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Initiating a Remote Control Session Using Remote Assistance

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Remote Assistance enables you to shadow Windows workstation desktops, chat with the logged-in user, and take control if required. The Windows-native remote assistance utility is used, but the end user does not need to initiate the request.

Remote Assistance must be installed on both the technician's device and the target device. If Remote Assistance is installed, but disabled on the target device, it will be temporarily enabled for the duration of the session and then disabled once again when the session ends.

  1. In Service Center, click Status > Devices.
  2. Locate the device to which you want to initiate a remote control session.
  3. Click the device name and then click Remote Control from the right sidebar.
  4. In the Remote Services section, from the Service list, select Remote Assistance.
  5. Confirm the Remote Machine IP address is correct.

  6. Confirm the Remote Machine Port is correct.

    This port is used between Onsite Manager and the device. Communications between Onsite Manager and Service Center occur over HTTP or HTTPS.

  7. Click Connect.
  8. If a prompt appears warning that a program is executing, click OK to continue.
    If you are prompted for a password, press Ctrl+V to paste the password that was passed and stored on the Clipboard.
See Also