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.
What You Can Do
- 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.
Browser and Operating System Support for Remote Control and Remote Tools
This table identifies what feature works in which browser:
|Remote Tools||Premium Remote Control||Premium Remote Control On Demand|
|Google Chrome||Yes (plugin)||Yes||Yes||Yes|
|Mozilla Firefox||Yes (plugin)||Yes||Yes||Yes|
This table identifies what feature works in which operating system:
Premium Remote Control
|Premium Remote Control On Demand|
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 - 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 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.
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.
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.
Web Console Launches an RDP session to the Onsite Manager server and opens an Internet Explorer connection to the target device.
Other Attempts to connect to remote devices with the client application configured as the "other" options in System Settings. See Setting Remote Control Options .