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    Remote Assistance Overview
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      Contents

      Remote Assistance Overview

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        Article Summary

        When you are viewing an individual device in Edge DX on the device drill down page, use Edge DX Remote Assistance to remotely assist the end user of the device using one of the following options:

        To use Remote Assistance, click Assist and select one of the above Remote Assistance options from the Assist menu.

        Network Requirements

        Remote assistance works over the same network connection as regular Agent data collection (HTTPS / 443 to your tenant). There are no additional network requirements.

        Remote Shell

        You can access a device shell remotely by launching a Remote Shell session. Remote shell is available on Windows, Linux, and macOS devices.

        To open a Remote Shell on a device:

        1. In the Assist menu, click Remote Shell.
        2. Select the user to initiate the shell session. You can select from active user sessions on the device or select system/root to initiate a local system shell.
          Note for Windows shell
          If you select SYSTEM as the user for a Windows remote shell, you access the local system as NT Authority/SYSTEM which gives you local admin permissions.

        3. Click Start Remote Shell to start the Remote Shell session.

        Remote Control

        Use Remote Control to take control of a device.

        Prerequisites

        To start a Remote Control session:

        1. In the Assist menu, click Remote Control.
        2. Select the user session to remotely control. 
          • For Windows devices, select an active user session or Console. If you select Console, you can access the device as a user of your choice, or as a new user (for a multi-session Windows OS), even if nobody is currently signed in to the device.
          • For Linux devices, select an active user session. You can use remote control on Linux devices only if a user is currently signed in to the device.
          • For macOS devices, select an active user session or Login Screen. If you select Login Screen, you can sign in as any valid user on the macOS device. Note that remote control performance is generally better if you select an active user session than if you select Login Screen.
        3. Depending on the configuration of this feature (which may be dictated by local laws, for example, forbidding Remote Control without consent of the end user), you may have the option to disable the default requirement for the end user's consent to Remote Control. Deselect the Ask for User consent checkbox if you want to perform Remote Control without end user consent (for example, if there is no one logged on to the device), and you have the option to do so. 
        4. Click Start Remote Control.

        Remote Control Features

        During a Remote Control session, you can use the following features in addition to mouse and keyboard control.

        Remote Control FeatureDetails
        • Clipboard (enable/disable)
        		Enables or disables clipboard features (copy, paste, etc.) in the remote session.
        • Display Selector (Requires Agent version 2.12 or higher)
        		If the remote device has multiple displays (monitors), select which display to view and control. By default, All Displays lets you view and control all monitors.
        • Zoom In
        		Zooms in on part of the remote display. After you zoom in, a small map representing the screen area appears as shown in the screenshot above. Click a section on the map to zoom in on that part of the display.
        • Screenshot
        		Takes a screenshot of the remote device display.
        • Send/Retrieve Files (Requires Agent version 2.12 or higher )
        		Send and retrieve files between your local device and the remote device. Retrieved files are saved to your local downloads folder.
        • Ctrl-Alt-Del (Windows only)
        		Performs Ctrl-Alt-Del in the remote session.
        • Elevated Cmd (Windows only)
        		Launches an Elevated Command Prompt in the remote session, which gives you admin privileges. The Elevated Command Prompt automatically closes at the end of the remote control session so that the device user does not have admin access.   

        Remote Shadow

        Use Remote Shadow to view what the end user is doing on their device, while not having the ability to interact with the device.

        To use Remote Shadow, perform the following steps:

        1. In the Assist menu, click Remote Shadow.
        2. Select an active (signed in) user session. 
        3. Depending on the configuration of this feature (which may be dictated by local laws, for example, forbidding Remote Shadow without consent of the end user), you may have the option to disable the default requirement for the end user's consent to Remote Shadow. Disable the default requirement for the end user's consent to Remote Shadow if you want to perform Remote Shadow without end user consent, and you have the option to do so. 

        When you are in the Remote Shadow session, you see everything the end user is doing on their device.

        The end user receives a notification that they are being shadowed.

        The notification includes a call-to-action for the end user to disconnect the Remote Shadow session if they want to end the session.


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