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Enabling Remote Assistance with SCCM

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Configuring Remote Assistance for use with SCCM

Remote Assistance vs Remote Control

One of the many challenges that we face with our fleet of Surface devices is display scaling when using the SCCM Remote Control Tool. Many of our users use Surface devices with Docks and multiple displays and we find consistent Display Scaling issues especially when the external displays used do not support the high resolution of the surface devices. 

We have found a workaround for this by using the Remote Assistance Tool.

The major drawback of Remote Assistance is that it requires the user to be sitting at the workstation you are controlling as they have to allow you access to control their computer. The Remote Control tool by contrast does not suffer from this limitation. 

The major advantage of the Remote Assistance tool is that it does not appear to suffer from the same display scaling issues as the Remote Control tool.

Steps Required to Enable Remote Assistance:

1. You must first create or modify, and then deploy a custom Client settings policy with the following settings. The client settings node can be found under “Administration –> Client Settings:”

  • Manage unsolicited Remote Assistance settings: Yes
  • Manage solicited Remote Assistance settings: Yes
  • Level of access for Remote Assistance: Full Control

2. You must create a custom GPO with the following settings:

Helpers is a List of the AD groups and/or users that you wish to give permission to for so they can use the Remote Assistance Tool.

After configuring the above settings and allowing the GPO settings to take effect on your client machines you can now right-click a client in the SCCM console and start the remote assistance tool.

While the Remote Assistance tool is not as versatile or seamless as the Remote Control tool it functions as a rudimentary workaround for workstations or laptops with high resolution displays.

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