Workspot Remote Assist

Donald Van Patten -

Overview

Audience: This guide is for Control Administrators and IT personnel who need to support Remote Assist and Shadowing [RA]. The feature may be used by Help Desks and support personnel given they are assigned the Control Support role [Support].

Workspot Remote Assist [WRA] lets Help Desks and/or support personnel access a pooled user desktop [VM] to provide support during incidents that may have arisen on the VM or RD Pool App assigned to the user.

(*) Note: If folder redirection is enabled, the Remote Assist download file (msrcincident) fails to download and displays “close other session”. Please refer to the Release Notes for Agent 2.1.2.

Contents

Prerequisites
Support Using Remote Assist
Potential Issues and Troubleshooting
References
List of Figures

Prerequisites

Control Administrators and IT

  • Template with Workspot Agent 2.1.2 or greater installed. Please refer to the References provided in this article below.
  • Persistent Desktop Pool and/or RD Pool within which the User has been assigned a desktop or app.

Help Desk and Support

  • User account with the "Support" role assigned in Control.
  • Member of Remote Desktop Users group in active directory or a group with appropriate privileges.
  • Control indicates the desktop is "Connected" in Control, i.e., the user is logged into desktop or app.

User VM

(*) End-of-Life (EOL) Checks: Windows XP, Windows Vista, and Windows Server 2008 are not supported.

Support Using Workspot's Control Resources->Actions->Remote Assist

  1. Select Remote Assist from the pool management pages in Control".
  2. Initiate Workspot Control's Remote Assist with a Request for Invite.
  3. Remote Assist presents the Invitation on the User's VM.
  4. Download of an Windows Remote Assistance Invitation File Occurs (e.g., Workspot-1234567890123.msrcincident).
  5. Locate and Launch the Windows Remote Assistance Invitation File.
  6. Submit the Password entered in Step 2.
  7. Dialog is posed on the User's VM to allow Support to connect.
  8. "Yes" Initiates the Shadowing Window on the Support machine.
  9. Support can Interact with the User's VM.

Step 1 - Select Remote Assist from the pool management pages in Control".
Support "looks for the Connected session" in Control for the user [user's email] on the Manage Virtual Desktops page - shown in Figure 2 below. (Refer to Figure 10 - Active Session - If the user is not "Connected" to their VM, RA cannot be invoked.)
Figure 2 - Remote Assist Invoked by Control
                                                          Figure 2 - Remote Assist Invoked by Control

Step 2 - Initiate Workspot Control's Remote Assist with a Request for Invite.
Select Remote Assist from the pool management pages in Control":  The target user's VM is sent the "session info + password" that begins communication between Control and User's VM Agent.
Figure 3 - Remote Assist Session Password Dialog, Initiates the Agent/Control MSRC Incident File Transfer
       Figure 3 - Remote Assist Session Password Dialog, Initiates the Agent/Control MSRC Incident File Transfer

Step 3 - Start Remote Assistance program. Remote Assist presents the Invitation on the User's VM.
Figure 4 - Remote Assist Password on RA Host
                                                    Figure 4 - Remote Assist Password on RA Session Host

Step 4 - Download of an Windows Remote Assistance Invitation File Occurs.
The Remote Assistance Invitation file is written in Extensible Markup Language (XML) and can be read and edited in a text editor such as Notepad. Remote Assistance invitation files have the following extension "MsRcIncident". The msrcincident file (e.g., Workspot-1234567890123.msrcincident) is sent to the browser in which Control is running. The file is saved to the local disk in the downloads folder.
Figure 5 - Downloading Windows Remote Assistance Invitation File
                                             Figure 5 - Downloading Windows Remote Assistance Invitation File

Step 5 - Locate and launch the Windows Remote Assistance Invitation File.
The user is must authorize the session.
Figure 6 - msrcincident-file
                                                  Figure 6 - Launching Windows Remote Assistance Invitation File

Step 6 - Submit the Password entered in Step 2.
Figure 8 - Password Prompt to Control
                                      Figure 7 - Password Prompt to Control

Step 7 - Dialog is posed on the user's VM which will allow support to connect.
Figure 7(a) - Remote Assist Password on Host Allow
                                                    Figure 7(a) - Remote Assist Password on Host Allow

Step 8 - "Yes" Initiates the Shadowing Window on the Support machine.
Figure 8 - Initiating Shadowing
                                                                          Figure 8 - Initiating Shadowing

Step 8 - Support can interact with the user's VM.
Figure 9 - Remote Assist Session Interaction
                                                 Figure 9 - Remote Assist Session Interaction

Potential Issues and Troubleshooting

Active Session Requirement:   The user must have an active session running in order to initiate RA from Control. If that is not the case, the Remote Assist menu item will not be available. The user's VM should, however, indicate a Ready Status.
Figure 10 - Active Session Required
                                                              Figure 10 - Active Session Required

References

Workspot Agent (v2.1+) Installation for Templates
Deploy Workspot RD Pools

Installing RA on Windows Servers 2012R2 and 2016
Configuring Remote Assistance for Windows Server 2012 R2 - Configuration Manager 2012: Enable Remote Assistance
How do I enable Remote Assistance?
Where do I find Offer Remote Assistance on Server 2012 Essentials
Description of the Remote Assistance Connection Process
Remote Desktop Shadow

List of Figures

Figure  1 - Verify that "Allow Remote Assistance connections to this computer" is Enabled on the Template, and/or the deployed VM if already assigned.
Figure 1a - Enabling Remote Assistance DuringAgent Agent Installation"
Figure  2 - Remote Assist Invoked by Control"
Figure  3 - Remote Assist Session Password Dialog - Initiates the Agent/Control MSRC Incident File Transfer
Figure  4 - Remote Assist Password on RA Session Host
Figure  5 - Downloading Windows Remote Assistance Invitation File
Figure  6 - Launching Windows Remote Assistance Invitation File
Figure  7 - Password-Prompt-to-Control
Figure 7a - Remote Assistance Password on Host Allow
Figure  8 - Initiating Shadowing
Figure  9 - Remote Assistance Session Interaction
Figure 10 - Active Session Required

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