Remote Support for Windows devices

Scalefusion supports remote device troubleshooting on its managed Windows devices, through its Remote Cast and Control feature. The feature allows an IT Admin to remotely view and control the end user's device either in an unattended mode or driven by user consent, thereby allowing to resolve the IT issues with the device in a quick and efficient manner. Furthermore with Scalefusion's ITSM integrations, IT Admins can log a ticket for further debugging or escalation with the recorded videos and/or screenshots taken during the troubleshooting session.

As a result, Remote Cast & Control feature offers a number of benefits. To name a few:

  • Unattended Remote Access: IT Admins can quickly and instantly set up a remote access session with devices located anywhere in the world without an end user present with the host device.
  • Control Login Screen: Take remote control directly from Windows logon screen without any end user assistance.
  • Switch Users: Admins can switch user accounts without having to disconnect from the session.
  • Respond to UAC Prompts: View and respond to UAC prompts which appear on Secure Desktop.
  • Lock/Unlock Screen: Admins can lock a device screen, and then unlock it again, remotely.
  • User Consent: With this setting enabled, get user's consent before starting a remote cast session, else the session starts directly.
  • Remote Keyboard and Mouse Control: Take control of end user's keyboard and mouse, remotely.

Prerequisites

  1. Windows OS: Windows 10 with minimum version 1809 or above, or Windows 11 should be installed on User’s Device.
  2. Supported Architectures: 32-bit, 64-bit.
  3. The device should be enrolled with Scalefusion.
  4. Remote Support app v4.0.1.0 for Windows should be installed on devices.

How does it work

  1. Install Remote Support app available on Scalefusion Dashboard on the device.
  2. Initiate Remote Session from Dashboard.
  3. Once started, Admins can take the control of user's device

Let us learn the detailed steps below.

Setup

Step 1: Install & Setup Remote Support app

The first step to use Remote Cast & Control on Windows devices is to install & setup the Remote Support app. The app acts as a primary entity which authenticates user’s device and Remote Cast & Control Session. Please follow the steps below to install:

  1. Navigate to Application Management > Scalefusion Apps. Click on Scalefusion Remote Support App for Windows and select PUBLISH
  2. Select the Windows Device profiles/Groups on which you want to install the application. Click on PUBLISH to confirm the installation.
  3. It will take few minutes for the app to get downloaded. You can check the status on dashboard from My Apps. If installed, it will show the status as 'Installed'
Those who are upgrading from older version of Remote Support app, if you still see an older version of RC application on the device after upgrading to 4.0.1.0, please ignore the earlier one.
Remote Cast & Control Settings

When Remote Cast is used in security and privacy concerned domains like tablets with kids or with people in hospital care, if somebody takes a remote cast session, companies normally want to enforce recording of that session as a checkpoint for the agent taking the RCC session to make sure that everything is recorded.

To enable this, following settings have been provided that can be configured from Dashboard before starting a session and can be used as global settings for all admins.

The settings can be accessed from Settings button available in Remote Cast & Control on Scalefusion Dashboard. Clicking on Settings opens a dialog box where admins can configure them.

Admins with only Write access to Remote Cast can edit these settings.

Setting

Description

Auto-Record Remote Cast sessions

Enabling this automatically records the remote cast sessions. After the session is completed the recording gets downloaded to the IT Admins PC/Laptop.

If this setting is ON, session recording cannot be stopped.

Show consent screen before every session

If this flag is enabled, a dialog to take User Consent will come up and on user acceptance only, it will start screen sharing.

Step 2: Initiating a Remote Session

Once you have setup the Remote Support application as described in Step 1, follow the steps below to initiate a casting session.

  1. Clicking on Remote Cast & Control on the Dashboard will show you the list of devices that support casting and control. Click on Start Session option next to the device you want to start a screen sharing session with.
    1. The Remote Control column indicates if the device supports control feature or not. A cross (X) indicates that the device does not support and a tick (V) mark indicates that the device supports control.
A Remote Cast session can also be initiated from Device Details page. On Device Information card there is a shortcut icon for Remote Cast before the Gear icon, clicking on which directly takes you to the Start session screen.
  1. You will be navigated to the screen casting page with the following components,
    1. Cast Console: The area where the mirrored screen appears.
    2. Session Details: Displays the windows device name and model with which the session will happen
    3. CREATE TICKET: Create a Service Desk ticket - Supported only if you have integrated your ITSM tool.
    4. Start Session: Click on this button to start the session.
    5. Session Settings: If you want the user to give consent for starting the session, enable this toggle.
  2. Click on START SESSION to start the session.
  3. If the steps above are executed properly, then the screen that is currently running on the end user's device will be shown on the Scalefusion dashboard. The options while in an ongoing session are,
    1. Remote Control: The admin gets complete control of user's device, click anywhere on the screen, access apps etc. and perform required checks on user's device, all remotely.
    2. Full Screen: Use this option to go full screen.
    3. Take Screenshot: Use this option to take a screenshot of the shared screen.
    4. Stop Session: Use this option to stop the session.
    5. Start Recording: Use this option to start recording the session once it is started. After the session stops, the recording gets downloaded and can be accessed later.
    6. Device Level Actions: During remote session if admin wants to perform actions like rebooting device or lock/unlock device then they can do it from the same screen. Clicking on Settings button (next to full screen) pulls a menu with following actions to choose from:
      1. Refresh device
      2. Reboot Device
      3. Full Device Info

Known Behavior

  1. There are certain keys and key combinations that are not supported on a remote session. They are,
    1. Ctrl
    2. Alt
    3. Windows Key
    4. PrtSc/SysRq
    5. Combinations like Ctrl+C, Ctrl+V, Ctrl+X, Ctrl+Alt+Del
    6. Mouse Middle Button Scrolling
    7. Mouse Middle Button Click
    8. Mouse drag


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