Unified Remote Access Management via Hexnode: Windows vs. macOS

In today’s decentralized work environment, Remote Access Management has shifted from a “nice-to-have” IT perk to a critical business necessity. As organizations move away from traditional office boundaries, the ability to securely oversee and troubleshoot devices from a central location is what keeps the modern enterprise functional.

Why Remote Access Management is critical?

• Distributed Workforce Support: IT admins can no longer walk over to a desk to fix a software glitch.
• Security & Compliance: Troubleshooting happens over encrypted channels rather than insecure third-party tools.
• Reduced Operational Costs: Eliminates the need for expensive on-site visits and hardware shipping.
• Business Continuity: Rapid response to system failures minimizes downtime.

Remote Access Management via Hexnode UEM: Mac & Windows

Hexnode UEM simplifies remote management through its Remote View and Remote Control features. While both platforms share a similar workflow within the Hexnode portal, the technical implementation on the device end differs slightly.

Strategic Comparison: Choosing the right approach

Windows: Built for Deep, Unattended Control

• Ideal Use Cases: Kiosks, digital signage, headless systems, or off-hours maintenance.
• Key Value Proposition: Windows delivers maximum administrative control. Hexnode enables system-level access, allowing IT to troubleshoot without any user involvement.
• Standout Feature: True Unattended Access. Admins can securely view and control devices even when no user is logged in. Using a System-level session, UAC prompts are bypassed automatically, enabling full access after a single login (including post-restart scenarios).

macOS: Secure, User-Centric Remote Support

• Ideal Use Cases: Knowledge workers, BYOD environments, and privacy-sensitive organizations.
• Key Value Proposition: macOS prioritizes user privacy. Remote access is powerful but always permission-based, ensuring transparency and compliance with Apple’s security standards.
• Standout Feature: User-Granted Permissions. Apple requires the end-user to manually allow “Screen Recording” and “Accessibility” permissions, ensuring the employee is always aware of IT intervention.

Global Configuration: The First Step

Before deploying remote capabilities to specific endpoints, you must activate the feature-set within the Hexnode environment:

1. Login to the Hexnode UEM Portal.
2. Navigate to Admin > General Settings.
3. Locate Remote View & Control Settings.
4. Enable both Remote View and Remote Control checkboxes.
5. Click Save.

Remote Access Management for Windows

Key Features:

• Remote View: Rapid real-time screen monitoring for visual diagnostics.
• Remote Control: Full peripheral redirection for mouse and keyboard interaction.
• Unattended Access: Enables silent entry into the device, perfect for managing digital signage, kiosks, or performing maintenance while the user is away.

Requirements:

Remote View/Control is supported on Windows 10/11 devices enrolled via the Hexnode Installer, as it requires specific versions of the Hexnode Agent and Hexnode Remote Assist apps:

• For Remote View: Hexnode Remote Assist (v4.1.7.0+) and Hexnode Agent (v4.5.0+).
• For Remote Control/Unattended Access: Remote Assist (v7.0.0+) and Hexnode Agent (v10.0.0+).

Execution Workflow:

To manage a Windows device, follow this sequence to move from initial connection to full administrative control:

1. Initiate the Connection (Portal)

• Select Device: Go to Manage > Devices on the Hexnode UEM console and select the target Windows device.
• Start Session: Click Remote View/Control > Start Session.
• Choose Access Level:
  • System Level (Recommended): Grants full administrative access, allowing you to interact with UAC prompts.
  • User Level: Restricted to standard user permissions; cannot interact with system-level prompts.

2. Establish Remote View (Device-Side)

• User Approval: The end-user must accept the EULA and grant permission via the Hexnode Remote Assist app.
• Active Stream: Once accepted, the live device screen will display in your Hexnode portal.

3. Elevate to Remote Control

• Request Control: Within the active Remote View window, click the Request Control button.
• Peripheral Activation:
  • Admin: Click Initiate Remote Control in the portal.
  • User: Must click Accept on the device prompt and select which monitor to share (if using multiple screens).
• Toggle Permissions: Ensure “Remote View” and “Remote Control” are toggled ON within the Remote Assist app on the device.

4. Session Management

• Stop Remote Control: Reverts the session to “View Only” mode.
• Stop/Restart: Completely ends or refreshes the connection.

Unattended Remote Access (Windows)

Premium feature for managing headless systems, digital signage, or off-hours maintenance without user intervention.

1. One-Time Policy Configuration

1. Navigate: Policies > New Policy > Windows > Troubleshooting > Unattended Remote Access.
2. Enable: Check both Enable unattended remote view and Enable unattended remote control.
3. Deploy: Attach to target devices/groups and Save.

2. Executing a Silent Session

1. Launch: Under Manage > Devices, select the device and click Start Session.
2. Silent Mode: Select System Level and check the box “Initiate session without user interaction.”
3. Command: Click Start to begin viewing immediately. Within the viewer, click Initiate Remote Control to take command of the mouse and keyboard without a user prompt.

Remote Access Management for macOS

Key Features

• Remote View: Enables IT admins to view the macOS screen in real-time, allowing for efficient remote diagnostics and support.
• Remote Control: Enables full control over mouse and keyboard actions. This functionality is contingent on the user granting specific permissions.
• Permission-Based Access: Due to macOS security protocols, the following permissions must be manually granted by the user in System Settings:
  • Screen Recording: Required for the administrator to see the desktop.
  • Accessibility: Required for the administrator to inject mouse and keyboard inputs.

Requirements:

To ensure compatibility with Apple’s security architecture, the following versions are required:

• Operating System: macOS 10.12 or higher.
• Hexnode UEM App: Version 7.0.0+.
• Hexnode Remote Assist App: Version 4.1.0+

Execution Workflow:

1. Starting a Remote View Session

• Select Device: In the Hexnode portal, go to Manage > Devices and select your target macOS device from the list.
• Initiate Session: Click on Remote View/Control, then select Start Session.
• Verify Requirements: Review the displayed requirements (such as necessary permissions or app installations) and click Start Session again to proceed.
• Device Approval: Once the user accepts the prompt on the macOS device and grants the required permissions, the live stream will begin in your portal.

2. Elevating to Remote Control

• Establish Connection: Ensure there is already an active Remote View session running in the widget.
• Request Access: Click on the Request Control button within the session window.
• User Authorization: The end-user must approve the control request on their Mac.
• Terminate Control: To revert to view-only mode or end the interaction, click on Stop Remote Control.

Quick Comparison Table

While Hexnode provides a unified remote access interface, Windows devices offer greater automation and administrative depth, whereas macOS devices enforce stricter user-consent and privacy controls. Understanding these platform-level differences is critical for designing an effective remote support strategy.