Supremo Support

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• Supremo with a customized logo

  Provide assistance to your customers with a personal touch. You can customize Supremo with your logo, change the color palette

  Tutorial

• 13. Where can I find a report of all incoming and outgoing connections for a device?

  With the Advanced Reports feature, available with Supremo Professional, you can monitor all incoming and outgoing connections of whoever you

• 11. What is the difference between Reports and Advanced Reports?

  Reports, available with any Supremo license, allow you to check information about remote connections made to contacts of your Address

• 24.How many operators can I add to my Support Team?

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

  FAQ, Presales

• 15.How can I obtain the ID of Supremo via API?

  It is possible to read the ID and version number of Supremo via Windows registry. At startup, Supremo writes in

  FAQ, Configuration

• 12.Does Supremo support two-factor authentication?

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

  FAQ, Presales

• 12. How do I start Supremo on macOS?

  You can download Supremo for macOS at this page. When starting Supremo for the first time on macOS 10.14 and

• 8. Why can’t I interact with a remote MAC?

  At first startup on macOS 10.14 and above, you must authorize Supremo to gain full control of the MAC during

• 13. Is it possible to authorise only specific users to connect to a remote PC?

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

  FAQ, Configuration

• 10. Why can’t I see in the Supremo Console the Reports of the connections I launched?

  The Reports feature allows you to consult the data of connections initiated to the contacts saved in your Address Book.

• 22. Can I remotely view a device’s information and monitor any critical performance or security issues?

  Yes, with RMM, available with Supremo Professional, you can remotely consult, at any time and in real time, all the

• 21. Can I access a control panel to check the health status of the machines I administer?

  Yes, with Supremo Professional you always have a convenient Dashboard at your disposal that summarises the list of devices associated

• 16. How do I remotely consult information on a specific device, such as: operating system, networks, software, hardware and system status?

  You have to associate the device to your Console account and activate the Device Management, available with Supremo Professional. This

• 20. Can I be notified if there are performance or security issues with the devices I administer?

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

• 15. Where do I check the health status of my devices?

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

• 23. Is it possible to receive support requests via Supremo and manage a Support Queue?

  Yes, the Support Queue is one of the features included in the Supremo Professional plan. Activate your team and distribute

• 14. Why can’t my customers submit their support requests to me via Supremo?

  You need to provide your customers with the Pro version of Supremo Custom available under the link Remote Support –

• 19. Can I distribute an already configured Supremo to my customers, e.g. with automatic updates activated?

  Yes, with Supremo Custom Pro you can configure a number of options centrally, including the request for confirmation to connect,

• 14. I have already distributed several customised versions of Supremo to my customers: do I have to create them again in the Supremo Console or can I migrate them?

  You can migrate all your custom licenses from your Reserved Area to the Supremo Console, without having to create them

• 18. Can I install Supremo via the command line?

  Yes, you can configure Supremo centrally and generate the command line to be used for the automatic installation of Supremo

• 17. Can I install Supremo via mass deployment?

  Yes, thanks to the Automatic Installation feature available with Supremo Professional, it is possible to install Supremo massively via command

• 16. Can I distribute Supremo via GPO?

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

• 15. Can I check who is using my licence?

  Of course, you can check in real time who is using your licence with the Supremo Professional plan. Just enter

• 14. How can I monitor my activity and that of my collaborators/employees?

  With the Advanced Reports feature, available with Supremo Professional, you monitor both incoming and outgoing connections of whoever you want,

• 13. Where can I check all the service requests handled by my team?

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

• 12. How do I activate the features of the Supremo Professional plan?

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

• 7. Why am I experiencing problem with the activation?

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

• 8. Why can I no longer use the static password?

  There was probably a corruption of the settings.dat file, located inside the path C:ProgramDataSupremoRemoteDesktop. We suggest to disable the option

  FAQ, Configuration

• 1. Why do I get “Login forbidden” when I try to access the online address book?

  Maybe you’re trying to access the address book with your Nanosystems account, the same used to purchase your Supremo plan

• 3. Why do I get “Unable to connect to the Gateway”?

  The Unable to connect to the Gateway message indicates that Supremo cannot communicate with any of the gateways. This can

• 5. How do I configure the proxy settings?

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

  FAQ, Configuration

• 2. Why do I get “Remote control not allowed”?

  The Remote control not allowed message indicates that the access to the remote machine has been restricted to one or

  FAQ, Configuration

• 4. What ports does Supremo use?

  If you want Supremo to work correctly, it is necessary to allow outgoing traffic to TCP port 5938 and to

  FAQ, Configuration

• 1. Why am I getting the message “The remote PC you are connecting to is not available”?

