Remote Control

Remote Control

Remote Control enables screen sharing between technicians and end users in different locations. Remote control is achieved using the probe with standard ports opened for workstation scanning. The feature is agentless.
Supported operating systems are Windows, Linux, and Mac.
 

Access Remote Control

  1. Go to Assets. Click IT > Workstations on the left panel.
  2. Click the workstation you wish to gain remote access.
  3. From the workstation details page, click Remote Control.
 

 
System Requirements  
 
Operating System
Windows (7 and above) / Mac (all versions) / Linux (All versions)
Web Browsers
All Browsers
 
 

Remote Control in Windows Workstations

Initiate Remote Control for Windows Workstations

On clicking Remote Control, the session will be automatically initiated if the workstation is already discovered using network/domain scan.
Otherwise, you would need to associate the workstation to an existing probe and provide the admin credentials (Login name and Password) of that workstation to start the remote control session. Also, ensure that Port 139 is open on workstations not scanned already. Login name must be given in the format DomainName\LoginName
 

 
When the technician clicks Start, the session is initiated:


Once the remote control session is established, the technician is immediately taken to a viewer.


The user at the workstation would be prompted with a dialog asking if they want to share their screen with the technician.
The remote control session is initiated once the user accepts the invitation.
 

How does Remote Control Work for Windows Workstation  

When the technician clicks Remote Control for a Windows workstation.  
  1. AssetExplorer Cloud identifies the probe that discovered the workstation and sends a request to that probe.
  2. Probe receives the remote control request and connects to the Windows workstation.
  3. Probe copies the executable ( join.exe & RemoteControlAgent.exe ) command to the target Workstation and runs them.
  4. Remote control executable will be downloaded into the target workstation and a session will be initiated.
  5. The Windows workstation's desktop will now be shared with the technician.
 
Checklist for successful Remote Control on Windows Workstations  
  1. Admin's share of the Workstation must be accessible from the probe system.
  2. Remote registry service must be running and accessible from the probe system.
 

Remote Control for Mac/Linux Workstations

Initiating remote control for Mac/Linux Workstations

  1. When the technician clicks Remote Control, provide the email address of the user.
  2. An invitation is sent to the end user, and the technician is taken to a Viewer.
  3. After the user accepts the email invitation, they can join the remote session.
 

 

User Permission Settings for Remote Session

Remote Control session will prompt for user's permission before sharing the screen. If no user is available in the remote system, you can change the Remote Control settings from the Actions drop-down menu in the workstation details page and then initiate a new session.
 

 

Disconnect Remote Control

Click the Stop icon to exit the session.

Troubleshooting Tips  
To check whether Probe has access to admins :
  1. Open the command prompt in the probe system.
  2. Type : net use \\TargetSystemName\admin$ /user:Domain\UserName
  3. Provide password if needed.
  4. If the command fails :
    1. Check whether the target system has firewall and make sure the Port 139 (File & Printer Sharing) is in the exceptions list.
In the local security policy of the target system, go to Security Options and check the value of 'Network security: Sharing and security model for local accounts'.  The value must be 'Classic'.

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