VMware Horizon Community
louie_2016
Contributor
Contributor
‎01-14-2021 09:57 AM

Horizon Cloud - User support via Remote Desktop or any other connection protocol to provide support

Is there a feature or third party app that would allow me to remote into a user's session?  Something similar to what system center's remote control viewer offers?  We want to be able to see and control the users session to troubleshoot.  

0 Kudos
2 Replies
AlexAskin
Enthusiast
Enthusiast
‎02-21-2021 06:32 AM

If you are using Horizon Cloud to manage non Azure workloads, you should see a "Remote Assistance" option if Help-Desk Tools are installed/enabled  https://docs.vmware.com/en/VMware-Horizon-Cloud-Service/services/hzncloudmsazure.admin15/GUID-0B4DD0... - hopefully that capability is coming to Azure workloads soon as well.

- Alex 

0 Kudos
taylor_elvis
Contributor
Contributor
‎10-12-2021 12:01 PM

Hey,

If you're using Windows 10 Multi-Session in Horizon Cloud on Azure - I don't think there's an official way to provide remote support. However, we've discovered a few different ways at our organization.

#1 you can configure remote assistance group policies to allow unsolicited assistance

#2 you can use the built in Quick Assist windows 10 app to provide remote support (this option requires the user to consent before remote control)

#3 you can create a batch script to utilize RDP session shadowing. With this option, you just enter the IP of the machine you want to shadow and then enter the session number of the user who you are wanting to assist. After this, you can remote support via RDP with or without consent from the user

0 Kudos