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 (for more information on simultaneous connections, click here) and in some advanced features.

You can subscribe to a plan directly from our e-commerce page . After purchasing, you can activate your licence in your reserved area and obtain the activation code to enter in the Supremo Licence section (click here to check the tutorial about the activation of Supremo).

Use it to activate all your Supremo clients, from which you will provide remote support.
An unlimited number of clients can be activated.
All of our plans include support and updates at no additional cost.

See the Pricing and Plans page for more information about the plans.

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 either by different users (each operating on their own PC) or by a single user who initiates more than one connection with several remote machines from their PC.

In case of smart working, simultaneous connections represent the number of people who have to work from home by connecting to their PC in the office.

When it comes to technical assistance, they represent the total number of remote PCs that the technical team needs to reach at the same time.

To subscribe to a Business or Professional plan, you will need to indicate the number of simultaneous connections to be managed. To check some examples, click here.

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 for free for non-professional and/or non-continuous use.

This means that the sessions started have a limited duration and frequency and/or 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. In practice, free use is not allowed in the case of control of/from PCs belonging to business/professional systems or in the case of frequent and/or long-lasting connections between devices recognised as private.

Time limits are not disclosed as they are variable and automatically calculated by our control algorithms, which also detect if the controller PC and/or the controlled PC belong to a business/professional system.

The detected professional and/or continuous use doesn’t prevent the user from taking advantage of a 21-day trial period, which they have access to from the moment they first use Supremo. This allows them to explore the programme first before deciding whether to purchase a subscription plan.

To use Supremo for for professional purposes and/or without time limits, you will need to subscribe to a plan. 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 Supremo Console IT Security add-on is an advanced cyber protection solution based on dynamic, continuously self-learning artificial intelligence (AI). It functions as a virtual SOC analyst, analysing user, device and network behaviour to identify suspicious activities and cyber threats in real time. It is ideal for companies seeking effective protection without the complexity of traditional EDR systems.

For more information on the IT Security add-on, click here.

The artificial intelligence of the IT Security add-on can detect anomalies in system behaviour, brute force attacks, unauthorised access, use of TOR or VPN, phishing and much more. Thanks to continuous behavioural AI learning, its ability to identify new and unknown threats improves over time.

The IT Security add-on does not replace antivirus software, but complements it by offering behavioural protection. It analyses system, user and network activity to detect threats that antivirus software misses, such as evasive techniques, VPN use, incognito browsing and much more. This complementary approach improves defence against cybercrime.

Yes, installation is simple and does not require complex configurations. The Console is intuitive and provides clear panels with indicators of suspicious activities, making the tool accessible even to users with basic IT skills.

Yes, the IT Security add-on is designed for MSPs, MSSPs, and IT professionals, but thanks to its ease of use also for SMEs and SOHOs, offering advanced anomaly detection technologies at affordable prices and without complex configuration.

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:

the PC is not turned on; the PC is on, but energy saving modes have been activated (standby, sleep,…); the PC is not connected to the internet; Supremo has not been started. To overcome this last issue, it is necessary to select the option Start Supremo with Windows (unattended access) on the remote PC, so that Supremo starts up automatically.

For more information, see this tutorial.

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:

lack of Internet connection: check the status of the connection; a proxy server or a parental filter blocking the traffic: configure the proxy access credentials from Supremo (Tools -> Options) and/or configure the proxy server / parental filter adding the IP addresses of the gateways in the exclusion list; a firewall configured with high restrictions. For more information click here. activities of the antivirus: add Supremo in the exclusion list of the web protection.

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:

create a shortcut to the Supremo.exe file; open the shortcut Properties; add the parameter “/SYSRUN” after the path in the Target field; apply the changes; run Supremo from the shortcut, now it will work; go to the Tools tab –> Advanced and uncheck the execution under the SYSTEM user; apply the changes and close Supremo, now you can run it from the executable. From now on, you will be able to launch Supremo directly from the Supremo.exe executable file.

Supremo needs to access the domain license.nanosystems.it in order to validate the activation.

If it can’t access the domain, you won’t be able to activate the client or your activation will be disabled.

A proxy server, a firewall or the web protection of an antivirus may prevent Supremo from reaching the license.nanosystems.it domain.

