Remote Incident Manager (RIM)

Things to Know before you Begin

A few things will happen immediately after the connection is established.

• The remote control window for the session will appear.
• You will be informed about the status of the running screen reader, or lack thereof, on the client’s machine.
• If the client is running a screen reader, a toast notification informing the user that the remote session has begun will provide instant confirmation that the user’s system audio is working.
• A Mac target will pop up the keyboard setup assistant if this is the first time a controller has connected to it.
  • This is for the Karabiner virtual keyboard, which listens to keyboard commands sent to it by a controller.
  • As such, you will want to walk the target computer through the setup assistant, because it will be listening for remote keyboard presses in the identification process, not the Mac’s own keyboard.
• Last but not least, all keyboard and mouse input will immediately be directed to the target computer. To direct control back to your machine, do either of the following:
  • Tap the “Session menu” button.
  • Switch away from the app

Remote Control Zone

At this point, you’re all set to perform whatever tasks need doing on the client side. Should you need to switch back to controlling your own machine, either bring up the session menu, or switch away from the app. You will be taken back to your machine until you switch back into the app or leave the session menu. When you go back into the session window, keyboard input will once again be directed to the client computer.

Once you’re done, either the controller or the target can go into the session menu and choose the “Disconnect Session” option. When the session ends, the target machine will get a toast notification informing them of this.

Input Methods

Remote Incident Manager allows you to control a remote computer by way of a physical keyboard or an onscreen keyboard.

Keyboard Control

A physical keyboard is the most effective way to control a remote computer from your mobile device.

Remote Incident Manager does not require that any specific changes be made with in iOS in order to control a remote computer via the keyboard. It will be possible to perform a lot of computer functions without difficulty. However, please keep the following things in mind:

• Notes for VoiceOver users:
  • At a minimum, it is crucial to disable all forms of Quick Nav. With Quick Nav on, arrow keys will not reach the target machine.
  • Ensure that your VoiceOver modifier key is not set to caps lock. Screen reader commands will not be sent to the target computer if there is a modifier conflict.
  • If you need to use a key command that will unavoidably conflict with VoiceOver, we recommend temporarily disabling VoiceOver in order to execute that command.
• Depending on the make and model of your keyboard, certain keys may perform iOS-specific functions that may prevent their use within Remote Incident Manager. Consult the manual that came with your keyboard for further information concerning this should you encounter issues.

If VoiceOver is on and a keyboard is connected, a warning screen will appear advising you of the usage limitations. You may disable this screen from appearing in the future should you not wish to be advised of this.

A Note Regarding macOS Targets

We have found that using Command+Tab while inside the app does not work on some versions of iOS. This causes an inability to send Command+Tab to a macOS target with a physical keyboard.

You have two options to work around this issue should you encounter it:

• Press VO+F2 to activate the VoiceOver Window Chooser on the macOS target.
• Activate the “Switch App” shortcut from the Touch Keyboard.

Please report any keyboard issues you encounter so that they can be investigated. Additionally, if you are able to get Command+Tab to work, please inform us so that we can investigate a complete solution.

Onscreen Control

In the absence of a keyboard, Remote Incident Manager has accessible methods for performing basic functions entirely via the screen.

Touch Keyboard

The touch keyboard can be enabled or disabled through the session menu. The touch keyboard presents a wide variety of modifier keys, function keys, and general operating system functions. Modifier keys are sticky, meaning that activating one will toggle its state rather than sending a single key press.
The various operating system shortcuts will depend on the operating system of the target computer to which you are connected. For example, an Alt+F4 shortcut will present itself during a session with a Windows target, whereas a session with a macOS target will present a Command+Q shortcut.

VoiceOver Gestures

Remote Incident Manager can control the target computer via VoiceOver gestures. These gestures can be customized to suit your needs.
The default gestures are as follows:

Sending Text to the Target

If you need to type a large string of text to the target computer, activate the “Send Text to Target” option off the session menu. This will present a text field wherein you can type your text, then dismiss the field to send it to the target computer.

Mouse Control

While VoiceOver is off, the middle portion of the remote session screen will act as a mouse or trackpad.