  The message “The remote PC you are connecting to is not available” indicates that the remote PC (for smart working,

• 1. How do I send a CTRL + ALT + DEL command?

  To send a CTRL + ALT + DEL command, go to the upper menu of the control window and click

  FAQ, Control

• 4. Why am I not able to interact with UAC (User Account Control) dialogs?

  UAC is a powerful security feature of Windows but it may cause problems when you are remote controlling a PC.

• 3. Why am I getting the notification “Screen cannot be captured at the moment?”

  The closure or the minimization of the RDP session from which Supremo has been launched, blocks the video stream causing

• 5. How can I use Supremo on Linux?

  It will be possible to activate a Supremo client running on Ubuntu 21.10 and 20.04 LTS with the latest stable version of WINE.

• 8. Can I enable Supremo automatic updates?

  Yes, you can enable the automatic updates for your Supremo clients. If activated, when a new update will be released,

• 6. Can I use shortcuts with Supremo?

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

• 9. Is it possible to change Supremo options using a command line?

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

• 10. Why can’t I start the custom version of Supremo on my PC where I’m already using Supremo?

  To start the custom version on a computer where you are already using Supremo, you have to first disable the

  FAQ, Configuration

• 11. Why do I get the message that Supremo is already running in the Console session?

  If you are seeing this message, Supremo has previously been started via Windows Remote Desktop (RDP) and now Supremo and

• 7. How can I check the active connections on a PC?

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

  FAQ, Control

• 9. Can I start remote connections from the custom version of Supremo?

  No, the custom version of Supremo only allows you to receive remote connections from outside. It is in fact a

  FAQ, Features

• 5. Why does Supremo detect a professional and/or continuous use?

  After the first 21 days of free trial, which doesn’t require any registration or subscription, Supremo can be used free

• 11. Can I use Supremo free of charge for professional purposes and/or without time limits?

  No, you can’t. In order to control remote PCs/Servers for professional purposes and/or for a continuous use, it is necessary

• 4. Can I try Supremo before buying it?

  Yes, the first 21 days of use are free even for professional and continuous use, and no registration or subscription

  FAQ, Presales

• 3. How many licences should I purchase if I have multiple PCs/mobile devices to start connections from?

  You can activate an infinite number of fixed and mobile devices with a single licence by entering the activation code

  FAQ, Presales

• 6. Can I extend the maximum simultaneous control sessions after purchasing a Supremo Business or Professional plan?

  Yes. It is possible to purchase Extra Connections from the Reserved Area at any time. Important: Extra Connections expire with

  FAQ, Presales

• 9. What operating systems can I use Supremo with? Are there Apps for mobile devices as well?

  Supremo is available for Windows, macOS, Linux (running with Wine), iOS and Android. You can download all the clients from

• 2. Can I use the copy & paste function between two PCs connected to Supremo?

  Yes. It is possible to use the copy & paste function to transfer files/folders between two machines connected to Supremo.

• 10. Can Supremo interact with UAC (User Account Control) screens?

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

• 8. Can I customize SupRemo with the brand or logo of my firm or company?

  Yes. The function is free of charge for all SupRemo subscribers. This page thoroughly and clearly illustrates the procedure. It is

• 2. Is Supremo compatible with a Windows Server/Terminal Server?

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

• 5. Is it possible to disable random password generation?

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

  FAQ, Features

• 6. Does Supremo support remote printing?

  Yes. For more information, click here.

• 7. Does Supremo support audio during a remote connection?

  No, it will be introduced shortly.

  FAQ, Features

• 4. Can I use Supremo with Windows Remote Desktop?

  Yes, it is possible to use Supremo with the Windows Remote Desktop and interact with the Supremo interface via Remote

• 3. Can I start multiple sessions with Supremo on Windows Server systems?

  Supremo can be used in multisession mode on Windows Server systems that allow you to manage two or more concurrent control sessions via

• 1. How do Supremo’s plans work?

  A subscription to a Supremo plan is required for professional purposes and/or for a continuous use. There are three plans

• 7. How many people can connect to a remote PC at the same time?

  Multiple users can connect to a remote machine at the same time, and everyone can take control of it. However,

  FAQ, Presales

• 2. What does simultaneous connection mean?

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

• 6. Why doesn’t Supremo start?

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

• How to change and customise security settings

  Find out how to enable two-factor authentication (2FA), change password lengths, manage permitted IDs and enable connection authorisation request. Ensure complete protection for your support efforts.

