FAQ

A subscription to a Supremo plan is required for professional purposes and/or for a continuous use. There are three plans – Solo, Business and Professional – which differ in the number of remote control sessions that can run at the same time…discover more.

A remote connection indicates the connection between two PCs/servers that are located in different places.

Simultaneous connections therefore indicate connections between distant PCs/servers that occur at the same time. Simultaneous connections can be initiated…discover more

You can activate an infinite number of fixed and mobile devices with a single licence by entering the activation code on as many Supremo installations as you wish. Our servers will control the number of control sessions that you are using and will not allow you to exceed the limits established by your subscription plan.

Yes, the first 21 days of use are free even for professional and continuous use, and no registration or subscription is required to use them!

After the first 21 days of free trial, which doesn’t require any registration or subscription, Supremo can be used free of charge for non-professional and/or non-continuous use.

This means that the sessions started have a limited duration and/or frequency and are not linked in any way to the performance of professional functions or to the provision of services to third parties, whether they are individuals or companies, even if they are unpaid.

For more information, we recommend you visit this page.

Yes. It is possible to purchase Extra Connections from the Reserved Area at any time.
Important: Extra Connections expire with the Supremo Business or Professional plan, regardless of the purchase date.

Multiple users can connect to a remote machine at the same time, and everyone can take control of it. However, connected users can act at different times on the remote PC, to avoid overlapping operations.

Unlike Remote Desktop, all users connected to Supremo use the same Windows session.

Yes. The function is free of charge for all Supremo subscribers. This page thoroughly and clearly illustrates the procedure. It is necessary to have at least one active Supremo plan in order to use the function.

Supremo is available for Windows, macOS, iOS and Android. You can download all the clients from this page.

Yes. Also in the case, whereby a normal user (local, without administration rights) executes SupRemo on a remote machine. Consult this tutorial dedicated to the specific case.

No, you can’t. In order to control remote PCs/Servers for professional purposes and/or for a continuous use, it is necessary to subscribe to one of our subscription plans. The controlled machine – physical or virtual – does not require a subscription plan.

Starting with version 4.10 Supremo supports two-factor authentication. An authentication app is required that supports time-based one-time passwords (OTP).

For more information click here.

With the Advanced Reports feature, available with Supremo Professional, you can monitor all incoming and outgoing connections of whoever you want ,simply by associating the device with your Console account and activating the feature, without having to share the contacts in your Address Book.

For more information click here.

With the Advanced Reports feature, available with Supremo Professional, you monitor both incoming and outgoing connections of whoever you want, simply by associating the device with your Console account and activating the feature, without having to share contacts from your Address Book.

You can also use this feature to speed up billing times to your customers. For more information click here.

Of course, you can check in real time who is using your licence with the Supremo Professional plan. Just enter your licence activation code into the Supremo software on the PCs you want to check. For more information click here.

 

 

 

 

Yes, you can deploy Supremo via Group Policy Object using the Automatic Installation feature of Supremo Professional.

To learn how to generate the .mst file to deploy Supremo with the .msi, click here.

Yes, thanks to the Automatic Installation feature available with Supremo Professional, it is possible to install Supremo massively via command line and/or .mst file generation.

To learn more click here.

Yes, you can configure Supremo centrally and generate the command line to be used for the automatic installation of Supremo with the .exe, .msi or .mst file. The functionality is available with Supremo Professional. For more details click here.

Yes, with Supremo Custom Pro you can configure a number of options centrally, including the request for confirmation to connect, automatic updates, the list of allowed IDs and the password to access the Tools panel. For more information click here.

Yes, the Monitoring functionality included in RMM allows you to get error or warning notifications in case of problems with your devices.

Notifications are generated based on the policies you configure in your Console account and assign to your devices. For more information click here.

Yes, with Supremo Professional you always have a convenient Dashboard at your disposal that summarises the list of devices associated with your Supremo Console account and shows a preview of the health of your machines. For more information click here.

 

Yes, with RMM, available with Supremo Professional, you can remotely consult, at any time and in real time, all the information related to your devices or those of your customers (hardware, software, networks, etc.), check their health status through special indicators and get personalized notifications when problems arise.

For more information click here.

 

Yes, the Support Queue is one of the features included in the Supremo Professional plan. Activate your team and distribute the Supremo Custom Pro version to your customers by enabling support requests. You can assign requests to your employees or configure the Support Queue so that your operators can handle the received support requests themselves. For more details click here.

