Remote Control

• 3 min to read •

Remote control of devices is a very useful function to support employees and help them fix technical issues in the system. With Syxsense you can remotely control devices and do all other system management tasks from a single console.

The remote control is possible between two devices with the Syxsense agent, provided that both devices have Internet access. Depending on the pre-configured settings, you can get remote access by sending a request with a custom message to a device user or get access to a user's device without his/her confirmation. In this case, s/he will be informed about a particular user is performing remote access to the device with an automatically occurring message window.

During a remote-control session, the image quality and size of the controlled device monitor can be adjusted depending on the quality of the Internet connection and the resolution of the monitor. It is possible to remotely control several devices at the same time by switching between them. You can also copy and paste text from one device to another using the Send Text to Remote and Copy to Remote Clipboard options.

To perform specific tasks, you can also use remote control features, such as File browser, Event viewer, Process viewer, WMI Explorer, Remote registry, and PowerShell. In the console, it is also possible to give an employee access to his work computer from another device, for example, to perform an urgent extracurricular task, and force remote control termination when the task is completed.

Important Information

The tools menu of the Remote Control solution allows customization of the quality, bandwidth settings, and multi-monitor support.

This functionality is supported on Windows and macOS only.

We recommend using the Google Chrome browser.

The remote control tool supports HTML5 and opens in another tab inside the browser, please check your browser for blocked pop-ups.

Prerequisites

An online device An account that has the 'Remote Control' permissions

Guided walk-through: How to Remote Control a Device

❶	Select a device and click button from the menu at the top of the interface.
❷	Right-click a device and click 'Remote Control' from the menu.

When kicking off a remote control session on an endpoint for the first time, you will be greeted by a Loading screen. This loading screen shows up while the agent provisions the Remote Control functionality onto the device.

After the application has finished loading, you should then be able to see the display of your endpoint.This display is mirrored from the computer itself, so if a user is currently logged into the device, they will be able to see the actions you perform on their computer.

Please, be careful about connecting to endpoints that are in open spaces. And be sure to log out of the device when you are finished remotely controlling an endpoint.

Troubleshooting

The list below will highlight some of the possible result statements with resolution.

All three of these options can be configured globally within the Global Device Settings.

Issue/Result Statement	Reason/Resolution
Fail to start a session	Begin by changing the Default Video Encoding setting to Force Software Only. This will force the endpoint to use software encoding instead of hardware encoding, which can resolve some dependency issues for some environments.
Session running slow	The device started the task and completed a scan of some of the updates; however, the device could not complete the task.
User is not prompted to approve the session	Change the User Permissions required button. This setting will prompt the user to approve or deny your request to control their computer.

Last Update: Mar 12, 2024