  Tutorial

• Share your licence with other users

  With Supremo Professional you can remotely and encrypted assign your license activation code to remote devices. This allows you to

  Tutorial Supremo Console

• Invoice remote support

  Accounting Management is a valuable tool that simplifies, optimises and speeds up the accounting of your customer support activities.

  Tutorial Supremo Console

• Measure and optimise your support

  With Support Services Dashboard you can check in real time the overview of the status of assistances requested by your

  Tutorial Supremo Console

• Manage your console users

  User Management allows you to create and control the users and operators who are part of your team. Users are

• How to start a connection with Supremo using a link or URL

  Users can automatically open Supremo (version 4.8.5 or higher) and start a connection to a device via a link or URL on Windows and macOS

  Tutorial

• How to use Supremo on Linux?

  You can start a Supremo client on Ubuntu 21.10; to do so, you need to open a terminal with administrative privileges by running the following commands:

  General, Tech support

• How to change Supremo options using a command line

  The command line is a useful tool for automating the setting of certain Supremo parameters You can follow these simple steps to change the Supremo options.

  Tutorial

• How to use some features of Supremo via shortcut keys

  Supremo offers a wide range of features that allows you to connect and provide assistance quickly and easily to and from a variety of devices

  Tutorial

• Create your Support Team

  With the Professional license you can create your own Support Team, configure operators and enable them to handle your customers’

  Tutorial Supremo Console

• Check who uses your license

  The monitoring Current connections allows you to check who is using your licence, in real time. Enter your activation code

  Tutorial Supremo Console

• Migrate your Customs from our sites to the Supremo Console

  In the Supremo Console you can set up customised Supremo profiles, but if you had already created custom versions in

• Manage and monitor your devices remotely

  With RMM you can remotely view, at any time and in real time, all the information relating to your devices.

  Tutorial Supremo Console

• Access the control panel of your devices

  In the Dashboard you have a convenient control panel that you can use to quickly and easily check the general

• Check the health of your devices

  In RMM – Monitoring, you can view the error and warning notifications of all the devices you are monitoring, both those

  Tutorial Supremo Console

• Configure the monitoring policy for each device

  For each device you activate on the Devices Activation page, you can enable the Monitoring function, which allows you to

  Tutorial Supremo Console

• Check the detailed information of your devices

  At the Device Management link you can remotely view all the details of your devices, such as operating system, networks,

  Tutorial Supremo Console

• Customise Supremo with advanced features (Custom Pro)

  With the Supremo Professional plan, you can use all the advanced features of Supremo customisation (Custom Pro) by logging with

  Tutorial Supremo Console

• Check the incoming and outgoing connections of whoever you want

  Who performed a specific support session within your company? How long do you take to complete every singular assistance? How

  Tutorial Supremo Console

• Manage your customers’ support requests

  With the Support Queue you can receive support requests from your customers directly through Supremo. You can assign the requests

  Tutorial Supremo Console

• Generate the MST file to distribute Supremo with the MSI

  You can generate the MSI file to distribute Supremo with the MSI package automatically and in bulk. Follow these steps

  Tutorial Supremo Console

• Activate Professional and associate your devices

  Follow these steps to activate all the features of the Professional licence: Activate your Supremo Professional licence in your Reserved

• Configure Supremo and install it remotely

  At the link Remote Support – Automatic Installation, you can generate the command line for the automatic installation of Supremo,

  Tutorial Supremo Console

• Manage your Supremo contacts and your Uranium Backup clients

  In the Address Book section, you can add the contacts to your Supremo Address Book and manage all the Uranium

  Tutorial Supremo Console

• Check all the support requests managed by your Team

  In Support Services – History, you can access the history of all the support requests received by your Support Team. Here

  Tutorial Supremo Console

• How to use Supremo features during a remote connection

  You can find all the useful features during a remote connection in the Supremo toolbar that you can access while you are connected to a distant PC.

  Tutorial

• How to print remotely with Supremo

  Using Supremo you can print documents from remote computers directly to a local printer

  Tutorial

• How To Enable the Supremo Automatic Updates

  Enabling the automatic updates for your Supremo clients on Windows or macOS allows you to always use the latest version with all its features and improvements.

  Tutorial

• File transfer

  During a remote control session, Supremo allows you to transfer files from the controller PC to the controlled PC and vice versa

  Tutorial

• How many people can connect to a remote PC at the same time?

  How many people can connect to a remote PC at the same time? Multiple users can connect to a remote

  Tech support, Presales

• Why am I getting the message “The remote PC you are connecting to is not available”?

  Why am I getting the message “The remote PC you are connecting to is not available”? The message “The remote

• What does simultaneous connection mean?

  What does simultaneous connection mean? A remote connection indicates the connection between two PCs/servers that are located in different places.