The RIM Menu

As mentioned earlier, accessing the RIM menu directs you back to your mobile device. There are a number of options in this menu. They include:

• Show Touch Keyboard: This toggle controls whether the touch keyboard and gesture-based control are enabled.
• Send Text to Target: This option allows you to type a string of text to the target using your preferred screen-based input method.
• Gesture Actions: This option opens the gesture customization screen.
• Open Chat: Opens the text chat for a given session
  • Note that this option additionally appears in the target-side session menu.
• Transfer File from Target: Allows you to receive a file from the target computer.
  • Note that this option will only appear if a file is on the target machine’s clipboard.
• Transfer Files to Target: Allows you to send a file from your device to the target computer.
• Send Clipboard to Target: Sends the text on your device’s clipboard to the target computer’s clipboard.
• Receive Clipboard from Target: Sends the text on the target machine’s clipboard to your device’s clipboard.
• Start/stop Voice Conversation: Allows you to toggle the voice conversation during the session.
  • During an unattended session, this option will present a permissions dialogue to the target computer that the user must be present to respond to. However, prompted sessions still initiate voice conversations upon activation by the controller.
• Start Remote Accessibility: This option appears when no screen reader is running on the remote computer. This will enable speech on your end, but the end user will not need to worry about hearing speech.
  • If a screen reader (including Remote Accessibility) is running, this option turns into a force quit for the running screen reader. This is useful when a target’s screen reader stops responding to the extent you are unable to restart it normally.
• Mute Target Audio Output: Allows you to silence the system audio output of the remote computer.
  • Note that a running voice conversation will remain active while this setting is in effect, allowing you to talk with the person you are connected to while their system audio is inaudible to you.
• Reboot and Reconnect: Allows you to reboot the computer and automatically reconnect the session.
  • Note that a Mac target cannot start RIM pre-login due to platform limitations, notably FileVault.
  • As such, RIM will reconnect once the user logs in.
• Send Control+Alt+Delete: Sends this keystroke to the remote machine.
  • An equivalent for this option is not yet implemented for Mac targets.
• Request Unattended or Prompted Access: Allows you to send a request for unattended access to the client computer. This is useful if you are a sysadmin and need to perform routine maintenance, or even for something as simple as controlling your home machine while on the go.
• Lock the Target Machine: Locks the target machine.
• Connection Details: Provides a detailed lowdown on your connection, as well as the target machine. Information includes:
  • Connection statistics
  • Information about the computer, including operating system version, available RAM, etc.
  • Running processes
  • Installed packages
• Disconnect Session: Terminates the session.
  • Remember that this option is available to both sides of the session.

Session Chat

Text communication via RIM’s built-in session chat capability can be a useful option in situations where a voice conversation isn’t possible or practical. It can even be used to supplement an existing voice conversation, i.e., to send links, instructions, or the like.

Starting a Chat

A session chat can be initiated in one of the following ways:

• Controller-side
  • A controller can select the “Open Chat” option off the session menu.
  • When the chat window appears on the controlling device, focus lands in the edit box wherein a message can be typed and sent using the enter key.
  • A message sent to the target user will trigger a chat window on their machine. At this point, back-and-forth chat is now possible.
  • Note that it is not possible to control the target computer while the user’s chat window is in focus. Control of the target will resume if any of the following conditions are met:
    • The target user shifts focus away from the chat window, in which case control may resume until they shift focus back to the chat window.
    • The target user closes the chat window by pressing Escape.
    • If the chat window on the controlling computer is closed and 30 seconds have passed, the target user’s chat window will automatically disengage, at which point control resumes.
• Target-side:
  • The target user can select the “Open Chat” option off the session menu. Doing so will immediately trigger a chat window on the controlling computer.
  • At this point, back-and-forth chat is now possible.
  • If the target user closes the chat window on their side, the chat window will remain open on the controlling computer. A subsequent message from the controller will revive the chat window on the target computer.

Working within a Chat

While the chat window is in focus, messages will be presented in both speech and Braille as they arrive. A machine that does not have the chat window in focus will be alerted of chat messages through standard toast notifications.
While outside the message box, the chat can be navigated like a standard webpage. Messages sent by the party opposite from the one viewing the message can be copied to the clipboard via the “Copy” button adjacent to the message in question.

