How to Start a Remote Desktop Connection

Overview

The Remote Connection feature allows you to view and control a managed computer's screen in real-time. This is essential for hands-on troubleshooting, installing software, or guiding a user through a complex process. You can connect with the user's permission (ideal for support calls) or via an unattended session (ideal for maintenance when the user is away).

Step-by-Step Guide

1. Locate the Computer

Navigate to the main list of managed devices.

• From the main menu, expand the Computer section (1) and click on Computers (2).

• Locate the specific machine you want to access (e.g., #BDESK-CL2).

• Click the Remote Desktop icon (monitor symbol) (3) located next to the computer's status indicator.

2. Select Connection Type

A "Remote Connection" window will appear, asking how you want to connect.

• Connection Type: Choose one of the following:

  • Connect with Permission: The user will see a prompt asking them to allow the connection. This is best for privacy when the user is present.

  • Unattended Session: This connects immediately without requiring user approval.

• Select Session: Choose the active user session from the dropdown menu (if multiple users are logged in).

• Click Connect to launch the session.

3. Control the Remote Device

A new browser tab or window will open, displaying the user's desktop.

• You now have full mouse and keyboard control over the remote machine.

• Side Toolbar: On the left side of the screen, a toolbar (2) provides quick access to essential tools:

  • Actions: Send special key commands (like Ctrl+Alt+Del) or reboot the machine.

  • Display: Adjust screen resolution or quality settings.

  • Record: Start a video recording of the session for audit or training purposes.