Remote assistance lets you remotely control an end user's cloud computer to help troubleshoot and resolve issues. Either an administrator or an end user can initiate remote assistance. This topic describes how to initiate a remote assistance session as an administrator.
Prerequisites
The end user must be connected to the cloud computer.
Procedure
Log on to the EDS enterprise console.
Choose one of the following entry points:
Cloud computers page
In the left-side navigation pane, choose Resource Management > Cloud Computers.
In the top navigation bar, select a region.
On the Cloud Computers page, find the target cloud computer. In the Actions column, click More and select Remote Assistance.
From the Connection Monitoring page
In the left-side navigation pane, choose Monitoring and Alerts > Connection Monitoring.
In the top navigation bar, select a region.
In the list of sessions, find the target session and click Remote Assistance in the Actions column.
The end user receives a prompt on their cloud computer to accept the remote assistance request. If the end user declines the request or does not respond within the specified time, the system automatically cancels the request.
After the end user accepts the request, click Logon in the dialog box.
A new page opens, displaying a real-time view of the cloud computer's desktop, which you can now control. To end the session, click Stop Remote Assistance on the toolbar at the top of the page.
Related documents
To learn how an end user can initiate remote assistance, see Remote assistance.