Customizing Gestures

The “Gesture Actions” option, accessible via the session menu, allows you to customize the keyboard commands triggered by each gesture.

File Transfers

RIM provides a simple avenue for transferring files, irrespective of the platform used.

Sending Files to a Target

1. Bring up the session menu, then activate “Transfer Files to Target”.
2. Select the file(s) and/or folder(s) you want to transfer using your file manager.
3. The file transfer will begin once you have completed your file selection by pressing the “Open” button. Note that the transfer time will depend entirely on the size of the content being sent as well as your network speed.

Receiving Files from a Target

When a file is copied to the clipboard on the target computer, your mobile device will issue a notification that a file is ready to be transferred. Activate the “Transfer File from Target” option off the session menu in order to receive the file. The file will be stored in your device’s Downloads folder by default.

Remote Accessibility Module

Whether you’re assisting a user who doesn’t use a screen reader, or you’re diagnosing an issue with a malfunctioning screen reader, RIM is fully prepared to come to your aid. The Remote Accessibility Module will allow you to independently use a computer that is not currently running a screen reader. You will hear the target computer as if a screen reader were present, while avoiding the need to run an actual screen reader on the target computer.
If your device is running VoiceOver while initiating a session with a remote computer that is not presently running a screen reader, the Remote Accessibility Module will automatically engage when the connection is established. Alternatively, you may enable the Remote Accessibility Module manually by activating the “Start Remote Accessibility” option off the session menu.

Rebooting and Reconnecting

Whether you’re installing system updates or working your way out of a system hang, RIM has got you covered during the reboot process. Selecting the “Reboot and Reconnect” option off the RIM menu will allow you to either perform a graceful reboot or an emergency reboot, depending on what state the computer is in. While the computer is rebooting, RIM will inform you that reconnection attempts are being made.
Note that if the computer is rebooted by a software installation or manually rebooted in the usual way, you will be asked if you wish to reconnect the session. Of further note is that in either case, Mac targets will only reconnect once the user logs in. This is because RIM cannot start automatically on the login screen due to platform limitations, most notably FileVault disk encryption.

Unattended or Prompted Access

RIM allows you, as the controller, to configure machines for unattended or prompted access. This allows you to provide remote assistance without the user having to launch RIM, enter a keyword, or even be near the computer. This is useful if you are a sysadmin performing routine maintenance on computers in your workgroup, or for clients you provide support to on the regular. You may also want to allow unattended access for your home computer should you need to access it from someplace else.
There are a few ways to configure machines for unattended access.

During an Interactive Session

1. Bring up the session menu.
2. Select “Request Unattended or Prompted Access.”
3. You will be asked what kind of connection you want to configure. Your options are:
   1. Unattended: Allows sessions to be initiated without any intervention whatsoever from the end user.
   2. Prompted: This configuration presents the user with a prompt informing them that you are connecting to their machine. They will need to press Windows+Shift+Y on Windows, or Option+Shift+Y on macOS, should they wish to accept the connection.
4. You will be asked to give this machine a name. Enter a personal name for the machine, or if applicable, the machine ID as it appears in your workgroup.
5. Press enter.
6. On the client machine, a dialogue pops up asking the user if they agree to their computer being set up for the access you requested. If they answer yes, then you will get a prompt informing you that the access has been approved.

Note for Personal Unattended Account Holders

If you have used all the machine slots allocated to your account, RIM will not perform the request. In this situation, you have two options, both possible via the RIM Dashboard:

1. Deregister one of your machines, freeing up a slot.
2. Upgrade your subscription with more slots.

Registering a Machine to your RIM account

Should you wish to register one of your own machines for unattended access, you can do so without having to start an interactive session with the machine.

1. Start RIM in Receive Help Mode.
2. Click on the “Add this machine to your RIM account” button.
3. Enter your email, then click next.
4. Wait for the two-factor login code to arrive, enter it, then you should be logged in.
5. You will be asked what type of access you would like configured for this machine. Your options are:
   1. Unattended: Allows sessions to be initiated without any intervention whatsoever from the end user. This option is useful for configuring access to your home computer while on the go.
   2. Prompted: This configuration presents the user with a prompt informing them that you are connecting to their machine.
6. Give the machine a name, then activate the “Add Machine” button.
7. The machine will be registered to your account, which will allow any controller machines logged into your RIM account to connect to this machine.