The number of operators you can add to your Support Team corresponds to the number of simultaneous connections available in your Supremo Professional plan.

The operators in your Team can manage the support requests sent by your customers via Supremo directly in the Console.

The message “The remote PC you are connecting to is not available” indicates that the remote PC (for smart working, your work PC; for technical assistance, your client’s PC) cannot be reached for one of the following reasons…discover more

The Remote control not allowed   message indicates that the access to the remote machine has been restricted to one or more Supremo IDs and you’re not authorized to control it. To get connected, you need to update the list of allowed IDs in Tools – Security  of the remote PC.

For more information about “Selecting allowed IDs to connect”, click here.

The Unable to connect to the Gateway  message indicates that Supremo cannot communicate with any of the gateways. This can be due to several reasons…discover more

If you want Supremo to work correctly, outgoing traffic must be allowed to

FQDN *.nanosystems.com TCP 5938, 443 FQDN *.nanosystems.it TCP 5938, 443 FQDN *.supremocontrol.com TCP 443 If the operating system in use is Windows Xp/Windows Vista, outgoing traffic must also be allowed on TCP port 80.

If the operating system is macOS, iOS (on Iphone / Ipad) or Android, it is necessary to allow outgoing traffic to *.nanosystems.it, *.nanosystems.com, *www.supremocontrol.com on TCP port 443.

It is necessary that the firewall or router supports reverse DNS functionality.

You can configure the proxy settings from the Tools menu -> Options.

If you double-click on the Supremo.exe executable and nothing happens, follow this procedure…discover more

Supremo needs to access the domain license.nanosystems.it in order to validate the activation. If it can’t access…discover more

There was probably a corruption of the settings.dat file, located inside the path C:ProgramDataSupremoRemoteDesktop.
We suggest to disable the option Start Supremo at system boot (unattended access) if enabled, close Supremo, delete the settings.dat file and then re-launch Supremo.
Of course, Supremo must be re-configured. The ID of the machine may also change, in some rare cases.

Yes, you can change some Supremo options via command line. Read this guide for more details.

To start the custom version on a computer where you are already using Supremo, you have to first disable the option Start Supremo at system boot (unattended access) in the Tools panel.

You then need to close Supremo completely before starting the new custom file (if Supremo is minimised in the bottom bar of Windows, right-click on the icon and select Exit).

If you are seeing this message, Supremo has previously been started via Windows Remote Desktop (RDP) and now Supremo and Windows Remote Desktop are running in different sessions.
To find out how to start and interact with Supremo from an RDP session, click here.

You can download Supremo for macOS at this page.

When starting Supremo for the first time on macOS 10.14 and higher, you need to authorize Supremo to gain full control of a MAC during a remote session, after saving/moving the executable to the Applications folder. For more information, click here.

Yes, you can define a list of Supremo IDs authorised to connect remotely to a specific machine in Tools – Security.

All the users that are not on this list cannot connect, even if they know the remote PC’s Supremo ID and password.

For more information about “Selecting allowed IDs to connect”, click here.

You need to provide your customers with the Pro version of Supremo Custom available under the link Remote Support – Supremo Custom Pro in the Supremo Console. Here you can activate the Support Queue and configure how your team handles requests. For more information click here.

It is possible to read the ID and version number of Supremo via Windows registry.

At startup, Supremo writes in the following key “ComputerHKEY_LOCAL_MACHINESOFTWAREWOW6432NodeSupremo” the values ClientID (Supremo’s ID) and version (software version number) in the case of a non-active multisession and console ID.

If the multisession is active, the same RDP session information can be read in the “ComputerHKEY_CURRENT_USERSoftwareSupremo” key.

 

The Random Password is automatically generated by Supremo and changes every time the software is restarted or reopened. This is ideal for ensuring high security when one-time or occasional access is required.

The Secondary Password is a static password that remains the same across all sessions. Once you set it, it will stay in place, even after you restart the computer or close Supremo. This option is great for users who need to frequently connect to the same computer without having to deal with changing passwords.

For more information, click here.

Yes, Supremo can be used on operating systems created from a Windows or macOS image.

Just follow the guidelines here.

Yes, you can remotely access and manage Android mobile devices via our Supremo Mobile Assist APP.

