Windows has two built-in tools for connecting to a remote computer: Remote Desktop and Remote Assistance.
Remote Desktop
To use Remote Desktop Protocol (RDP), Remote Desktop must be enabled in the Advanced system settings.
You need to set the rights (by default all members of the Admin group can access remotely).
To open the remote connection console from a client, run "mstsc.exe" (located in C:\Windows\System32). You can also use the Start menu to search for Remote.
When you connect to a computer using the RDP client, it opens a new session. Only one interactive session is allowed. This means that if a user has their session opened, the admin connection locks the user session.
The admin can’t see the user session, and the user can't see what the admin is doing. This means Remote Desktop is of limited use for helping end users with specific problems.
Remote Assistance
To see someone else's screen while they are working, you need to enable Remote assistance.
To enable Remote Assistance, show the Advanced system settings. On the Remote tab, select the Allow Remote Assistance connections to this computer check box.
Run Quick Assist and click Help Someone.
Take note of the Security Code to send to the user.
The user runs Quick Assist and enter the code under “Get help”
They allow you for screen sharing
You can then Request control, and the user must Allow you for screen control
The user is now sharing their screen with you and you can control it.
In our entities it is better to use Bomgar; Remote Desktop or Remote Assistance for remote connection. Some people also use TeamViewer, but you need to buy a license if you use it professionally.
BeyondTrust Remote Support (formerly Bomgar) is available both for SIL and the Alliance organizations, free of charge. It is a cross-platform solution, you can remotely access and control Windows, Mac, Linux, iOS, and Android devices to provide technical assistance and resolve issues. It offers a high level of security, including strong authentication, encryption, and session recording, to ensure that remote sessions are conducted securely.
BeyondTrust Remote Support includes tools for managing and configuring endpoints, such as remote system reboot and file transfer.
They provide you with their Representative Console, the interface to establish remote connections with end-users' devices, troubleshoot issues, and perform various support tasks.
There are various ways to start a remote session. You can start it directly, if you have "pinned" a client (Bomgar calls this a "jump client"). These are shortcuts you can click on to initiate the session for a given computer in your list. You can also send an invitation by email.
The clients can also request a support session by going either to SOS Wycliffe or SIL Remote Access Portal and by clicking on your name in the list, or entering a Session Key you gave them.
When the session starts, you then have full control over the remote session, including the ability to view the remote desktop, take control of the mouse and keyboard, transfer files, access command shell or registry and see system info.
During the session you can invite other technicians to collaborate, which can be useful for solving complex issues: If a support issue requires more expertise, you can also transfer the session easily.
Finally the console offers a very convenient chat and communication tool to help ensure a smooth and efficient support experience.
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