Basic Features – Restart and Resume

Introduction

The Restart and Resume feature extends the options of Administrative Mode, allowing the remote computer to restart and automatically reconnect to the support session. However, this option is not enabled by default when activating Administrative Mode.

With this functionality, the operator can request different types of restarts, including a normal reboot, Safe Mode, and a forced reboot. During the process, the session is paused and automatically resumes once the computer comes back online.

Below, you will find instructions on how to enable and use Restart and Resume on Windows and macOS.

Restart and Resume

Overview

The Restart and Resume feature extends the Administrative Mode functionality. However, it is not enabled by default when Administrative Mode is activated.

Note:

• Administrative Mode must be enabled; otherwise, “Enable Restart and Resume” will be disabled (greyed out).

This functionality allows the operator to:
✅ Reboot
✅ Reboot into Safe Mode
✅ Force Reboot
✅ Force Reboot into Safe Mode

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Windows – Restart and Resume

Step 1

Click “Enable Restart and Resume” from the Tools dropdown menu to activate the functionality.

Step 2

Confirm the dialog on the remote computer to enable Restart and Resume.

Step 3

Once enabled, the operator can choose from the following options:

🔄 Reboot

• The remote computer will restart after 60 seconds and automatically reconnect to the session.

🔄 Reboot into Safe Mode

• The remote computer will restart after 60 seconds, enter Safe Mode, and automatically reconnect to the session.

⚡ Force Reboot

• The remote computer will restart after 5 seconds.
• Active programs will not block the shutdown.
• The computer automatically reconnects to the session.

⚡ Force Reboot into Safe Mode

• The remote computer will restart after 5 seconds and enter Safe Mode.
• Active programs will not block the shutdown.
• The computer automatically reconnects to the session.

Step 4

While the remote computer restarts, the session is paused.
⏳ This process may take a few minutes.

Step 5

Once the remote computer is back online, it will automatically reconnect to the session.

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macOS – Restart and Resume

The Restart and Resume functionality on macOS is handled by a new process called issc_daemon

📌 Important: Since macOS Big Sur (11), issc_daemon is treated as a separate process, requiring re-approval of all permissions previously granted.

Step 1 (Operator Side)

The operator requests to enable the Restart and Resume functionality.

Step 2.1 (Client Side)

The client is prompted to install the ISSC Daemon helper tool.
➡ Click “Install Helper” to proceed.

Step 2.2 (Client Side)

The client must grant permissions under Security & Privacy settings in macOS:
✅ Enable “issc_daemon” under Full Disk Access.
✅ Enable under Screen & System Audio Recording.

Step 3

Once permissions are granted, the Restart and Resume functionality is fully enabled.