The Mobile Add-On required to enable remote control in addition to screen sharing, must also be downloaded to the remote device. It should not be downloaded directly, but only when requested within Supremo Mobile Assist.

To send a CTRL + ALT + DEL command, go to the upper menu of the control window and click on Control. Then select Send CTRL + ALT + DEL.

Yes. It is possible to use the copy & paste function to transfer files/folders between two machines connected to Supremo.
Transferring files or folders between the two connected PCs can be also carried out using the Drag & Drop function or via the Supremo File Manager .

For more information, see this tutorial.

The closure or the minimization of the RDP session from which Supremo has been launched, blocks the video stream causing the application to show…discover more

UAC is a powerful security feature of Windows but it may cause problems when you are remote controlling a PC. If Supremo runs under the SYSTEM user on the remote machine, it’s able to show and interact with…discover more

AVAILABLE FOR VERSIONS PRIOR TO 4.10

It will be possible to activate a Supremo client downloading an old version and running on Ubuntu using WINE.


NOTE: Supremo works in control mode… discover more

Yes, you can use shortcuts to send commands with Supremo. Read this guide for more information.

On Windows PCs, you can access the Session Manager by right-clicking on the Supremo icon in the tray bar.

In the Session Manager you can check all incoming and outgoing connections active on that specific machine. You can also disconnect one of these sessions by clicking on the gear icon to the left of the contact ID/name.

On MACs, on the other hand, the connections window appears in the top left-hand corner as soon as a connection is initiated or received. Here too, you can terminate the connection of the connected user by right-clicking.

At first startup on macOS 10.14 and above, you must authorize Supremo to gain full control of the MAC during a remote session, after saving/moving the executable to the Applications folder.

You need to configure the necessary permissions in System Preferences.

For more information, click here.

Maybe you’re trying to access the address book with your Nanosystems account, the same used to purchase your Supremo plan from the e-commerce. It doesn’t work because..discover more

Starting from version 3.4.0, SupRemo offers Terminal Server support.
Discover more here.

Supremo can be used in multisession mode on Windows Server systems that allow you to manage two or more concurrent control sessions via Remote Desktop (Terminal Server/Remote Desktop Server). For more information, click here.

Yes, it is possible to use Supremo with the Windows Remote Desktop and interact with the Supremo interface via Remote Desktop. For more information, click here.

Yes, via the menu Tools-Security-Random Password strength, by setting Disabled.

For more information, click here.

Yes. For more information, click here.

No, it will be introduced shortly.

Yes, you can enable the automatic updates for your Supremo clients. If activated, when a new update will be released, the software will automatically update itself. For more information, click here.

No, the custom version of Supremo only allows you to receive remote connections from outside.
It is in fact a version designed to be distributed to customers to whom you provide remote assistance.

The Reports feature allows you to consult the data of connections initiated to the contacts saved in your Address Book. In order to collect this data you need to log into the Address Book in the software and enter your licence activation code. Also, you have to check that the functionality is active in the Supremo Console under the link Remote Support – Reports – Options in the field Enable report for remote sessions.

If you have shared Contact Groups, your collaborators must also perform the above steps if you want to check their connections to the shared contacts.

For more information click here.

All the outgoing connections will now be saved in the Console and will be available under the link Remote Support – Reports.

If, on the other hand, you want to access information on all incoming and outgoing connections to a device, i.e. not only those initiated to contacts in your Address Book, you can use the Advanced Reports available with Supremo Professional.

For more details click here.

Reports, available with any Supremo license, allow you to check information about remote connections made to contacts of your Address Book made by you or your collaborators with whom you have shared Contact Groups. For details visit this page.

With Advanced Reports, only available with Supremo Professional, you monitor both the incoming and outgoing connections of whoever you want, without having to share your Address Book contacts simply by associating the device with your Console account and activating the feature. You can also use this feature to speed up billing times to your customers. For more information click here.

You need to enter your license activation code in the Supremo Console under the link Licences Management and then associate the devices to your account.

To check the steps in detail click here.

You can find a complete list of the support requests handled by your team under the link Support Services – History.

You can also customise your search and export the results as a .csv file. For more information click here.

In the Supremo Console under the link RMM – Monitoring you can view the health status of your devices. For more information click here.

You have to associate the device to your Console account and activate the Device Management, available with Supremo Professional. This will give you access to a panel that summarises the main information of your devices. For more information click here.