These questions were raised during Remote Control Training
FAQ's
With whom I can collaborate remote sessions? Collaboration can be done with any technician with "Remote Desktop Admin" privileges.
Can we set the prompt for user confirmation check box to enabled by default and not allow techs to uncheck this?Yes, this is possible by navigating to tools --> Remote Control --> User Confirmation --> Enable "Make user confirmation permanent"
How does the product get the required permissions on the remote computer to execute the tasks?The agent installed on your remote computer will run with system privileges, hence it will have the required permissions to execute remote control tasks.
How to exchange rights between two technician on a remote control to a client-machine?The technician who initiates remote connection will have the privilege to swift his control, when additional technician join the same session.
When you schedule a de-fragment task from Endpoint Central, does it disable the default task from Windows or should I manually disable it, for this to work?De-fragmentation task from Endpoint Central is completely an independent schedule and it does not disturb the existing windows schedule. This task will be performed in addition to the existing task from Windows, if any.
What if there is a remote session that wasn't started by a technician, meaning the user got hacked. Can you find that out from the history too?Yes there is a audit on this. However, it the tech account is hacked then the audit would say at what time and which technician has taken the remote session.
We do not allow our users access to command prompt. When the technician initiates the remote session, will the admin be access the command prompt?If you have connected to the machine from the console, yes. You can launch the cmd prompt from quick launch even if the user doesn't have access to open it. It will be opened with the system account privilege.
I have used the remote control and when i take control the end user cannot see their screen. How do I connect, so both of us can see the screen?Establishing remote connection does not blacken the remote monitor. Both the end user and the technician will have access to view the screen. If you want to blacken the display on the end user's screen, you can configure it using settings under Remote control.
We use three monitors per user, some are configured to be in portrait mode while their other monitors are in landscape mode. Will Endpoint Central display them all?The product will maintain the orientation and the aspect ratio (Landscape and Portrait format). Ability to view multiple monitors on a single pane is in development phase and will be released soon.
Where would screen recording be stored?Recorded remote sessions will be stored on the Endpoint Central server. You can locate it from the web console -> Tools -> Remote Control -> Settings -> History. You can hover the recorded session to find the exact storage location.
If Chat window is closed accidentally during remote session how do you relaunch a new window?You can choose to re-initiate the chat session without disconnecting the remote control. Chat session is not a dependent with the Remote Control Session.
If I schedule a task for example 10pm, I am working in Sydney but the end user is in London does this allow for the time zone?The product by default initiates the task based on the server time. So, it is recommended to schedule the task accordingly.
My remote Control screen shows port 8443 conflict, how do I resolve?The product can identify, if the port allotted for remote control is used by another process. You can modify the port from, the web console -> Tools -> Remote Control -> Settings -> Port Settings.
Remote Control works for all windows machines but not Mac. However I could see that Endpoint Central agent is installed on those computers, patch and asset scans work. Why not remote control?If you are using Endpoint Central build # 92070 or later versions, you should ensure that Java is installed on the Mac computers for remote control to work. If you are running older versions, you will have to ensure the following criteria are met:
Non-secured Gateway port should be open on the Endpoint Central server. If your Mac OS version is "10.10 - Yosemite" , "10. 11 - El Capitan" or "10. 12 - Sierra", Apple JRE should be installed. You can deploy this Apple JRE using Endpoint Central's software deployment from templates
I am looking at my remote control screen and the screen looks different. My command bar is on the top of the screen and looks different from the example, you have showed us in the training, I am in currently using Endpoint Central build # 92050, how do I modify this?If you do not find the remote control screen as showed in the training, you might be using Active X viewer. You can switch to HTML5 Viewer to experience the latest UI and advanced remote control capabilities.
Does the Screen Recording need to be turned on before you establish the remote control session or can it be turned on during the session?You will have to turn on the Recording feature (from, the web console -> Tools -> Remote Control -> Screen Recording -> Enable Screen Recording, before initiating the remote session for screen recording to capture
To allow multiple tech's to work on same remote connection, does that require additional license for Manage Engine?The product does not need any specific license for multiple technicians to participate in the same remote session. However the same technician can not try to initiate multiple remote sessions with the same computer simultaneously.
