Cannot start Windows Remote View/Control until Remote Assist installsSolved

For Windows remote view/control, the Hexnode Remote Assist app must be installed on the target device in addition to the Hexnode UEM app. Check the following first:

1. Go to Admin > General Settings in the Hexnode console.
2. Under Remote View & Control Settings, enable:
   – Enable Remote View
   – Enable Remote Control
3. Under Hexnode App Updates, enable the option to install/update the Hexnode Remote Assist app on Windows devices.
4. Save the changes.

On the target Windows device, also ensure that Remote View and Remote Control permissions are enabled inside the Hexnode Remote Assist app.

After this, go to Manage > Devices, select the Windows device, and try Remote View/Control again. You can choose either User level access or System level access when starting the session. System level access is required if you need to interact with UAC prompts or system-level screens.

I had the same issue. The admin setting was already enabled, but the device only showed Hexnode UEM installed. The Remote View/Control option was there, but the session wouldn’t start.

If the Remote Assist app has not installed automatically yet, you can trigger it manually from the device page:

1. Go to Manage > Devices.
2. Open the affected Windows device.
3. Go to Device Summary > Enrollment Details.
4. Find Hexnode Remote Assist and click Trigger.
5. Check Action History and confirm that the Install Application action changes to Success.

You may briefly see a status similar to “Installation initialized” while the installation is being pushed. Once the Remote Assist app installation is completed, the device should show it as installed and the remote session can be started.

That worked for me. After clicking Trigger, it first showed installation initialized, then changed to installed. Remote View/Control started working after that.

If you want to start future remote view sessions without requiring the user to approve the prompt on the Windows device each time, configure Unattended Remote Access:

1. Go to Policies.
2. Create a new policy or edit an existing one.
3. Navigate to Windows > Troubleshooting > Unattended Remote Access.
4. Enable the available unattended remote access options.
5. Add the target Windows device under Policy Targets and save the policy.

After the policy is applied, supported remote sessions can be initiated without user intervention on the device.