Note for Personal Unattended Account Holders

If you have used all the machine slots allocated to your account, RIM will not perform the request. In this situation, you have two options, both possible via the RIM Dashboard:

1. Deregister one of your machines, freeing up a slot.
2. Upgrade your subscription with more slots.

Connecting to a Preconfigured Target

Now that we’ve registered the machine for unattended access, here is how we will start a session.

1. Start Remote Incident Manager.
2. Rather than entering a keyword, locate and activate the “My machines” tab.
3. When you activate this tab, a list of machines will appear. Simply choose the one you want, then activate it. You may also use the search bar to narrow the list down to a specific machine.

If the target machine is configured for prompted access, the end user will get a prompt. Once they answer yes, you’ll be connected. If the session is unattended, you will immediately be connected and dropped into the remote control zone.

Please note: Voice conversations require the target user to approve them during fully unattended sessions. This additional approval step is not required for prompted sessions.

Revoking Unattended Access

If you no longer want your machine to be controlled unattended, you can revoke the controller’s access. You do not need to be in a session in order to do this.

Windows Method

1. Access the Remote Incident Manager icon in your system tray.
   1. If using the keyboard, press Windows+B, then space, then left or right arrow until you find the icon.
2. Right click this icon, or press the applications or shift+f10 key.
3. Select the “Revoke Unattended Access” option.
4. You will arrive at a list of computers, select the one you want to revoke.
5. You will be asked if you wish to revoke the machine; answer yes.

That’s it! The controller will receive a message stating that this machine is no longer available for unattended access. Should they need unattended access again, they can reinitiate the procedure to request permission for unattended access as described above.

macOS Method

1. Access the Remote Incident Manager icon in your menu extras/status menus.
   1. If using VoiceOver, press VO+M twice, then locate the Remote Incident Manager menu icon.
   2. Click this icon, or press VO+Space.
2. Select the “Revoke Unattended Access” option.
3. You will arrive at a list of computers, select the one you want to revoke.
4. You will be asked if you wish to revoke the machine; answer yes.

That’s it! The controller will receive a message stating that this machine is no longer available for unattended access. Should they need unattended access again, they can reinitiate the procedure to request permission for unattended access as described above.

AI Tools

The AI Tools menu is a convenient aggregator of accessibility-focused chatbots. All of these bots allow you to quickly gain answers on various subject matters related to assistive technology, operating systems, etc. Any users with a pro pass, personal community subscription, personal weekend support subscription, or pro/enterprise subscription will have access to this capability.
Note that many of these bots - including our own - are in beta, and as such should be used with caution in the same way you shouldn’t consider GPS directions as undisputed fact. More on this later.

The currently available bots are as follows:

• RIMBot (beta)
• Ask Microsoft Accessibility
• FSCompanion (Beta)

These bots are currently available in English exclusively.
Each bot will open in a contained window. While each bot has its own interface conventions, pressing Escape will always bring you back to your remote session.

Disclaimers

The AI Tools feature within Remote Incident Manager (RIM) provides an accessible interface for utilizing the Pneuma Solutions RIMBot and other third-party services. Pneuma Solutions expressly disclaims all warranties, whether express or implied, regarding the reliability, availability, or long-term support of these third-party tools. Tools designated as beta, including those developed by Pneuma Solutions, will be clearly labeled as such within the AI Tools interface of the RIM application or its associated dashboard.

The RIMBot support chatbot is partially trained using publicly available data covering various technologies. This training is conducted to enhance the bot’s ability to deliver accurate and useful responses while adhering to copyright and privacy standards. Pneuma Solutions endeavors to ensure the bot’s responses maintain a reasonable degree of accuracy. However, due to the inherent limitations of large language models, Pneuma Solutions cannot guarantee that all responses will be entirely accurate.

Although extensive testing has been conducted to ensure the bot’s safety and reliability, inaccuracies may occur. In the event of a verifiably incorrect response, users are encouraged to report the issue by providing a detailed copy of the relevant chat log via the RIM application or our contact page.

This disclaimer shall govern the use of AI Tools and RIMBot and is subject to the terms and conditions of use provided by Pneuma Solutions.