Record a remote support session
For a dispute, for training, or because the customer asked. AcrossView records on the customer's side, so the recording belongs to the person whose computer it was, and we never hold a copy.
Record one session
In the Windows app, during a session, press Record. The button shows the running time. Press it again to stop, or let the session end; the file is finished and saved either way.
Record every session
In Settings → Recordings, turn on Record every session. From then on each session is recorded from its first frame, including unattended sessions with nobody at the computer. Settings shows the folder.
Where the file is
- Usually
Downloads\AcrossView\Recordings\AcrossView 2026-10-24 14-05-12.mp4. - On a computer where AcrossView runs as a service (so it can be reached after a restart), the service saves to
C:\Users\Public\Videos\AcrossView\Recordings; Settings names the right folder and has an Open folder button. - It is a standard H.264 MP4 that plays in Windows' own player, VLC or a browser.
What the helper sees
A line in their session bar: "Recording on their computer." Nothing is hidden from either side. A session ended before anything appeared on screen leaves no file.
What we never do
AcrossView's servers never record a session and cannot: the screen is end-to-end encrypted between the two computers. Meetings are different: a host can record a meeting, and everyone in it sees that recording is on. See Privacy.
Can the helper record instead?
Not from AcrossView; any screen recorder on the helper's computer would work, as with any software. Recording on the customer's side was chosen so the recording stays with the person whose computer it is.
Does recording slow the computer?
A little, as any video encoding does. The encoder drops frames rather than slowing the session.