For more information on which ports Supremo uses and on firewalls, click here.

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.

IT Security can be purchased as an add-on to a Professional plan and can be activated on the number of devices included in your subscription. You can activate IT Security by accessing the Supremo Console in the Licences Management section. The next step will be to enable the protection features for the desired devices in the Devices Activation section.

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.

Closing or minimizing the Windows Remote Desktop (RDP) session from which Supremo was launched, causes an interruption of the video stream that causes Supremo to no longer display the remote PC screen correctly and to display the notification indicated.

Just zoom in again on the Windows Remote Desktop session to see the remote screen reappear in Supremo.

Alternatively, you can access the remote machine via RDP, terminate the Supremo.exe and Supremoservice.exe processes, restart Supremo and select the option Start Supremo at system boot (unattended access). For more information please take a look at this tutorial.

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 the UAC dialogs. Otherwise, you will be blocked at the first UAC request, unable to do anything.

There are two reasons why Supremo isn’t running under the SYSTEM user:

the execution under the SYSTEM user has been disabled: you can re-enable it from the Tools tab ->  Advanced; (*) Supremo has been launched by a normal user: before performing any action that could trigger an UAC dialog, follow the steps showed in this tutorial and remotely re-launch Supremo with the credentials of an administrator. (*) the option must be previously enabled by an Administrator user or it will be necessary to previously select the option Start Supremo at system boot (unattended access)

At the end of the procedure, Supremo must be closed and restarted.

AVAILABLE FOR VERSIONS PRIOR TO 4.10

You can start a Supremo client running on Ubuntu and using Wine. Discover here the details for the installation process on your version.

After downloading old version of Supremo executable, right-click on “Open with Wine”.

NOTE: Supremo works in control mode with all versions of Ubuntu. For version 20.04 LTS it will also be possible to share the screen.

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 it has nothing to do with the online address book.

You need to register a free Supremo Console account in order to use the online address book.

Check our tutorial to discover everything you need to know about the online address book.

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.

Reports allow you to view data on connections initiated to remote PCs and contacts 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 licence, allow you to check information about remote connections made to remote PCs and contacts in your Address Book. You can also view connections made by your colleagues 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.

In Suspicious Activities, you can view notifications generated by behavioural monitoring of users, devices, and networks, based on IT Security artificial intelligence. Thanks to a constantly evolving neural network, this technology autonomously learns the habits of the system and dynamically adapts to the corporate environment, detecting only truly suspicious activities and ensuring accurate, personalised, and reliable threat analysis.

They are classified by impact (medium, high, critical) and include unusual access, firewall changes, and use of risky software or websites. The classification helps prioritise security interventions.

For more information on Suspicious Activities, click here.

The Activity Log only shows security-relevant events, filtered by IT Security’s artificial intelligence, excluding unnecessary system logs. This helps IT teams focus on concrete threat signals, making analysis faster and more effective.

The logs that can be consulted are those relating to access and authentication, network activity, PC events, activities that may compromise the security of the machine, unusual user activity, and actions that may damage or put the PC at risk.

For more information on the Activity Log, click here.

Malicious IPs are identified thanks to a constantly updated, real-time intelligence feed. The system monitors outgoing connections from protected devices and flags those directed to addresses known for malicious or compromised behaviour, including cases of port forwarding.

For more information on Malicious IPs, click here.

The Sensitive Connections section highlights access to sites considered risky or non-compliant, such as adult sites, streaming sites, gaming sites, cloud storage sites, and social networks. Supremo IT Security can also detect access made in incognito mode or through hidden redirects, offering advanced control over corporate browsing.

For more information on Sensitive Connections, click here.

The Connection Overview section displays all connections made by the machine on non-standard ports, such as RDP, SMB, or SSH. This data helps identify suspicious or unauthorised activity that could indicate remote access attempts or data exfiltration.

For more information on Connection Overview, click here.

Yes, Supremo IT Security can identify the use of incognito mode browsers, VPNs and even the TOR network. This feature allows to check access to risky content or activities that could potentially harm the corporate network.

Anomalies are reported in the Dashboard in real time, with precise impact levels and details. Periodic summary reports can be configured to enable timely intervention by administrators.