Enterprise cloud desktops support two collaboration modes: remote assistance, where an administrator joins your desktop to help you troubleshoot, and shared collaboration, where you share your desktop with another user to work together. This topic explains how to use both modes as an end user.
This topic uses Windows client V7.13 and a WUYING Workspace Enterprise Edition cloud desktop as examples.
Prerequisites
Before you begin, make sure that you have:
An active connection to an Enterprise cloud desktop
The Contact Administrator for Help permission enabled by an administrator (required for remote assistance)
The User Stream Collaboration permission enabled by an administrator for you and all participants (required for shared collaboration)
For more information, see Collaboration policies.
Supported environments
OS images
This feature requires Windows OS images that use Adaptive Streaming Protocol (ASP) V1.1.0 or later, including custom images derived from them.
To check whether your cloud desktop uses ASP, log on to the Elastic Desktop Service Enterprise console and go to the Cloud Computers page. If your desktop does not use ASP, ask your administrator to upgrade it. For more information, see Upgrade a cloud desktop or image to use the ASP protocol.
Clients
| Client | Minimum version |
|---|---|
| Windows client | V6.2 |
| macOS client | V6.2 |
| Web client | No requirement |
Limitations
Only one collaboration session can run on a cloud desktop at a time. If a shared collaboration is already in progress, a third user cannot join, and an administrator cannot start remote assistance on that desktop. Attempting to connect returns:
The user is in a collaboration and cannot establish a session with you. Please connect later.Remote assistance requests expire after 180 minutes if the administrator does not respond. Submit a new request if this happens.
Remote assistance
Remote assistance can be initiated by an administrator or by you. When initiated by an administrator, you receive a notification on your desktop and accept to begin. When you initiate it, you send a request from within the desktop and wait for the administrator to accept.
For administrator-initiated remote assistance, see Start remote assistance.
To request remote assistance as an end user:
Open the floating ball in the cloud desktop and click Remote Assistance.
On the Remote Assistance Request page, click Send Now.
After the administrator accepts your request, they will send a remote assistance invitation. When the User Request for Remote Assistance window appears, click Assist Now.
If you do not see the button, click the
icon on the cloud desktop to display it.To end the session, click Exit Assistance.
If Chrome cannot connect to a cloud desktop during a collaboration session, upgrade Chrome to the latest version or enable Use Hardware Acceleration When Available. For more information, see FAQ about using cloud desktops.
Shared collaboration
Start a collaboration
Open the floating ball in the cloud desktop and click Collaboration Session.
Click Start Collaboration, then click Copy. Send the collaboration code to the users you want to invite and wait for them to join.
- To cancel before anyone joins, click Discard code. - The shared desktop displays a Joined Shared Collaboration message after a collaborator joins. After the collaborator leaves, the desktop displays a Stopped Shared Collaboration message. - The collaboration code remains valid until it is destroyed. A collaborator can leave and rejoin using the same code.
Join a collaboration
Get the collaboration code from the user who started it, then join using one of these methods:
On the client's resource list page, click the icon in the upper-right corner and select Collaboration.
Open the floating ball in the cloud desktop, click Collaboration Session, then click Join Collaboration.
Enter the collaboration code in the text box and click Join Now.
After joining, use the floating ball to monitor the collaboration window. The Metrics, Fullscreen, and Exit Fullscreen options are available from the floating ball.
End a collaboration
On the shared cloud desktop, click the
icon and then click End Collaboration.When the Collaboration Session window shows
Are you sure you want to end the shared collaboration task for this cloud desktop?, click End Now.