You may need to take control of the End User's system to analyze the Asset related issues. Using the Remote Desktop icon, you can take remote control of the End User‘s system to perform the requested activity.
To start Remote Desktop Sharing:
- At the top-right corner of the ASSET DETAILS pop-up page, click the REMOTE DESKTOP icon. The REMOTE DESKTOP SHARING pop-up page is displayed.
Figure: Remote Desktop Sharing pop-up page
Figure: Remote Desktop Sharing pop-up page: Stealth Mode
Type in the required details and click Request to request a desktop sharing session. For more information about the fields on the REMOTE DESKTOP SHARING pop-up page, see Field Description.
The session code and the connection status are displayed in the Session Code and the Status fields, respectively. In the Session Code field, click Copy.
Figure: Remote Desktop Sharing pop-up page: Stealth Mode
On the Sym Remote Desktop Agent pop-up, in the Session ID field, click Paste.
Figure: Sym Remote Desktop Agent pop-up page
Click Connect to establish a connection with the End User's system.
After the End User accepts the request, the SymRemoteAgent.exe agent opens automatically. Click Run.
The session code and the connection status are displayed in the Session Code and the Status fields, respectively. In the Session Code field, click Copy.
Figure: Remote Desktop Sharing - Normal Mode
On the Sym Remote Desktop Agent pop-up page, in the Session ID field, click Paste. Click Connect.
Figure: Sym Remote Desktop Agent pop-up page
On the ACCEPT REMOTE DESKTOP SHARING REQUEST page, the session code is displayed in the Session Code field. Click Copy.
Figure: ACCEPT REMOTE DESKTOP SHARING REQUEST page
On the Sym Remote Desktop Share pop-up page, in the Session ID field, click Paste.
Figure: Sym Remote Desktop Share pop-up page
Click Start to establish the connection.
Note:
After the request is sent, it is displayed on the screen of the target machine. The End User can accept or deny the request within the waiting time. If the End User doesn't accept or deny the request, it is accepted automatically
Figure: Remote Desktop Sharing request window
Field Description
The following table describes the fields on the REMOTE DESKTOP SHARING pop-up page.
Field | Description |
|---|---|
Stealth Mode/Agent | If enabled, the Analysts can take control of the End User's system without taking the permission of the End User. For Stealth Mode, the Agent should be installed and running on the End User's desktop. |
Remote Desktop URL | If the Enable Remote Desktop URL Mode check box is selected on the TENANT configuration page for Asset Management, this fields displays the remote desktop URL. |
Analyst E-mail-ID | Type in the Analyst's e-mail id. |
Customer E-mail-ID | Type in the End User's e-mail id. |
Connect To | Select a type from the drop-down list to connect. |
IP Address/ Host Name | Type in IP Address or the Host Name of the End User's system that you want to connect. |
Session Code | Displays the Session Code to connect to End User's system. |
Status | Displays the connection status. |
REQUEST | Click the button to send a Remote Desktop Sharing request to the user. |
CANCEL REQUEST | Click the button to cancel a Remote Desktop Sharing request. |
ADVANCED REMOTE DESKTOP CONNECTION
The analyst can connect to the end user using the Advanced Remote Desktop Connection feature. For more information on connecting through Advanced Remote Desktop Connection, follow below steps.
Specify the Analyst E-mail ID, and the Customer E-mail ID with whom you want to establish the Remote Desktop Connection, and then click REQUEST.
Figure: REMOTE DESKTOP SHARING: Advanced Version
Your request to connect to connect to the end user's system is sent. Click OK.
Figure: REMOTE DESKTOP SHARING: Advanced Version: Request sent to the End User
An e-mail notification is sent to the end user with a hyperlink to accept the request made by the Analyst. When the end user clicks on the hyperlink, the connection is established.