You can request remote assistance from an administrator on your Enterprise Edition cloud desktop. You can also share your Enterprise Edition cloud desktop with others to start a shared collaboration, which they can join with a collaboration code. This topic describes how to request remote assistance and start a shared collaboration.
This topic uses the Windows client V7.13 and WUYING Workspace Enterprise Edition as examples.
Prerequisites
You are connected to an Enterprise Edition cloud desktop.
Before you request remote assistance, an administrator must enable the Contact Administrator for Help permission for you. See collaboration policy.
Before you start a shared collaboration, an administrator must enable the User Stream Collaboration permission for you and all other collaborators. See collaboration policy.
Supported environments
Image
This feature only supports Windows system images that use Adaptive Streaming Protocol (ASP)
1.1.0or later, and custom images created from these system images.NoteYou can contact your administrator or log on to the Elastic Desktop Service Enterprise console and go to the Cloud Computers page to check whether your cloud desktop uses the ASP protocol.
If you need the collaboration feature but your cloud desktop does not use the ASP protocol, ask your administrator to upgrade the desktop. See Upgrade a cloud desktop or image to use the ASP protocol.
Client
The minimum client versions required for this feature are:
Software clients (Windows client, macOS client): V6.2
Web client: No version requirement
Hardware terminal: V6.3
Remote assistance
You can initiate remote assistance for Enterprise Edition cloud desktops in two ways:
Initiated by an administrator: An administrator can start a remote assistance session from the Elastic Desktop Service Enterprise console. After you receive a notification and accept the request on your cloud desktop, the session begins. See Start remote assistance.
Initiated by an end user: If you encounter an issue while using your cloud desktop, you can send a remote assistance request to an administrator. After the administrator accepts the request in the Elastic Desktop Service Enterprise console, they start a new remote assistance session. You must accept this new session request on your cloud desktop before the administrator can diagnose and resolve the issue.
To request remote assistance as an end user, follow these steps:
In the cloud desktop, open the floating ball and click Remote Assistance.
On the Remote Assistance Request page, click Send Now.
After the administrator accepts your request, they send a remote assistance invitation. When the Remote Assistance Request window appears on your cloud desktop, click Accept Request.
NoteIf the administrator does not respond to your request within 180 minutes, the request expires automatically. You must submit a new request.
To end the remote assistance session, click Exit Assistance.
Shared collaboration
You can start a shared collaboration to share your cloud desktop with other users. You can also use a collaboration code to join a shared collaboration started by another user.
Start collaboration
In the cloud desktop, open the floating ball and click Shared Collaboration.
Click Start Collaboration, and then click Copy to get the collaboration code. Send the code to other cloud desktop users and wait for them to join.
NoteIf you no longer need the collaboration, click Discard code.
After a collaborator joins, the shared desktop displays a Joined Shared Collaboration notification. After the collaborator leaves, a Stopped Shared Collaboration notification is displayed.
The collaboration code remains valid until you discard it. A collaborator can use the same code to rejoin the session after leaving.
If you try to join a session that is already in progress, you receive the following message:
The user is in a collaboration and cannot establish a session with you. Please connect later.A third person cannot join an ongoing shared collaboration, nor can you start a remote assistance session on that cloud desktop.
Join collaboration
To join a collaboration, obtain the collaboration code from the user who started it.
You can join a shared collaboration in two ways:
On the resource list page of the client, click the icon in the upper-right corner and click Shared Collaboration.
In the cloud desktop, open the floating ball, click Shared Collaboration, and then click Join Collaboration.
NoteAfter you join as a collaborator, you can use the floating ball to view the session Metrics and use the Fullscreen and Exit Fullscreen options.
Enter the collaboration code in the text box and click Join Now.
End collaboration
On the shared cloud desktop, click the
icon and then click End Collaboration.When the Shared Collaboration window displays the message
Are you sure you want to end the shared collaboration task for this cloud desktop?, click End Now.