Workspot Remote Assist

  • Published on Aug 22, 2024
  • 1 minute(s) read
  • Robert Plamondon

Workspot Remote Assist

Overview

Workspot Control supports Windows Remote Assist sessions. As with any Remote Assistance session, the end-user’s system will generate a .msrincident file. This will be transferred to Workspot Control by the Workspot Agent on the end-user's desktop, where it can be downloaded by the Workspot Control administrator.

The "Expert" role for the Remote Assistance session can be accepted by any user with access to the .msrincident file, the password, and a desktop with access to the same network as the end-user. In other words, once the expert has the .msrincident file and the password, a standard Remote Assistance session is the next step.

The .msrincident file expires one hour after creation, so the Remote Assistance session must be started before then.

Prerequisites

  • The Workspot Client user must be connected to a Workspot Windows desktop/app in a persistent desktop or RD pool.

  • The administrator must be connected to another Workspot Windows desktop on a network that can reach the user's desktop/app.

  • The administrator must be signed into Workspot Control as an Administrator or Support user.

Procedure

Step 1 - Select Remote Assist via "Resources > VDI Pools > poolname > Actions menu > Remote Assist" in Control.

Step 2 - Control pops up a "Remote Assist Session Password" box. The Control user enters an arbitrary session password and clicks "Download" to open the Remote Assist session.

Step 3 -  Start Remote Assistance program. Remote Assist presents the Invitation on the User's VM.

Remote Assist presents the Invitation on the User's VM.

Step 4 - Control downloads the Remote Assist file via the Control user's browsers to the local Downloads folder. The filename has the format of "1234567890123.msrcincident" and is used to enable the Expert User's side of the Remote Assistance session.


Step 5 - On a Windows system on the same network as the end-user's system, launch the Windows Remote Assistance Invitation File.
The user is must authorize the session.

Step 6 - Submit the Password entered in Step 2.

Step 7 - Dialog is shown on the user's desktop which will allow support to connect.

                                                   

Step 8 - "Yes" Initiates the Remote Assist session on the Support machine. Support can interact with the user's VM.