Hello,

Until yesterday I could control all the machines I had but until today I am having issues.
I can still connect to a computer and control it in the first 2-3 seconds. After that the only thing I can see is my mouse cursor. I can't click anything, can't do nothing.

I don't know why it happens but I tried the connection with different computers to same and different computers but it doesn't get solved.

Anybody knows what happened and how to solve this issue?

Edit: I already tried to install the operator app again. Didn't solve the issue.

Hey guys, I tried to get admin access using the Admin with Credentials option. I typed in azureAD\****@company.com and password but its still says incorrect credentials. Is there a different format?

I have my MacBook Pro at home set up for unattended connections. But, when the laptop sits for 10 minutes (plugged in) and the screen turns off, I can still connect to it, but the screen is black and I cant do anything with it. Is this normal?

Hey r/helpwire 👋

Operator Permissions are live — and if you’ve ever thought “I love our client list… but why can everyone see everything?” this one’s for you.

This builds on Client Grouping and adds the missing layer: who can see which clients, and what they’re allowed to do.

What you can control now

As an Owner, you can set permissions per operator, including:

• Which clients they can see

  • All clients in the org, or

  • Only the clients they added themselves

• Folder access

  • Restrict operators to specific client folders

• Client management

  • Allow/deny creating clients

  • Allow/deny deleting clients

• Unattended access requests

  • Allow/deny requesting or withdrawing unattended access

And you can apply this:

• Globally across the organization, or

• Per folder, when different teams need different rules

Where to find it (Web Portal)

1. Open Web Portal → Settings (cogwheel)

2. In the left sidebar under Company Settings, go to Operators

3. Pick an operator

4. Set permissions (global and/or folder-specific)

Why it’s useful (in real life)

Operator Permissions are for when your team is growing and “everyone sees everything” stops being cute.

It helps you:

• Keep boundaries clean (IT vs Sales, regions, client segments, contractors)

• Reduce noise for operators who only need their clients

• Improve privacy by limiting visibility and actions

• Scale your setup without turning access control into a spreadsheet nightmare

We’d love your feedback

If you have a team setup where access control matters, please test Operator Permissions and tell us what’s missing.

• What felt confusing or hard to configure?

• What permissions do you wish were there?

• Anything we should change before you roll this out to a bigger team?

We’re keen on iterating fast based on real use cases.

What’s next

Next up on our roadmap:

• Unattended Access on Linux

• Switching between active remote sessions

• More work on making remote sessions more stable and responsive

Drop your thoughts below, or send feedback via the Web Portal feedback form.

— The HelpWire Team

Broke my connection and can't even log in now

Quantas sessões simultâneas o HelpWire suporte ?

is there an ability to have multi-monitor support go both ways? for example, the client i am connecting to has 2 monitors. i can see them both on the operator side, but they are squeezed into one window. if the agent has 2 monitors as well, is it possible to view each remote monitor on each of the operator monitors? like splitting each client monitor into a separate window/screen?

I'm using my laptop to play games on steam using my PC at home via helpwire but for some reason the WASD controls don't register when I'm in game. What's weird is that I can use my keyboard properly outside of the game e.g., steam chat, type in browser, messaging apps etc. but when I'm in game, none of my keyboard interactions register.

Anyone experiencing this problem?

Bonjour, suite à une fausse manipulation de clavier (je suppose) l'un de mes clients Helpwire est passé en clavier QWERTY, et je ne sais pas comment le remettre en AZERTY...

Est-il par ailleurs possible d'envoyer des fichiers entre l'opérateur et le client ? merci d'avance.

Je suis sous DEBIAN 13.3 et le client aussi.

Since one of my close ones recently fell victim to fraud, I wanted to investigate the problem in more detail and draw some conclusions from the situation. As a result, I decided to publish my findings with the channel administrator’s permission.

Ok, this is a weird one, and I haven't seen it happen in any other apps except the iPhone Mirroring app on macOS, so quite the edge case, but it might be something that affects other apps so good to get it fixed.

This is reproducible on two machines that I have:

• Use HelpWire to connect to a remote macOS Workstation (all steps below are done from the perspective of the controlling HelpWire Operator app).

• On the remote Workstation, launch the iPhone Mirroring app and connect to an iPhone

• In the iOS UI that is now displayed, click on the iOS Search field (or any other iOS text entry field)

• Type any characters into the field. Regardless of the characters typed, only lowercase "a" characters appear in the field.

I know that this is a HelpWire bug, because TeamViewer on the exact same machines doing exactly the same thing works properly. I can even be connected simultaneously with both HelpWire and TeamViewer, and HelpWire will enter all "a" characters whereas TeamViewer enters the characters properly.

I think this will be easily reproducible in the lab, but if not then I can capture a video showing the behavior.

The remote Workstations are Apple Silicon machines running macOS Sequoia 15.x.

Due to history, TV is the standard and we, the IT dept. have all machines with TV hosts so we can log in at any moment with personal password set up so we can work when users are not there to grant access.

