Remote Desktop
Pckgr includes a built-in remote desktop feature that lets you view and control managed devices directly from the portal. No third-party tools or VPN required - connections are peer-to-peer and encrypted.
Starting a Session
- Navigate to Devices and click on the device you want to connect to.
- Click the Remote Control button on the device detail page. The session opens in a new browser tab named after the device, so the device page stays where it was.
- Choose whether to notify the user (on by default). When enabled, a toast notification appears on the device before the session starts.
- Click Connect. The portal will wait for the agent to pick up the session (usually a few seconds).
- Once connected, the device screen appears in your browser.
To work on several devices at once, click Remote Control on each one. Every session gets its own tab, and you switch between them like any other browser tabs.
If the device is already in a session, whether yours in another tab or a colleague's, the portal tells you who started it instead of connecting. Choose Take over to end that session and start yours, or Close to leave it running.
User Notification
When Notify User is enabled, the device shows a Windows notification before the session begins:
Toggle this off for unattended devices or maintenance windows where no user is present.
Using the Viewer
Once connected, you can interact with the remote desktop using your mouse and keyboard as if you were sitting at the device.
Mouse & Keyboard
Click, type, scroll, and right-click as normal. All input is sent to the remote device in real-time. On a Mac, Cmd works as Ctrl on the device, so Cmd+C, Cmd+V, Cmd+A and Cmd+Z do what you expect.
Clipboard
Copy text on your computer, click into the remote session and press Ctrl+V (Cmd+V on a Mac) to paste it on the device. Text you copy on the device comes back to your computer's clipboard, ready to paste; this needs the latest agent on the device. If your browser blocks that, a Copy here button appears to finish the copy. Clipboard sync works for text up to about 200 KB.
Multi-Monitor
If the remote device has multiple monitors, a monitor selector appears in the toolbar. Switch between monitors to view any screen.
Fullscreen
Click the fullscreen button in the toolbar for a full-screen viewing experience. Press Esc to exit.
Ctrl+Alt+Del
Pressing Ctrl+Alt+Del on your own keyboard goes to your own computer, so use the Ctrl+Alt+Del button in the toolbar instead. It reaches the sign-in screen, unlocks the device, and opens Task Manager. Available on devices running the latest agent.
FPS Counter
The toolbar shows the current frame rate. This is helpful for assessing connection quality - a typical session runs at around 15 FPS.
Ending a Session
Sessions can be ended in several ways:
- Click the End Session button in the viewer toolbar (this also closes the tab)
- Navigate away from the remote desktop page
- Close the browser tab
In all cases, the session is cleanly terminated and recorded in the audit log.
Session Limits
| Limit | Value |
|---|---|
| Connection timeout | 5 minutes for the agent to connect after session is created |
| Maximum duration | 2 hours per session |
| Sessions per device | One active session at a time. Starting another asks before taking over the one in progress |
Turning Remote Desktop Off
Remote desktop is on for every tenant by default. If a client doesn't want remote access to their devices, an Owner or Admin can switch off Allow remote desktop under Settings → Remote Desktop. The setting applies to that tenant only.
- The Remote Control button disappears from every device in the tenant
- No new sessions can start, including from a saved or shared session link
- Any session already in progress ends straight away and shows why in the viewer and the audit log
Requirements
Device Side
- Device must be online (agent is running and checking in)
- Agent version must support remote desktop
- Network must allow outbound UDP or TCP to STUN/TURN servers
Browser Side
- Modern browser with WebRTC support (Chrome, Edge, Firefox, Safari)
- Network must allow outbound UDP or TCP to STUN/TURN servers
How It Works
Remote desktop uses WebRTC to establish a direct, peer-to-peer connection between your browser and the device. The Pckgr API is only used for initial session setup and signaling - screen content and input never pass through the server.
If a direct connection cannot be established (e.g., both sides are behind restrictive firewalls), the connection falls back to a TURN relay server. All connections are encrypted with DTLS.
The agent captures the screen even when running as a background Windows Service, which means it can display the Windows login screen, UAC prompts, and applications running as administrator.
Troubleshooting
| Issue | Resolution |
|---|---|
| Session stuck on “Connecting” | Check that the device is online and the agent is running. The agent polls every 5 seconds, so it should pick up the session shortly. |
| Connection fails after signaling | This usually means a firewall is blocking the peer-to-peer connection. Ensure TURN relay is configured by your administrator. Check that UDP/TCP ports are not blocked on either side. |
| Low frame rate or lag | Bandwidth or latency between your browser and the device may be limited. If using a TURN relay, performance depends on the relay server’s proximity. Try connecting from a network closer to the device. |
| Black screen after connecting | The device may be locked or at the login screen. The agent can capture these screens, but it may take a moment to start streaming. Wait a few seconds - if still blank, try ending and restarting the session. |
| Keyboard shortcuts not working | Some browser shortcuts (like Ctrl+W) are intercepted by the browser itself. Use fullscreen mode for the best input experience. |
Audit Trail
Every remote desktop session is logged in the audit log, including who initiated the session, which device was accessed, and when the session started and ended.