Remote control enables you to connect to client devices using various methods (services), including Remote Desktop.
All Barracuda RMM remote sessions take place over HTTP or HTTPS, so you don't have to forward any ports to your Service Center or worry about the port being allowed outbound on your clients' networks. Because the standard web ports are used, sessions succeed even when a proxy server is present on the remote network.
What You Can Do
You can
Use the shortcut icon in device lists so you can connect instantly without having to access the Device Overview page.
See the device and site connected to in the top left-hand corner of the Remote Desktop window, which is useful if you have more than one session open.
Remote Control Requirements
The computer on which you initiate a remote control session must have the following installed:
Microsoft .NET Framework 3.5 or higher.
Client software for the selected protocol.
To use remote control and the remote tools, you must ensure the user account and role are set up to have permissions to device management for remote control access. By default, Administrators, Technicians, and Service Managers are set up with these permissions. See Setting Permissions for a Role.
Browser and Operating System Support for Remote Control and Remote Tools
This table identifies what feature works in which browser:
Browser | Remote Control | Remote Tools | Premium Remote Control | Premium Remote Control On Demand |
|---|---|---|---|---|
Edge | Yes | Yes | Yes | Yes |
Google Chrome | Yes | Yes | Yes | Yes |
Mozilla Firefox | Yes | Yes | Yes | Yes |
Apple Safari | No | Yes | Yes | Yes |
Opera | No | Yes | Yes | Yes |
This table identifies what feature works in which operating system:
Operating System | Remote Control | Remote Tools | Premium Remote Control | Premium Remote Control On Demand |
Windows | Yes | Yes | Yes | Yes |
macOS | No | Yes | Yes | Yes |
Linux | No | Yes | No | No |
Selecting Which Remote Control Option to Use
In addition to the following remote control options available with Barracuda RMM, you can set up an additional remote control link to launch a third-party remote control tool. See Setting Remote Control Options.
Remote Control Option | Description |
|---|---|
Premium Remote Control | Uses ISL Light technology to remotely connect to a Windows or Mac device, allowing you to take control of the local computer. Premium Remote Control is built into Service Center, and deploys automatically to all managed devices, allowing for seamless integration with minimum configuration. To use Premium Remote Control, Windows devices must have the Admin share open, and Mac devices must have SSH enabled and the SSH credentials must be on the sudoer's list. |
Premium Remote Control - On Demand | Some devices are not always managed by Barracuda RMM. In this scenario, Premium Remote Control On Demand is available to connect you to the customer's unmanaged device. |
Remote Desktop | Uses the Microsoft Terminal Services client, commonly referred to as RDP client, which is present on all Windows operating systems. You can connect to the console session or share local and remote resources. |
Remote Desktop | Allows you to take control of the remote computer without first requesting access. To do this, you must have administrator rights on the local machine. After you log in, you will have complete control of the local computer. Use Remote Desktop when a user is not on the other end. This option is useful for performing a routine maintenance task on a workstation. |
Remote Assistance | Starts the Windows Remote Assistance tool that lets you view the client's screen and chat about what you both see. Barracuda RMM provides a one-click launch for Remote Assistance that is initiated by the technician. There is no need for MSN Messenger. The end user does not have to launch the request (although the end user does have to accept the connection request). Use Remote Assistance when a user is on the other end to allow access or requests for control. This option is useful for teaching or showing a user how to perform a task. |
VNC | Uses a VNC client to connect to a remote VNC server that has been previously installed. The main advantage of VNC over RDP is VNC is supported across all modern operating systems, including Macintosh, Linux/UNIX, and Windows. |
Telnet | Uses the default Windows Telnet client to connect to devices supporting this protocol. |
PuTTY | Uses the PuTTY client to handle Secure Shell (SSH) connections. |
Other | Attempts to connect to remote devices with the client application configured as the "other" options in System Settings. See Setting Remote Control Options. |