• Can I use the copy & paste function between two PCs connected to Supremo?

  Can I use the copy & paste function between two PCs connected to Supremo? You can copy and paste portions

• How to use Supremo on Linux?

  How to use Supremo on Linux? You can start a Supremo client on Ubuntu 21.10; to do so, you need

  General, Tech support

• How to use Supremo for Mac running on macOS 10.14 and superior

  The first time you start on macOS 10.14 and above, you must authorize Supremo to obtain complete control of the computer during a remote session, after saving/moving the

  Tutorial

• How Reports work

  Reports allow you to collect, view, filter and export information relating to remote control sessions performed using Supremo

  Tutorial

• How to resize the screen during remote control sessions

  Supremo allows you to keep the connection windows consistent between screens of different sizes, resizing the screen in a few clicks during a remote connection

  Tutorial

• How to activate license on Supremo

  The acquisition of a Supremo license allows you to use the product for professional purposes for the number of months purchased and the number of PCs indicated at

  Tutorial

• Supremo and Windows (Terminal Server/RDS/RDP)

  If you use machines with Windows Server, you can make Supremo interact with the Windows Remote Desktop and start two or more remote control sessions

  Tutorial

• Why do I get “Remote control not allowed”?

  Why do I get “Remote control not allowed”? The Remote control not allowed message indicates that the access to the

  Connection, Tech support

• Why am I not able to interact with Kaspersky?

  Why am I not able to interact with Kaspersky? Kaspersky prevents remote access software from interacting with its user interface.

  Control, Tech support

• Why am I getting the notification “Screen cannot be captured at the moment?”

  Why am I getting the notification “Screen cannot be captured at the moment?” Closing or minimizing the Windows Remote Desktop

• Why am I not able to interact with UAC dialogs?

  Why am I not able to interact with UAC dialogs? UAC is a powerful security feature of Windows but it

• How do I send a CTRL + ALT + DEL command?

  How do I send a CTRL + ALT + DEL command? To send a CTRL + ALT + DEL command,

  Control, Tech support

• How do I configure the proxy settings?

  How do I configure the proxy settings? You can configure the proxy settings from the Tools menu -> Options ->

  Connection, Tech support

• Why do I get “Unable to connect to the Gateway”?

  Why do I get “Unable to connect to the Gateway”? The Unable to connect to the Gateway message indicates that

• Why do I get “Login forbidden” when I try to access the online address book?

  Why do I get “Login forbidden” when I try to access the online address book? Maybe you’re trying to access

• Why did Supremo loose the static password?

  Why did Supremo loose the static password? There was probably a corruption of the settings.dat file, located inside the path

  General, Tech support

• Why am I experiencing problem with the activation?

  Why am I experiencing problem with the activation? Supremo needs to access the domain license.nanosystems.it in order to validate the

• Why doesn’t Supremo start?

  Why doesn’t Supremo start? If you double-click on the Supremo.exe executable and nothing happens, follow this procedure: create a shortcut

  General, Tech support

• Does Supremo support remote print?

  Does Supremo support remote print? Yes. For more information, click here.

• Does Supremo support Wake-on-LAN (WOL)?

  Does Supremo support Wake-on-LAN (WOL)? No. It will be introduced later in the future.

  Tech support, Presales

• Does Supremo work with Terminal Server?

  Does Supremo work with Terminal Server? Starting from version 3.4.0, SupRemo offers Terminal Server support. Discover more here

• Is there a Supremo client for macOS? And the mobile apps?

  Is there a Supremo client for macOS? And the mobile apps? Supremo is available for Windows, macOS, Linux (running with

• Why does Supremo detect a professional and/or continuous use?

  Why does Supremo detect a professional and/or continuous use?  After the first 21 days of free trial, which doesn’t require

• How do Supremo’s plans work?

  How do Supremo plans work? A subscription to a Supremo plan is required for professional purposes and/or for a continuous

• How to start a remote control session

  To connect from your PC to a remote PC, you need to start Supremo in both machines and have the ID and password of the remote PC automatically

  Tutorial

• Automatic safe access for unattended control

  To access a remote PC at any time and without human intervention, you need to install automatic safe access for unattended control.

  Tutorial

• How to run Supremo as Administrator with a remote normal user

  Supremo can interact with UAC screens and start as an Administrator. This is a very useful feature if you are providing remote support and must perform operations that

  Tutorial

• How to make full use of the potential of the Supremo Address Book

  You can save all your Supremo contacts in your personal online address book, integrated and synchronised with the Supremo Console, our IT Management console for Supremo and Uranium

  Tutorial