Foto Master

How to Use ScreenSteer Remote Support in FMX for Windows

Updated Today · 4 min read

ScreenSteer lets an authorized Foto Master support agent assist with the FMX booth interface while the operator remains present. Remote support is attended: FMX does not begin sharing the application until the booth operator approves the verified agent name.

The operator can cancel a request or stop the support session at any time.

Before You Start

  • Use a 64-bit FMX for Windows installation. ScreenSteer is unavailable when FMX is running as a 32-bit process.
  • Connect the booth PC to a stable internet connection.
  • Contact Foto Master Support so an authorized agent is ready to join.
  • Remain at the booth to review and approve the connection.

Start Remote Support

  1. Open Global Settings.
  2. Select About.
  3. Find the Remote Support section.
  4. Click Start Remote Support.
  5. Wait while FMX creates the secure request.
  6. When the status shows Waiting for a support agent, provide the displayed session code to the Foto Master support agent through the support conversation.
  7. Read the agent approval prompt carefully.
  8. Confirm that the displayed agent name matches the person assisting you, then approve the request.

Starting the request creates the support session, but FMX does not share screen pixels until the named-agent approval is accepted.

View-Only and Control States

After approval, the status can show:

  • The approved agent is securely connected in view-only mode.
  • The approved agent is securely connected and assisting with control.
  • FMX is restoring the secure connection after a temporary network interruption.

Ordinary visible FMX controls can be used during an approved control session. The agent sees the FMX main application window, not the entire Windows desktop.

Privacy and Safety Protections

ScreenSteer is designed to fail closed around sensitive operations.

  • Credentials, access codes, license identifiers, payment/account identifiers, and QR images are redacted before they are shared.
  • Password fields remain protected.
  • Destructive, financial, credential-unlock, and native Windows dialog actions remain local-only.
  • The operator must handle protected printer dialogs, file pickers, payment changes, and other guarded actions at the booth.
  • A second agent identity cannot silently take over an approval granted to another name.
  • The local ScreenSteer control bar is not included in the shared FMX image.

Never approve an unexpected name. Cancel the request and contact Foto Master Support if the identity does not match.

Stop or Cancel Remote Support

While a request is starting or waiting for an agent, click Cancel Request.

During an active support session, click Stop Remote Support in the About screen or use the local ScreenSteer stop controls. Stopping locally revokes control immediately and then closes the network session.

The status returns to Remote support session ended or Remote support is not active.

Reconnecting After Network Loss

If the internet connection briefly drops, FMX may show Restoring the secure connection. The operator can still stop support during this state.

If reconnection does not complete:

  1. Stop Remote Support.
  2. Confirm internet access.
  3. Return to Global Settings > About.
  4. Click Try Again or Start Remote Support.
  5. Approve the agent again when prompted.

Troubleshooting

Start Remote Support is unavailable

  • Confirm that FMX is the 64-bit build.
  • Update to the latest FMX for Windows release.
  • Restart FMX after installation or update.
  • Check whether security software blocks the support connection.

The request remains on “Waiting for a support agent”

  • Confirm that the support agent has the correct session code.
  • Keep FMX open on the booth PC.
  • Check internet stability and try again with a wired connection where possible.

No approval prompt appears

The agent may not have joined yet. Confirm the session code with support. If the status is stale, cancel the request and start a new one.

The agent cannot click a control

The control may be intentionally protected. Perform destructive, financial, credential, file-dialog, or other guarded actions locally while the agent guides you.

The agent cannot see a value or QR code

Sensitive values and QR images are intentionally redacted. Read or handle the protected information locally; do not disable the protection.

Remote support stops when another agent joins

FMX protects the approved identity. Start a new session and approve the new verified agent name only if the change was expected.

For version, license, account, and contact details, see About Tab. For diagnostic logs requested by support, see How to Enable Logs and Report Issues.

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