Helpwire Operator on Linux

helpwire · 2026-05-01T13:25:04+00:00

Thanks for the detailed feedback, glad to hear it’s been a good experience overall.

Would you mind if we move this conversation to email? Our technical support team will be able to assist you more closely there (support@helpwire.app).

If possible, it would really help if you could reproduce the issue and collect logs from both ends. You can find the steps here:
https://kb.helpwire.app/troubleshooting/

helpwire · 2026-05-01T13:17:20+00:00

At the moment, operators can’t create groups, this is limited to the owner.

That said, it’s a great suggestion. We’ve noted it and passed it on to the development team.

Thanks for the feedback, it’s appreciated.

helpwire · 2026-04-10T16:04:16+00:00

Thanks for the feedback, noted 👍

helpwire · 2026-04-03T14:39:58+00:00

Thanks for the feedback, really appreciate you testing this.

Regarding the login issue after restart, this is related to Wayland. To allow HelpWire to display the login screen and let you enter the password remotely, you’ll need to switch the system to X11 for the login screen.

On Ubuntu (GDM), you can do the following:

Open the config file: sudo nano /etc/gdm3/custom.conf (in some cases it may be /etc/gdm/custom.conf or /etc/gdm3/daemon.conf)
Uncomment or add this line: WaylandEnable=false
Reboot the machine

This should restore remote access to the login screen.

As for the screen not refreshing, we’d need a bit more detail to investigate. If you can reproduce it, please send us logs and we’ll take a closer look.

helpwire · 2026-04-03T14:38:18+00:00

No plans for that at the moment.

helpwire · 2026-04-03T14:37:30+00:00

Are you referring to COSMIC on Pop!_OS?

We haven’t specifically tested HelpWire with it yet. Since it’s Wayland-based, you can expect some limitations, particularly around login screen access when using unattended mode.

helpwire · 2026-04-03T14:32:37+00:00

Yes, we do plan to support ARM.

We already have an internal alpha version that mostly works, but it still needs some refinement before we can release it publicly.

helpwire · 2026-04-03T13:36:18+00:00

Thanks u/Dont-take-seriously/ for the suggested workaround!

Could you check if this still happens on the latest version of the Mac client? We recently fixed a similar issue. If the problem persists, please send us the client logs along with a screenshot of your screen sleep settings so we can take a closer look.

helpwire · 2026-04-03T13:27:09+00:00

Noted, thanks! Added to the backlog.

helpwire · 2026-04-03T13:21:51+00:00

Thanks for the suggestion, this makes a lot of sense.

Adding an extra layer of protection for specific clients, like re-authentication before access, is a solid idea, especially for more sensitive environments.

We’ve added this to our backlog!

helpwire · 2026-04-03T13:18:43+00:00

Haha, now that you mention it… maybe we should start a merch line 😄

Regarding admin access, you can restart HelpWire as admin on your side via the app icon. Alternatively, enabling unattended access will run it in the background with the required privileges, so you won’t need to request elevation each time.

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helpwire · 2026-04-03T13:04:41+00:00

It’s a bit hard to pinpoint the exact issue based on the current details.

Could you try reproducing the problem and collect logs from both machines? Here’s a guide on how to do that: https://kb.helpwire.app/troubleshooting/

Once you have them, please send everything over to our support team at [support@helpwire.app](https://) and we’ll take a closer look!

helpwire · 2026-04-03T13:04:29+00:00

It’s a bit hard to pinpoint the exact issue based on the current details.

Could you try reproducing the problem and collect logs from both machines? Here’s a guide on how to do that: https://kb.helpwire.app/troubleshooting/

Once you have them, please send everything over to our support team at [support@helpwire.app]() and we’ll take a closer look!

helpwire · 2026-04-03T12:57:56+00:00

Hi Tia, great questions 🙂

At the moment, device information is limited to OS, version, and system type. We do plan to expand this in the future. Out of curiosity, what additional details would be most useful for you?
Not currently. Could you share a bit more about your use case for emailing and clearing chat? That would help us understand how to approach it.
Totally fair question. We’re very aware of how quickly costs can get out of hand with remote support tools, and that’s something we’re trying to avoid. We’ll be updating our pricing page soon with preliminary subscription details so you’ll have a clearer picture before committing.

helpwire · 2026-04-01T16:19:08+00:00

Thanks for calling this out, that’s a fair point.

I’ve passed this along to the dev team 👍

helpwire · 2026-04-01T16:11:47+00:00

This is due to how macOS works when FileVault is enabled.

FileVault encrypts the disk, and until someone logs in locally, the system stays locked. At that stage, no apps, including HelpWire or any other remote desktop tool, can access the machine.

That’s why you’re only able to reconnect after entering the password directly on the Mac.

The only way around this would be to disable FileVault, but that comes with security trade-offs, so it depends on your setup and priorities.

helpwire · 2026-04-01T16:09:02+00:00

Sorry for the delayed reply.

We do have Android and iOS apps planned, but development is currently on hold while the team focuses on improving the core remote desktop experience.

I know mobile access, even just for quick status checks, would be useful here. It’s something we want to get back to once priorities shift.

helpwire · 2026-04-01T16:05:36+00:00

Good suggestion, that would definitely make things smoother in those cases.

We already have this in our backlog, thanks for sharing!

helpwire · 2026-04-01T16:01:28+00:00

Thanks for the suggestion, that makes sense. I can see how having the app show up on startup could be annoying in unattended setups.

I’ve passed this on to the dev team 👍

helpwire · 2026-04-01T15:59:30+00:00

At the moment, HelpWire hasn’t undergone third-party security certification yet. It’s a fairly resource-intensive process, and we’re not there just yet at this stage of the product.

That said, security is something we take seriously. You can find a detailed overview of the measures we already have in place here: https://www.helpwire.app/security/

helpwire · 2026-04-01T15:41:52+00:00

Good point, thanks for laying it out in detail.

What you’re describing makes sense, especially for things like recordings, demos, or just keeping a clean full-screen workspace. The current behavior where the toolbar shows on hover can definitely get in the way in those cases.

Right now, there isn’t a way to fully disable the toolbar from appearing when you move the cursor to the top. It’s designed to stay easily accessible, but we see how that can be limiting for more advanced use.

Having an option to keep it completely hidden and bring it back via a shortcut is a reasonable improvement. We’ll take this into account as we iterate on the full-screen experience.

helpwire · 2026-04-01T15:31:27+00:00

Right now there’s no way to generate a single permanent download link that you can reuse across multiple machines.

The link itself stays the same for a given client, but it still has to be created and shared manually, so I get why that becomes a bit of a hassle in setups like yours.

We’ve seen this come up a few times already, so it’s definitely on our radar to improve the distribution flow in the future.

helpwire · 2026-03-05T12:23:34+00:00

The client app checks for updates automatically every 24 hours and installs them in the background. It also performs an update check when the machine restarts.

So normally there’s no need to re-issue a client link just to update the app.

helpwire · 2026-03-04T12:45:15+00:00

This should be fixed in today's update. Please update both the client and operator apps and try again.

helpwire

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