UU Remote Assistance Guide
If a support specialist sent you this guide, complete the remote-assistance steps below first. When finished, privately send the device ID + temporary verification code back in your current one-to-one chat.
- Estimated time: 3–5 minutes
- Supported computers: Windows and Mac
- During the session: You can see every action and end the connection at any time
Choose what you need
- A support specialist is waiting: 👉 Start the download and setup now
- You only want to access your own computer: 👉 Skip to “Use it for your own devices later”
1. Download UU Remote
Choose the official download for the computer that currently needs assistance. These links start the download directly, so you do not need to select the system again on the website.
| Computer you are using now | Current official requirements | Download |
|---|---|---|
| Windows computer | Windows 11, Windows 10, Windows 8, and others | Download for Windows |
| Mac computer | macOS 11.0 or later | Download for macOS |
After the download finishes, open the installer and follow the on-screen instructions. If a direct link does not respond, open the official UU Remote download page and select your system there.
Do not use installers from file-sharing services, unofficial websites, or “cracked” software sources. They may contain unsafe or modified software.
2. Open Remote Assistance
After installation, open UU Remote:
- Find Remote Assistance（远程协助） in the left sidebar;
- Click Start Assistance（开始协助）;
- Confirm that Allow others to remotely assist（允许他人远程协助） is enabled. The switch should appear blue.
If you can see the device ID, continue to the next step. If your version asks you to sign in, follow the on-screen instructions first.
3. Send the connection details
In the This Device（本设备） section, click Copy and Share（复制并分享）. Paste the copied text into your current one-to-one chat with the support specialist.
The copied text normally includes:
Device ID: …
Temporary verification code: …
Safety reminders
- Send it privately only to the support specialist currently helping you;
- Do not post it in a group chat, social feed, or any public place;
- Use Copy and Share（复制并分享） instead of typing the details manually;
- If the verification code changes, copy and send the latest details again;
- While the remote session is active, do not enter login passwords, payment details, or SMS verification codes.
If you need to enter sensitive information, end the remote connection first and confirm that the specialist can no longer view or control your screen. Enter the information yourself, then reconnect only if more help is needed.
4. Stay online and wait
After sending the connection details, keep the following conditions in place:
- The computer stays powered on and connected to the internet;
- UU Remote stays open;
- Allow others to remotely assist（允许他人远程协助） stays enabled;
- The computer does not sleep or shut down. The monitor may be turned off.
If Windows or macOS asks for screen recording, accessibility, or similar system permissions, first confirm that the app is UU Remote, then approve the request yourself.
You can watch every action during the remote session. If you no longer want to continue, you can end the connection at any time.
5. End the assistance session
After the support specialist finishes:
- Confirm that the issue has been handled;
- End the current remote connection;
- Turn off Allow others to remotely assist（允许他人远程协助）, or refresh the temporary verification code.
Temporary support normally does not require a permanent verification code or unattended access. If anyone asks you to leave password-free access enabled long term, verify their identity and the real reason first.
Use it for your own devices later
After this support session, you may keep UU Remote installed. When you are traveling, visiting a customer, or working from home, you can use your own phone, tablet, or another computer to access a Windows or Mac computer at your office or home.
This is different from temporary support:
| Situation | How you connect |
|---|---|
| A support specialist helps you temporarily | Privately send the device ID and temporary verification code |
| You access your own computer | Sign in to the same account on both devices, then open My Devices（我的设备） |
Prepare the computer you want to access
Here, the “computer” means the Windows or Mac computer at your office or home that you want to control remotely.
- Install and open UU Remote on the computer;
- Sign in with your own account;
- Keep the computer powered on and connected to the internet;
- Keep UU Remote running;
- Until remote wake-up is configured, disable automatic sleep. The monitor may be off, but the computer must not sleep or shut down.
