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CommandCTRL users can access an end user's machine remotely using two different methods.
Remote Assist
If a CommandCTRL user is unable to resolve an end user's issues using the functionality built into the CommandCTRL user interface, he or she can initiate a remote session with the end user and access the end user's machine directly.
The Remote Assist option automates the Microsoft Remote Assistance feature built into Windows, and adds new features and a more robust workflow to it. Remote Assist works on all versions of Windows. However, the following requirements must be met in order for it to work correctly:
- The feature must be installed on server OS's being used as desktops. With Windows 10, there is no need to do anything in particular to get it to work correctly. For versions other than Windows 10, the following script should be run in the PowerShell in the base image or on a computer at startup:
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powershell.exe -executionpolicy bypass Install-WindowsFeature -Name Remote-Assistance - The CommandCTRL user and end user machine must be on a routable network.
The CommandCTRL application manages the opening and closing of the firewall ports on the end user's machine automatically.
Go to the Create a Remote Assist Session topic.
Quick Assist
If a CommandCTRL user is unable to resolve an end user's issues using the functionality built into the CommandCTRL user interface, he or she can initiate a remote session with the end user and access the end user's machine directly.
The Quick Assist option works on all Windows 10 versions and Windows 10 Enterprise for Remote Sessions (Win 10 ERS). Quick Assist differs from Remote Assist in the following ways:
- Quick Assist does not require the CommandCTRL user and end user to be on the same routable network.
- With Quick Assist, the CommandCTRL user does not need to install or enable any scripts.
- Quick Assist does not need access to the end user's firewall ports. All connections are made outbound to the cloud.
- Unlike Remote Assist, when using Quick Assist, the CommandCTRL user needs to have a valid Microsoft account. An Office 365 account is sufficient.
With Quick Assist, the CommandCTRL user does not need to install or enable any scripts.
Quick Assist does not need access to the end user's firewall ports. All connections are made outbound to the cloud.
Unlike Remote Assist, when using Quick Assist, the CommandCTRL user needs to have a valid Microsoft account. An Office 365 account is sufficient.
Go to the Create a Quick Assist Session topic.
