SASE Remote Assistance lets IT staff remotely view and control endpoint devices through the SASE client app, reducing resolution time without on-site visits.
How Remote Assistance works
Remote Assistance is built into the SASE client app. A controller views and operates a controlled device in real time. Two roles participate in each session.
|
Role |
Description |
|
Controller |
The IT support staff or administrator who initiates remote control. |
|
Controlled device |
The endpoint device being remotely controlled. The user must accept the control request before the session starts. |
Use cases
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Remote troubleshooting: Diagnose and resolve endpoint issues in real time by remotely controlling the device.
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Guided operations: Walk users through configurations or software installations by directly operating their devices.
Prerequisites
Make sure the following requirements are met:
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The latest SASE client app is installed on both the controller and the controlled device.
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Both devices are connected to the network and can communicate with the SASE service.
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Remote Assistance is enabled on the controlled device.
Remote Assistance is a client app feature. No SASE console configuration is required.
Enable Remote Assistance on the controlled device
The controlled device user must enable Remote Assistance before a session can start.
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Open the SASE client app on the controlled device.
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Go to Settings > General Settings.
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Turn on Allow Remote Assistance.
After you enable this setting, other users in your organization can send remote control requests to this device. Turn off this setting at any time to block incoming requests.
Initiate remote control from the controller
The controller initiates a remote control session from the SASE client app.
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Open the SASE client app on the controller device.
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Go to Settings > Toolbox.
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Click Remote Assistance.
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Search for the target user by username.
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In the search results, click the target endpoint to send a remote control request.
Accept a remote control request
After the controller sends a remote control request, the user of the controlled device receives a notification.
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On the controlled device, view the remote control request notification.
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Click Accept to allow the controller to access the device.
After the user accepts the request, the session starts and the controller can view and operate the device in real time.
If the user declines or ignores the request, no session is established. The controller must send a new request.
Remote control session operations
During a session, the controller can perform the following operations:
|
Operation |
Description |
|
Mouse and keyboard control |
Operate the controlled device as if you were physically using it. |
|
Screen viewing |
View the controlled device screen in real time. |
|
Auxiliary toolbar buttons |
Use toolbar buttons for quick actions such as sending key combinations or adjusting display settings. |
To end the session, either the controller or the controlled device user can disconnect at any time.