If UU Remote is not installed on that computer yet, use the official direct download:
| Computer you want to access | Download |
|---|---|
| Windows computer | Download for Windows |
| Mac computer | Download for macOS |
Install UU Remote on the device you carry
The “control device” is the phone, tablet, or second computer you will carry and use to operate the remote computer.
| Device you will use | Official installation link | Computers it can access |
|---|---|---|
| iPhone or iPad (iOS 14.0 or later) | Open the mainland China App Store | Windows or Mac computers |
| Android phone or tablet (Android 8.0 or later) | Download the official Android APK | Windows or Mac computers |
| Another Windows computer | Download for Windows | Windows or Mac computers |
| Another Mac computer | Download for macOS | Windows or Mac computers |
The table links to the mainland China App Store. If your Apple ID region cannot open it, do not change your account region just for this download. Search for “UU 远程” in the App Store and verify the app name and developer, or use the official UU Remote download page to find the currently available option.
The link above downloads an .apk file from an official NetEase address. If Android asks you to “allow installation of unknown apps,” grant temporary permission only to the browser or file manager you are currently using, then turn that permission off immediately after installation. Do not disable system security checks or install an APK sent through chat, a file-sharing service, or a third-party website. Stop immediately if the page, app name, or source does not match UU Remote.
Connect to your computer
After installation:
- On your phone, tablet, or second computer, sign in with the same account used on the remote computer;
- Open My Devices（我的设备）;
- Find the computer you want to access;
- Click Enter Desktop（进入桌面）.
After the connection succeeds, you can view and control the remote desktop. You do not need to send a device ID or temporary verification code to anyone for this method.
Do not wait until you are away from the computer to test it for the first time. While you are still beside the computer, connect once from another device and confirm that the account, system permissions, network, and sleep settings all work correctly.
Common situations
You left a file at the office
You arrive at a customer’s office and realize that a quotation, product catalog, or contract is still on your office computer. Use your phone to open the office computer, locate the file, and send or use it. The office computer must stay powered on, online, and awake.
You need to update a quotation quickly
If a customer asks you to change the price, quantity, or delivery date, use a tablet to open the original quotation on your computer. If you need to make many edits, connect a keyboard to the tablet.
You need desktop-only business software
When you are away and need software installed only on your office computer, connect from your phone, tablet, or another computer. Before leaving, it is best to confirm that the business software is already signed in so you do not get blocked by an additional verification code.
You want to present materials on a tablet
During a customer visit, use a tablet to open product images, proposals, or presentation files stored on your computer. Before a formal meeting, test the network and open the materials in advance.
You need to work from home
On your home computer, phone, or tablet, sign in to your UU Remote account and open the office computer from My Devices（我的设备）. When you finish, exit the remote connection.
This section explains how to use a phone, tablet, or another computer to control a Windows or Mac computer. It does not mean that the phone or tablet itself can be used as the computer being controlled.
Troubleshooting
When someone is helping you
I cannot find the device ID
Confirm that you opened Remote Assistance（远程协助） → Start Assistance（开始协助） in the left sidebar, and check that Allow others to remotely assist（允许他人远程协助） is enabled.
The verification code changed
A temporary verification code may refresh. Click Copy and Share（复制并分享） again and privately send the latest details to the support specialist helping you.
The specialist cannot connect
Check each item:
- Is the computer connected to the internet?
- Is UU Remote still running?
- Is Allow others to remotely assist（允许他人远程协助） enabled?
- Are the device ID and verification code the latest values?
- Has the computer gone to sleep or shut down?
When accessing your own devices
I cannot find my computer
Check each item:
- Are both devices signed in to the same account?
- Is the remote computer powered on and connected to the internet?
- Is UU Remote still running on the remote computer?
- Has the remote computer gone to sleep?
Can I connect when the computer is off?
Usually, no. The computer must stay powered on and connected to the internet, and UU Remote must be running.
UU Remote offers remote wake-up features, but they require compatible computer hardware and network conditions and must be configured in advance. For your first use, keep the computer powered on and online.
General issue
I can see my Mac but cannot control it
Open System Settings on the Mac and check whether UU Remote has the required Screen Recording, Accessibility, and related permissions. After changing permissions, reopen the app when macOS asks you to do so.
Official links
Pages and button labels may change between app versions. If your screen differs slightly from the screenshot, look for similar labels such as Remote Assistance（远程协助）, Device ID（设备 ID）, Temporary verification code（临时验证码）, Copy and Share（复制并分享）, and My Devices（我的设备）.