In-Call Features and Abilities
      Back to home
      1. Help Center | Knowledge Base
      2. Enterprise Solution
      3. In-Call Features and Abilities

      How to Set-up and Share the Coviu Desktop Application

      This article outlines how to install and use the Coviu Desktop application, which allows giving remote control/mouse control in a screen share to a client

      Last updated:  June 2024

      NOTES:

      • The article is aimed at clinicians that need extra functionality with remote control in their video sessions so that the client and provider can work on one screen while sharing a mouse.

      On This Page:

      1. Why is there a Desktop Application
      2. Installing the Desktop Application
      3. First-time Setup of the Desktop Application
      4. How to Reset the Desktop Application
      5. Steps for using Remote Control
      6. More Support Options

      1. Why is there a Desktop Application?

      Coviu is generally used as a Web application where clients go to a Web address, sign in, and offer their virtual care services from.

      However, there are a number of limitations that a Web application has to deal with and they all relate to the limitations of system access by a Web browser.

      The biggest limitation is that a Web application is unable to offer remote control to another video call participant. Remote control means that a clinician shares their whole desktop or an application window with a remote participant and gives them control over their mouse and keyboard input. The remote participant can then interact with applications on the computer of the clinician.

      Use cases

      The most common use case for remote control is probably in school aged services where a clinician wants a remote child to interact with games or other interactive materials on their computer. This is very common in speech therapy, but also in use for occupational therapy and mental health assessments.

      Another use case could be in audiology where a hearing device is connected to a patient's computer and the remote clinician can get access to the device settings to "tune" it to the patient's needs (also called "remote fitting"). In this use case, the patient will have the desktop application installed on their computer and allow the clinician to remote control their computer.

      2. How to install the Desktop Application

      The Desktop application is available to all Coviu customers.

      There is a version for Windows and one for Macintosh.  The provider must be using a platform or desktop computer to use the desktop application and shared mouse control.

      Here are the links to download the app, based on your computer type.  You only need to download the app one time.

      Mac (Intel + M1):  
      Windows

      3. First-time Setup of the Desktop Application

      After you install the Desktop Application, you will be prompted to configure it:

      • Select Custom Enterprise Platform if you are using the Coviu platform as part of a large organization on an Enterprise plan.  
      • Choose coviu.com if you are located in Australia or New Zealand.
      • Choose coviu.us if are located in the USA or globally
      • Provide the URL of your platform (e.g. https://telehealth.yourcompany.com/ ).
      • Click Submit.
      The desktop application will now automatically target your environment.
      • Login, and start sessions!

      Warning: If you have set up the wrong URL for the Desktop Application, you may not be able to sign into your platform via the desktop application. 

      To reset the application, scroll down to section 4 to learn about resetting or, follow these instructions:

      • On Windows, go to File > Preferences > Reset accounts.

      • On macOS, go to Coviu > Preferences > Reset accounts.

       

      After your first time of use, you will be able to use the desktop application without any extra steps, just click the Coviu application icon and go!

      IMPORTANT: Clients will not need to install the application to utilize the feature. It is automatically available to clients that join a call that is hosted on the provider's desktop application.

       

      4. How to Reset the Desktop Application?

      If you have set up the desktop application and chosen your region, but are unable to find your account, you may have chosen the wrong region.

      To select a different region, you will need to reset the application. Follow these simple instructions for Windows and MacOS devices and view the screen captures below each:

      For Windows devices:

      1. Open the Desktop Application.
      2. Click File at the top left corner.
      3. Click Preferences.
      4. Click Reset Accounts.
      5. Click YES on the resulting screen.
      6. Follow the process to choose the correct environment.

      For MAC devices:

      1. Open the Desktop Application.
      2. Click Coviu.
      3. Click Settings.
      4. Click Reset Accounts.
      5. Click YES on the resulting screen.
      6. Follow the process to choose the correct environment.

      5. Steps for using Remote Control

      To enable the use of Remote Control, start the installed and configured Desktop Application, sign into your account, enter a video call and connect with a client.

      From within the video call:

      • Click "Start a screenshare" in your Apps and Tools. You will need to share your whole Desktop screen to enable remote control.
      • When in the  "screenshare" or "share a website" application, there is a  button on the provider's toolbar which looks like a computer screen. Click this button to share your screen and mouse with your client.

      • A pop-up will appear on the clinician's screen to identify who is gaining shared access.  If more than one client is in the call, all participants will be listed.  The mouse can only be shared with one client at a time.  Thus, a provider would need to stop mouse control with one client before initiating with another.

      • As the clinician you will be prompted to confirm that you are allowing your client to have access to your screen.
         
      • The clinician will see a note at the bottom of their screen that tells them who is controlling their computer. They can stop this access by clicking the Stop button.
        Provider view:

      • At the same time, the client will have a notification that they are controlling the screen of the provider and they, too, can stop the remote control by clicking the Stop button.
        Client view:

      • Once the clinician initiates the shared controls, the clinician will have a new screen pop out.  This is the screen that allows the shared mouse control that the client and clinician will work from.  To best utilize the pop out screen as the working screen, the clinician has a few options:
        • If working on two monitors: Move the popout screen to a second monitor to use in session.
        • If working on one monitor:
          • Overlay this screen with the original Coviu platform room so that you can see the student video feed in the platform and work on the shared popout screen (if you are working on one monitor).
          • Switch between screens: On Windows, users can use alt-tab to switch between windows. This can be used to switch between the main Coviu window and the pop-up window. On Mac, users can use cmd-` to switch between the main Coviu window and the pop-up window.
          • Side by side:  On Windows, users can tile two windows side-by-side. To move one window to half of the screen, either drag the title bar to the left or right hand edge of the screen, or press start-left or start-right. 
          • Windows 11 also has "snap layouts" explained in this video: https://www.youtube.com/watch?v=b11saSsXwPs

      NOTE: The Desktop Application has a "Boom Learning" and a "Super Duper" Application button built-in. These buttons (in apps and tools) open up a screen share with the Boom Learning or Super Duper website in an overlay, so you don't have to screen share your whole computer. The buttons also automatically activate the sound in the screen share, so your client can hear the sound associated with shared games and activities. 

      Pro tip: Log into your Boom Learning or Super Duper account before starting use of the app!             

       

      6. More Support Options

      You have completed another Coviu help article. You now know how to offer remote control to your desktop or a Boom application on your Enterprise platform.

      If this is not what you were looking for, explore our knowledge base and search for another article from here.

      If you still require any assistance, please do not hesitate to get in touch with our friendly Customer Success team using any of the contact methods available here.

       

      Author: KP/SP