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David Bullock
Asked: 2011-11-17 06:21:14 +0800 CST

How can I peer into a Windows user's RDP session for support, where I initiate the support session?

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I've used both WebEx and GoToAssist, but neither of them have a story to tell for 'unattended' access of a user's desktop unless the user is using the machine's primary console. Unattended in the sense that they phone me and I then appear in their session, rather than they visit a website and enter their details and wait for me.

This is a common use-case, since the users' machine is a virtual desktop, and the session broker is connecting the user via RDP. They never have a session with their desktop unless it's a remote desktop session.

At the moment, if I use either of the said products to get an unattended support session going, all I can see is the login screen of the physical console, telling me that a remote session is in progress.

Are there alternative tools which will make me happy?

UPDATE: People are asking what I am doing, so here is the basic overview:

  • A user's desktop is Windows XP/7 virtualised by VMWare's hypervison. It runs on a central server.
  • The user accesses their desktop using a keyboard/display provided by a "Sun Ray". Ultimately the Sun Ray uses an RDP sessison to connect to the virtualised desktop.
  • As with regular desktops, when someone is logged on with an RDP session, the main display of the desktop invites you to CTRL+ALT+DEL to login, noting that someone else is already connected remotely.
  • With WebEx and GoToAssist, if you use their 'unattended' solutions to try and help out the user of the machine, you'll see the login prompt of the virtual desktop's main monitor, rather than the RDP session where the user actually needs help.
  • Since that's not helpful, I seek a product which will show me the user's RDP session, rather than the virtual desktop's main display.

I hope that explains it.

I am following up Sam's suggestion with the vendor, and will report back.

remote-access rdp unattended

4 Answers

  1. Have you looked into Bomgar?

    You could use a free trial to see if it would meet your need. The Jump Client feature allows for unattended access, although I'm not sure how things would work in an RDP environment

    http://www.bomgar.com/remotedesktopaccess/trial-bomgar.htm

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  2. Look up NetSupport Manager, no login etc., just enter the IP address and you see what's on their screen

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  3. Have you tried Windows Remote Assistance? It does require some setup, but should initiate a connection to the virtual desktop and "shadow" the currently logged in user. We do this with users that RDP to the desktop and we provide support to them remotely as well. it does require the user to be present to click "ok/yes" twice to let you see their session and then to remotely control it.

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  4. Perhaps TeamViewer can help you? I'm using this often for unattended access / Remote support. I'm not using the exact use case as you but its free to try so perhaps you can have a look to see if it can help you?

    Good luck!

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