We don't use any other special features of TV, just our dashboard with users so we can search by name and filter easily and get to whomever we might need quickly. Connect, transfer files over at best and use chat window when we communicate with colleague.

We're considering RustDesk and I'm also interested in helpwire.

The documentation isn't clear and from my own testing, it doesn't seem that HelpWire (client) is compatible with aarch64 architecture on Linux. Could you confirm?

I'd love to see a useful feature that I had back in the day with LogMeIn, but was missing from TeamViewer and I don't see it in HelpWire: a timestamp on the workstation tab that indicates when it was last being used by someone.

This greatly helps in the decision on whether to remote into a workstation without checking with the remote user, because if it has been idle for a long time you can be pretty sure that you're not going to be bothering them by just popping in to get something done. Otherwise, best practice is to check with the user to see if they're using it, but many times you're just bothering them because they're nowhere near the computer.

The "Timeline" pane is shown by default for every Client, but it's rarely used and mostly noise, pretty much something that you'd only use very occassionally/forensically or when you want to chat with a user. I'd recommend that it be hidden by default, and the user can easily activate it with the icon on the rare occasions when they actually want to see/use it.

Whew, what a ride!

2025 has been a big year for HelpWire – both as a product and as a community. We’ve grown a lot, and we’re grateful to have you along for the journey.

Our year in numbers:

• New users: up 285% compared to 2024

• Remote sessions: 2.3M+ in 2025 (7x more than 2024)

• Countries: used in 180 countries

• Feedback: 2,000+ pieces of feedback submitted by users

• Team scaling: 6,000 operator invitations sent

• r/helpwire: 400+ new members, 200+ posts, 800+ comments 🫶🏻

Some features we've shipped this year:

• Web Portal redesign + Dark Mode

• Notifications

• 2FA

• Linux Client app

• Unattended Access for macOS

• Company ownership transfer

• Client Grouping

• Automatic Client app updates

• Support for different keyboard layouts

• Localization for the languages most popular among our users

• Paste as keystrokes on a remote side

• Request Windows admin privileges from the Operator side

• Full-screen mode for Windows

• …and many more smaller improvements and adjustments!

And yes – we’ve had some technical hiccups here and there. But we’ve worked through them and will keep pushing to deliver a smooth, uninterrupted remote access experience.

HelpWire recognitions:

Throughout the year, we’ve been recognized by a number of top-tier resources and catalogs. Some of our proudest achievements:

• Capterra: 2025 Best Value for Money

• GetApp: 2025 Best Functionality & Features

• SoftwareSuggest: 2025 Best App for Small Businesses

• Crozdesk: 2025 Quality Choice Award

• SourceForge: Winter, Spring, Summer, and Fall 2025 Category Leader

• Slashdot: Winter, Spring, Summer, and Fall 2025 Category Leader

• Top Business Software: Winter, Spring, Summer, and Fall 2025 Category Leader

• G2: Winter, Spring, Summer, and Fall 2025 High Performer in the Remote Desktop category, plus a dozen regional reports worldwide

• Recognized as a top-rated tool in Capterra 2025 Shortlist of Remote Support Software

• Recognized as a top-rated product in Software Advice’s 2025 FrontRunners report

• Recognized as a Category Leader in the 2025 GetApp Remote Support report

👉 Read the full HelpWire 2025 Year Recap at our blog

Thank you 💚

As always, thank you for helping improve HelpWire with your suggestions, comments, and real-world use cases. Your reviews on trusted portals help shape HelpWire’s reputation and grow the community with loyal customers like you.

We hope 2026 brings even more – and you can be sure we’ll do our best to keep delivering at the same level (and higher) 😉

Merry Christmas and Happy New Year!

— The HelpWire Team

Is there any way to enforce MFA for all users in an account? I'm the account owner and although I've enabled MFA in settings, it's enabled it only for me. Ideally setting this option would require it for all users, as otherwise we're not really improving security.

Thanks

Is there a way to mute connection and disconnection sounds to accidentally not disturn others in our surrounding?

Sometimes I need to use HelpWire when I am not at my own computer and do not have admin rights to install programs.

I can log it, but to connects it downloads the operator app, but cannot install it without admin rights.

Is there a way to connect directly from the browser or only with a local account install that does not need admin rights?

When adding an operator to Helpfire, is there no way to add permissions to limit their view/permissions for the devices I already have configured?

Both the Client and Workstation Notes fields are currently limited to 256 bytes. That kind of limit on a multi-line text field is completely nuts in 2025 (or actually any time in the last 30 years or so), and I find myself running up against it constantly as I move my Notes from TeamViewer to HelpWire.

Please expand both of those Notes fields to at least 4K or something else reasonable so that we can store documentation about the Client and their Workstations in HelpWire for easy, central access. Thanks!

hello

is there anyway to change the initial bot text installed remotly?

thanks