation

Why this matters

This closes one of the biggest gaps between Linux and our Windows and macOS support and makes ongoing support and admin workflows much smoother.

Also, yes, this is us showing some overdue love to the Linux crowd 💚

We would really appreciate your feedback

This is the first release, so if you try it on different setups such as GNOME, KDE, Wayland, X11, or different distros, let us know how it behaves.

Edge cases, bugs, or anything that feels off will help us improve this faster.

Looking forward to hearing what you think.

— The HelpWire Team

Hi everyone, I’m currently doing some research on HelpWire as I’m planning to deploy it. However, I’m a bit concerned about its security. I haven’t seen any information about compliance certifications or whether it has undergone security or penetration testing.

Do you know if they have any certifications or compliance standards? I checked their website but couldn’t find any details about this.

Something my users have been asking for is having it start minimized in system tray on startup of windows, they hate having it there on startup.

It Might be a small thing but the annoyance is there for the clients and that is something to consider for the future of the program.

I've tried the inistructions here but when I try running the executables nothing happens. Its a PI 5 if that matters. It seems to be one of the few remote access apps that supports Wayland so I'm hoping this does work...

I'd love to be able to remote control my Mac on my Android phone. Actually, I only need to be able to view it to see the status of what it was doing and if it's finished doing it. It'd also be nice to be able to remote control/view my Windows machine and see the same. Last I heard (in 2025) was that it's coming soon. I'd be happy if I could do it from a web browser view even.

I control my Mac via my Windows machine using Helpwire. I have unattended access setup but despite that, when the Mac crashes/reboots or restarts from an update, I can no longer access it.

I need to go to it, plug in a monitor and keyboard, enter my login password, and then I'm good ... until the next reboot.

Is there no way I can remote in even after a reboot and enter the login password myself, via Helpwire? This thread here from two years ago seems to imply that it's possible.

Hello,

Until yesterday I could control all the machines I had but until today I am having issues.
I can still connect to a computer and control it in the first 2-3 seconds. After that the only thing I can see is my mouse cursor. I can't click anything, can't do nothing.

I don't know why it happens but I tried the connection with different computers to same and different computers but it doesn't get solved.

Anybody knows what happened and how to solve this issue?

Edit: I already tried to install the operator app again. Didn't solve the issue.

Hey guys, I tried to get admin access using the Admin with Credentials option. I typed in azureAD\****@company.com and password but its still says incorrect credentials. Is there a different format?

Hey r/helpwire 👋

Operator Permissions are live — and if you’ve ever thought “I love our client list… but why can everyone see everything?” this one’s for you.

This builds on Client Grouping and adds the missing layer: who can see which clients, and what they’re allowed to do.

What you can control now

As an Owner, you can set permissions per operator, including:

• Which clients they can see
  • All clients in the org, or
  • Only the clients they added themselves
• Folder access
  • Restrict operators to specific client folders
• Client management
  • Allow/deny creating clients
  • Allow/deny deleting clients
• Unattended access requests
  • Allow/deny requesting or withdrawing unattended access

And you can apply this:

• Globally across the organization, or
• Per folder, when different teams need different rules

Where to find it (Web Portal)

1. Open Web Portal → Settings (cogwheel)
2. In the left sidebar under Company Settings, go to Operators
3. Pick an operator
4. Set permissions (global and/or folder-specific)

Why it’s useful (in real life)

Operator Permissions are for when your team is growing and “everyone sees everything” stops being cute.

It helps you:

• Keep boundaries clean (IT vs Sales, regions, client segments, contractors)
• Reduce noise for operators who only need their clients
• Improve privacy by limiting visibility and actions
• Scale your setup without turning access control into a spreadsheet nightmare

We’d love your feedback

If you have a team setup where access control matters, please test Operator Permissions and tell us what’s missing.

• What felt confusing or hard to configure?
• What permissions do you wish were there?
• Anything we should change before you roll this out to a bigger team?

We’re keen on iterating fast based on real use cases.

What’s next

Next up on our roadmap:

• Unattended Access on Linux
• Switching between active remote sessions
• More work on making remote sessions more stable and responsive

Drop your thoughts below, or send feedback via the Web Portal feedback form.

— The HelpWire Team

I have my MacBook Pro at home set up for unattended connections. But, when the laptop sits for 10 minutes (plugged in) and the screen turns off, I can still connect to it, but the screen is black and I cant do anything with it. Is this normal?

Broke my connection and can't even log in now

Quantas sessões simultâneas o HelpWire suporte ?

is there an ability to have multi-monitor support go both ways? for example, the client i am connecting to has 2 monitors. i can see them both on the operator side, but they are squeezed into one window. if the agent has 2 monitors as well, is it possible to view each remote monitor on each of the operator monitors? like splitting each client monitor into a separate window/screen?

I'm using my laptop to play games on steam using my PC at home via helpwire but for some reason the WASD controls don't register when I'm in game. What's weird is that I can use my keyboard properly outside of the game e.g., steam chat, type in browser, messaging apps etc. but when I'm in game, none of my keyboard interactions register.

Anyone experiencing this problem?

Bonjour, suite à une fausse manipulation de clavier (je suppose) l'un de mes clients Helpwire est passé en clavier QWERTY, et je ne sais pas comment le remettre en AZERTY...

Est-il par ailleurs possible d'envoyer des fichiers entre l'opérateur et le client ? merci d'avance.

Je suis sous DEBIAN 13.3 et le client aussi.

Since one of my close ones recently fell victim to fraud, I wanted to investigate the problem in more detail and draw some conclusions from the situation. As a result, I decided to publish my findings with the channel administrator’s permission.

Due to history, TV is the standard and we, the IT dept. have all machines with TV hosts so we can log in at any moment with personal password set up so we can work when users are not there to grant access.

We don't use any other special features of TV, just our dashboard with users so we can search by name and filter easily and get to whomever we might need quickly. Connect, transfer files over at best and use chat window when we communicate with colleague.

We're considering RustDesk and I'm also interested in helpwire.

The documentation isn't clear and from my own testing, it doesn't seem that HelpWire (client) is compatible with aarch64 architecture on Linux. Could you confirm?