CUSTOMER SUPPORT

Install, connect and troubleshoot ONE Desk

Documentation for Windows LAN evaluation release v1.4.13. Read before connecting two computers.

This is a supervised private-network pilot, not an internet relay. Only install and connect on systems you own or are expressly authorized to manage.

System requirements

Windows 10/11 x64, interactive signed-in and unlocked user desktop. Other Windows versions require separate validation.
Both computers must communicate over a trusted private LAN or approved routed private subnet; Windows Defender Firewall rules created by setup apply on Private/Domain profiles.
Administrator rights to install; consent from the person at the remote computer to view or control their session.
The current Windows package is unsigned. Verify the download SHA-256 before running; code signing is pending.

Quick start

Download v1.4.13 on both authorized Windows computers.
Run setup as administrator, installing the Agent and Console. Do not uninstall a working prior version when upgrading unless directed.
Start ONE Desk from the Start Menu or Desktop shortcut. A Quick Connect window should open.
Select the target from the computer dropdown, or enter its private IPv4 address. Click Connect.
On the remote computer, inspect the displayed request and explicitly click Allow – View Only or Allow – Full Control. Do not approve unexpected requests.
Keep the remote session indicator open. Use Disconnect to end the session.

Connection troubleshooting

Computer not found: confirm both PCs are online, connected to the same permitted private network, and the Agent is running. Use the target's private IP if discovery fails.
Approval denied: ask the person at the remote PC to approve the new request. Closed/expired permission prompts are denied by design.
Connected but black screen: make sure the remote desktop is signed in and unlocked. Check whether RDP is presenting a virtual display. Disconnect and reconnect, then report the exact time and issue; connection approval alone does not verify successful video frames.
Local Console page unavailable: start ONE Desk from the shortcut and open http://127.0.0.1:47800/ on that PC. The page is local-only and should not be exposed to the public internet.
Installer says file is in use: disconnect existing ONE Desk sessions, close the Console and rerun the installer. Do not stop Windows RDP or security services to resolve this.

Upgrade and remove

On Windows, go to Settings → Apps → Installed apps → ONE Desk → Uninstall or open Uninstall ONE Desk from the Start Menu. The removal flow can preserve device enrollment and saved settings (default) or delete ONE Desk data after explicit confirmation. Disconnect sessions before removal.

Verify the installer

SHA-256 for v1.4.13:

95ea1fc8bc9037311f0fd39e3ed07fb5193c82aef9a4cfabd6ed9a86acfea55e

Windows PowerShell: Get-FileHash '.\ONE-Desk-Setup-v1.4.13-Windows-x64.exe' -Algorithm SHA256. Compare the full digest, not just the filename.

Support and scope

For installation errors, provide the Windows edition, local time, ONE Desk release, exact error text and the steps that reproduce it. Avoid emailing passwords, access codes, authenticator secrets, or private customer desktop screenshots.

Contact support