Will the remote control automatically reconnect after a reboot during the session?Based on many requests from customers, this feature has been developed and it is currently in testing phase. This should be available in a couple of weeks
Is possible to take remote control of a roaming user .? If the user is at home without VPN tunnel?If the agent on the roaming computer is able to reach the Endpoint Central server's gateway port, then the remote connection can be established. You can verify the port reachability using "telnet".
If you have keyboard/mouse disabled, does it automatically disable it for the new tech sharing the session? If you leave the remote session and forget to re-enable the mouse/keyboard will it automatically be re-enabled for the user?"Disable Keyboard and Mouse" is applicable only for the user on the client machine, this does not apply to the technicians. Once the remote session is disconnected the mouse and keyboard will be automatically enabled on the remote computer.
How do we enable SDP for remote control? Currently ours just shows the reason box for connecting to a remote session to the clientYou need to ensure that Endpoint Central is integrated with ServiceDesk Plus. You can refer this article to know about the steps to integrate. Once you have integrated, you should enable "Add Work Log for Remote Connections" . For that on the web console, navigate to Admin -> Integrations-> ServiceDesk Plus Settings -> Under Features to Integrate -> Add Work Log for Remote Connections.
Can you remote control a desktop that is not logged into and sitting at a ctrl+alt+del screen?The product allows you to initiate remote session with a computer even when no user is logged on or when the "ctrl+alt+del" screen is active. You use the remote control tool bar to invoke "ctrl+alt+del" screen on the agent computer.
Wake on LAN only works if the pc is actually powered ON, correct?You can use Wake On LAN to wake computers, which are shutdown. However, if you want to wake a computer which is not in the LAN as Endpoint Central server, you will have to ensure that at least one computer within the same subnet (as the target computer) should be active and have Endpoint Central agent installed in it.
When in a remote control session and installing software, if the user is not an Admin, how can I install software as a remote admin as Admin?Initiating a remote session using Endpoint Central does not entitle the user with administrative privileges related to software deployment. You will have to use Endpoint Central's Software Deployment module to perform this operation. You can perform this operation from, the web console -> Software Deployment -> Deployment -> Install/uninstall Software -> create configuration -> Package settings.
During a remote session, I have blacken the remote monitor, is there an indicator showing if the user's screen is blacked out?You can check the action icon, if you could see "blacken monitor" is changed to "revoke monitor", then you can feel assured that the remote monitor has been blacked out.
How do I enable Wake On LAN system?You can enable it by configuring the settings, You can refer this document, to know the steps involved in configuring the "Wake on LAN" settings from, the web console -> Admin -> Global Settings -> Agent Settings- > Enable Wake On LAN Settings. You can also refer this article for more details.
When launching remote control, I get an error stating "certificate has been revoked from java.security.cert", why?You might get this error if you are using java viewer, and running Endpoint Central in an older version. Endpoint Central now has deprecated support for Java Viewer, we would recommend you to upgrade Endpoint Central to the latest version and try using HTML5 viewer.
What type of files, can i transfer using "File Transfer", and Is there any limitation in the file size?You can transfer any type/format of files and there is no restriction on the size of the file.
I have enabled Wake on LAN on the BIOS, however I find it does not work at time, why?Wake on LAN might fail, if the target machine belongs to a different subnet. You should ensure there should be at least one machine turned on in that subnet, so that it could act as the WOL proxy for the whole subnet.
When I try to broadcast an announcement, to a target computer, which located in a different timezone, will the announcements be broadcasted?Announcements work based on the "Server Time", if you schedule to broadcast an announcement at 12:00 hours, and the target computer time has not reached 12:00 hours, then the announcement will be displayed.
Can we remove reason box while initiating the remote connection?Yes, you can remove the reason box from, the console -> Tools -> Remote Control -> Settings ->disable "log reason for remote control"
How many technicians can connect to a remote computer simultaneously?The number of technicians is determined by the number of technician license that you own, however the speed depends on the available bandwidth.
