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How to enable Remote View for Windows 10 devices?

Organizations might face many technical issues while remotely managing Windows devices. These include device malfunctioning, app crashes, corrupted drivers, etc. Conventional troubleshooting methods require administrators to perform onsite visits to diagnose the problems on the entire fleet of devices manually. However, such processes are tedious and time-consuming. Often, specific issues need instant diagnosis and rectification. If such problems are not fixed at once, it might deter device performance.

The Remote View feature allows administrators to remotely view and monitor devices from the Hexnode UEM console. It enables rapid real-time diagnosis of Windows devices. This helps them identify the problems and assist users in resolving the issues.

Notes:

  1. This feature is supported on Enterprise, Ultimate and Ultra subscription plans.
  2. Remote View is supported on Windows 10 PCs.
  3. Remote View is supported only on devices enrolled via the Hexnode installer as it requires the latest versions of the Hexnode Agent and the Hexnode Remote Assist apps to be installed on the device.

Configuring Remote View Settings in Hexnode Console

To start remote view, first enable the Remote View settings from the Hexnode console.

Enabling Remote View Settings

  1. Login to your Hexnode portal.
  2. Navigate to Admin > General Settings > Remote View & Control Settings.
  3. Check the option Enable Remote View. It adds the ‘Remote View’ section on the device summary page of the Hexnode UEM portal.
  4. Click Save.

Remote view and control settings

Enabling Hexnode Update Helper Settings

  1. Login to your Hexnode portal.
  2. Navigate to Admin > General Settings > Hexnode Update Helper.
  3. Check the Install/Update Hexnode Remote Assist app on Windows devices option. Enabling the option helps to automatically install or update the Hexnode Remote Assist app on the devices.
  4. Click on Save.

Configure Hexnode Update Helper settings to enable remote view

To start a remote view session on Windows devices

Follow the steps mentioned below to enable remote view on Windows devices using Hexnode UEM.

  1. Login to your Hexnode portal.
  2. Navigate to Manage > Devices.
  3. Identify and select the device from the list of enrolled devices.
  4. On the Device Summary page, click on Start Session under ‘Remote View’.

    Notes:


    The Hexnode Remote Assist app on the device enables remote view on Windows devices. This app generates the permission prompt for a remote session on the device when the administrator initiates the ‘Start Session’ action from the Hexnode portal. The user must grant permission for the administrator to remotely view the device screen. The user also has to agree to the EULA terms and conditions for the Hexnode Remote Assist app when the administrator initiates a remote view session on the device for the first time, or when the user opens the Hexnode Remote Assist app for the first time.
    Agree the EULA terms and conditions for the Hexnode Remote Assist app

  5. The remote view session starts on the portal once the permission is granted.
  6. Click on the Stop/Restart button to end/resume the remote view session, respectively. Click on the Maximize button to fit the remote view session to full screen.


Notes:

  • While the administrator initiates the remote view session, the user can accept/decline the permission request from the device end. Declining it prevents the administrator from remotely viewing the device screen from the Hexnode UEM console.
  • If the user accepts/declines the permission leaving the ‘Don’t show again’ option unchecked, the user is permitting/denying only a particular session. On the contrary, if the ‘Don’t show again’ option is enabled, no more permission requests are raised the next time. The response (accept/decline) initially given by the user when the request is raised will be considered the default permission the next time a remote view session is initiated.
  • After granting permission for a given session, the user must also select the screen explicitly on the ‘Remote Assist app’. In case the device supports multiple screens (for instance, an extended screen using HDMI ports), the user should choose either of the screens. The administrator will be able to view the screen that the user selects.
  • The user can switch between the screens using the ‘Remote Assist app’ on devices with extended screens. However, the selected screen gets forecasted on the Hexnode UEM portal only on the next remote view session.
  • Despite which option the user chooses (Accept/Decline) while the permission request is raised, permission can be revoked or changed from the Hexnode Remote Assist app at the device end.

Hexnode Remote Assist prompts for permission to remotely view Windows device

  • Managing Windows 10 Devices