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Barracuda Managed Workplace

About Remote Control

  • Last updated on

Remote control enables you to connect to client devices using various methods (services), including Remote Desktop, Web Console and so on.

All Barracuda Managed Workplace 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 being used, sessions will succeed even when a proxy server is present on the remote network.

There is no connection limit to the number of remote control sessions.

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. This 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.

  • Using remote control (that is, Remote Desktop, Web Console, and so on) in Mozilla Firefox and Google Chrome requires a plugin to support the Microsoft RunOnce technology.
  • Remote control does not work in Safari and Opera.
  • Remote control does not work on non-Windows operating systems.

Browser and Operating System Support for Remote Control and Remote Tools

This table identifies what feature works in which browser:

Browser

 Remote Control

Remote ToolsPremium Remote ControlPremium Remote Control On Demand
Internet ExplorerYesYesYesYes
Google ChromeYes (plugin)YesYesYes
Mozilla FirefoxYes (plugin)YesYesYes
Apple SafariNoYesYesYes
OperaNoYesYesYes

Remote control will fail if you are prompted for a plugin and choose not to install it. If you also select the Don't Show this Message Again check box, you are not offered the choice to install the required plugin on subsequent attempts, and the connection fails without further messages.

To be prompted for plugin installation again, you must remove the cookies for the Service Center site and then install the plugin when prompted.


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

The remote tools are not supported on Windows 2000 computers because .NET 3.5 is required on the target device. Windows 2000 does not support .NET 3.5.

Selecting Which Remote Control Option to Use

In addition to the following remote control options available with Barracuda Managed Workplace, you can set up an additional remote control link to launch a third-party remote control tool. See Setting Remote Control Options.

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 in to Service Center, and deploys automatically to all managed devices, allowing for a 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 requires that you download a client to your computer. Service Center detects if you have the Premium Remote Control client installed, and if it is not, a link will be available on the Device page for you to download the application.

Premium  Remote  Control  -  On  Demand Some devices are not always managed by Barracuda Managed Workplace. 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. This 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 Desktop uses the smallest IP address available (comparing each subnet class sequentially).

Remote Assistance Starts the Windows Remote Assistance tool that lets you view the client's screen and chat about what you both see.

Barracuda Managed Workplace provides 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.

Remote Assistance works on any Windows device that is WMI-enabled (and where the admin file share can be accessed by Onsite Manager).

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.

When initiating a VNC session to the Onsite Manager computer, loopback must be enabled for the VNC server. Refer to the documentation for the VNC Server product for instructions on how to configure this.

Telnet Uses the default Windows Telnet client to connect to devices supporting this protocol.

Telnet is no longer installed by default on modern Windows operating systems. Users must ensure that the Telnet client is installed by following the instructions in their operating system's help.

PuTTY Uses the PuTTY client to handle Secure Shell (SSH) connections.

Intel® AMT Allows the control of a remote computer that is powered down, has no operating system, or a failed operating system using a technology that is integrated into the hardware of a PC based on the Intel® vPro™ platform.

Intel® KVM Launches a VNC session to redirect remote keyboard, mouse and monitor control of a PC based on the Intel® vPro™ platform. This feature requires some initial BIOS configuration. It is supported on PCs with vPro™ version AMT 6.0 or higher. This feature provides better VNC performance and an optional user consent feature.

Onsite Manager Utilities Launches the Onsite Manager Utilities.

You must enable prompting for file download in the custom level security settings of your Internet Options in Internet Explorer. It will prompt you to install a file called Remote Access Gateway. Onsite Manager Utilities do not work with Device Managers.

Web Console Launches an RDP session to the Onsite Manager server and opens an Internet Explorer connection to the target device.

You must enable prompting for file download in the custom level security settings of your Internet Options in Internet Explorer. The web console feature does not work with Device Managers.

Other Attempts to connect to remote devices with the client application configured as the "other" options in System Settings. See Setting Remote Control Options .

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