GTR FAQ

RustDesk Remote Support

2 min read

tl;dr

What is RustDesk?

RustDesk is the tool GTR uses to connect to your computer for remote support. Your support engineer can see and control your screen only while you allow it. The connection is encrypted.

How to start a support session

  1. Download the ZIP file from https://dl.gtr.de/rd.
  2. Unpack the ZIP to any folder on your computer. No installation is needed on Windows.
  3. Double-click rustdesk-gtr.exe to start RustDesk. This version is already set up to connect to the GTR server.
  4. RustDesk will show an ID and a one-time password. Read both to your GTR engineer by phone or send them by email.
  5. When the engineer connects, RustDesk will ask you for permission. Click Accept to start the session.
  6. Close RustDesk when the session is finished.

If another company also supports you via RustDesk

If a different company also uses RustDesk to support you and uses their own server:

  1. Run rustdesk-reset.exe once. This removes the GTR-specific settings.
  2. When you need GTR support again later, simply run rustdesk-gtr.exe again.

Already have RustDesk installed?

If RustDesk is already installed on your computer and you want to keep using that installation, you can point it at the GTR server by importing the configuration once.

Copy this configuration text:

9JSPB12SrhEMlR3byk3TJhVS4RUTHZlTktkRDJHMvVHZZlEZSN3Y6dmV6VFMQJiOikXZrJCLiIiOikGchJCLiIiOikXYsVmciwiIlRmLyR3Zus2clRGdzVnciojI0N3boJye

Then:

  1. Open RustDesk.
  2. Go to Settings → Network.
  3. Click Unblock Network Settings.

    Note: This step may require administrator rights. If you do not have them, please ask your IT administrator for help.

  4. Open the ID/Relay-Server section.
  5. Click the Import from clipboard icon at the top right of the dialog.

After the import, the ID-Server field should show rustdesk.gtr.de and the Key field should be filled in. Click OK to save.

Privacy and security

  • GTR runs its own RustDesk server in Germany. No US cloud provider is involved.
  • When the network allows it, the connection is established directly between your computer and the GTR engineer’s computer.
  • All session traffic is encrypted end-to-end. Neither GTR nor anyone else can read it in transit.
  • The engineer only sees your screen while a session is active, and you can end it at any time.

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