In this post we will take a look at Remote Assistance feature in SCCM 2012 R2. Remote Assistance feature is a convenient way for someone you trust, such as a friend or technical support person, to connect to your computer and walk you through a solution. With the help of Remote Assistance feature you can invite someone to connect to your computer. After he or she is connected, that person can view your computer screen and chat with you about what you both see. With your permission, your helper can even use his or her own mouse and keyboard to control your computer and show you how to fix a problem. You can also help someone else the same way. Please note that Remote Assistance will not work in cases when the outbound traffic from port 3389 is blocked.
So what is difference between Remote Control feature and Remote Assistance feature ?
Remote Control is a feature of Configuration Manager 2012 which when enabled, a machine can be remote controlled without the need of a user being logged on at that time. In SCCM 2012 R2 Remote control behavior depends on the effective default or client device settings on the ConfigMgr client.
Remote Assistance is a Windows feature. Here the user has to accept the request of the administrator and a machine cannot be remote controlled when no one is logged on.
After knowing about the Remote Assistance feature, we will now make use of Remote Assistance feature in SCCM 2012 R2 to assist a user in resolving his system issues. Also to make use of Remote Assistance feature in SCCM 2012 R2 there are few settings that needs to be enabled. We will do it step by step.
Enable Remote Assistance
By default the Remote Assistance feature is not enabled in Windows Server 2012 R2, to install the Remote Assistance feature, on the SCCM site server, open the Server Manager, click on Manage, click Add Roles and Features, click Next and Enable Remote Assistance and complete the wizard.
You can create a Custom Client Device Settings and configure Remote Assistance settings and then deploy it to a device collection. On the left pane click Remote Tools, on the right pane set Manage unsolicited Remote Assistance settings to Yes and set Manage solicited Remote Assistance settings to Yes. When set to Yes, Configuration Manager manages remote assistance settings where the user at the client computer either requests (solicits) or doesn’t request assistance. For Level of access for Remote Assistance set to Full Control. Click OK.
To provide Remote Assistance, right click on one of the computer and click Start and then click Remote Assistance.
When you click Remote Assistance, the request is sent to user logged in to that machine.
On the client machine click on Yes to accept Remote Assistance.
Once the user accepts the request, we see the desktop of the user. To take control over the user computer click on Request Control.
On the client machine click Yes to allow the SCCM admin take control over the computer.
On the client machine, the user can use the chat feature and chat or exchange messages with the SCCM admin.
When you click Settings you get few options such as save the log file for the session, Bandwidth usage etc. To stop sharing the screen you can press Stop sharing.
If the option Save a log of this session is enabled, the log files of the session are saves and can be found at :-
SCCM Site server : [System Drive]\Users\[UserName]\Documents\Remote Application Logs
Remote Assistance Client : [System Drive]\Users\[UserName]\Documents\Remote Application Logs