Overview
Because users are currently working from home, we are unable to use our Remote Assist Tools to login and see their computer. We can use Zoom to do a screen sharing session, but we are unable to control any administrative properties. Currently, we are going ot use RescueAssist (previously called GoToAssist) to remote into their computer and enable everything to assist with Zoom and eventually our VPN client. This will detail what you need to do to remote into a User's Computer.
Goals
- Ensure the user understands this third-party tool is a one time use so that we can get things set up properly. Due to the spotaniety of having everyone working from home, we did not anticipate Zoom not being allowed to access administrative things, and it does not let us enable the feature to do so without an administrative credential.
- Set Zoom up to work for remote control with all applications.
- Assist the user with whatever issue they have.
Remoting In
The following steps will detail what you need to do to remote into a user's computer using the GoToAssist tool.
1. Go to https://console.gotoassist.com/
2. Sign in using credentials in LastPass.
3. Select Create Session
4. Direct user to fastsupport.com
5. Have them entire their name, then provide them with the 9 digit key on your screen.
6. Once connected, they will have a chat box on their screen as well as an option to end session. Point out the end session option to them so they feel like they have some control. Then, have them click the yellow "Download application" button to download the client.
7. Once downloaded, have them run the application. It may take a few seconds for it to load.
8. Once loaded, you need to enable admin mode. Select the shield icon above the screen share session.
9. Enter the local administrator name and password. Should be in last pass under Workstation 2019-2020 or Workstation 2018-2019.
10. The user will receive a prompt on their screen asking if they want to allow the LogMeIn Remote Support Applet to make changes. Have them click yes on the box.
11. Screen sharing session will close, then re-open in admin mode. This may take a minute or two to process.
You can now control their screen and make any needed changes. There are a few things you will need to configure, however, to ensure we are always able to assist the user, as this tool is meant to be a one-off device. We will always use Zoom after this.
Configurations
We will need to set up Zoom when remoting into someone's computer using this method. We will need to tell Zoom to allow us to access ALL applications.
Zoom
In Zoom, we need to tell the client to allow us to access ALL applications. If this is not enable, then we cannot access the UAC (Administrative prompts) in order to type in the admin credentials. If someone is calling the Service Desk, they most likely will need an admin password for something, so we need to be able to get this working. Most people are also very comfortable with Zoom at this point, so we will want to use Zoom in the future for requests.
1. Ensure the Zoom client is downloaded on the user's computer. If not, go here and download it: https://zoom.us/download. Download the Zoom Client for Meetings.
2. Launch the Zoom Client and have the user login.
3. On the main screen, click the gear just underneath the user ID. This is located in the upper-right.
4. Click on the Share Screen tab.
5. Click the Check Box next to Enable the remote control of all applications.
6. Enter administrator credentials (will probably need to use local administrator.)
Once these have been completed, we should be able to use Zoom for all future remote support sessions with this person.