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Responding to a Windows Intune Remote Assistance Request from a User

Updated: November 1, 2013

Applies To: Windows Intune

The Microsoft Easy Assist agent is deployed to managed computers as part of the Windows Intune client software. Users of managed computers that you manage by using Windows Intune can request assistance by using Remote Assistance via Microsoft Easy Assist, available on managed computers in the Windows Intune Center console. When users request assistance from you, alerts are displayed in the Windows Intune administrator console.

ImportantImportant
Remote Assistance via Microsoft Easy Assist is not supported on computers running Windows 8. Users cannot request assistance from computers running Windows 8, nor can administrators respond to a Remote Assistance Session Request on a computer running Windows 8.

If you accept a Remote Assistance request from a computer that does not have Microsoft Office Live Meeting Easy Assist installed, you are prompted to install Remote Assistance through Microsoft Easy Assist. If you install Remote Assistance through Microsoft Easy Assist when you are prompted to do this in the Remote Assistance session, and you do not restart your browser after the Remote Assistance session is finished, you are prompted again to install Remote Assistance through Microsoft Easy Assist if you try to join later sessions. Ensure that you restart your browser after the first Remote Assistance session is finished to avoid being prompted repeatedly to install Remote Assistance through Microsoft Easy Assist.

The following procedure describes how to accept or decline a user’s Remote Assistance request by using commands that are in the Remote Assistance alert.

  1. Open the Alerts workspace.

  2. Select a Remote Assistance alert in the Alerts list. You can show all Remote Assistance alerts by clicking Remote Assistance under All Alerts in the navigation pane.

  3. Click the name of the Remote Assistance alert to open its Properties page.

  4. Click Approve request and launch Remote Assistance to open a dialog box that provides options for resolving the alert.

  5. Do one of the following:

    • If you want to accept the Remote Assistance request and join the remote session, click Accept the Remote Assistance request.

      ImportantImportant
      You cannot accept a remote assistance request on a Mac computer that is running the Windows Intune administrator console.

      The following status message is displayed to the user: Your request was accepted. Follow the instructions in Easy Assist to share a program or your desktop with your system administrator.

    • If you do not want to join the remote session, close the View Troubleshooting Information window, and then click Close This Alert in the alert Properties window.

      noteNote
      When you close a Remote Assistance alert, a status message that states that you declined the request is displayed to the user who opened the request, and the request is closed. To request Remote Assistance again, the user must send a new Remote Assistance request by using Remote Assistance via Microsoft Easy Assist in the Windows Intune Center console. The Windows Intune Center shortcut is available on the managed computer’s Start menu. If you accidentally close a Remote Assistance alert, contact the user who sent the Remote Assistance request, and ask the user to send a new request.

See Also

 
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