Common Tasks; Helpdesk Tasks - Remote Viewing And Controlling A Device Session - NComputing L300 User Manual

This section provides some examples of frequently-encountered administrative tasks that utilize many
of the features outlined in the previous sections.
7.1 Helpdesk Tasks - Remote Viewing and Controlling a Device Session
For this example, we'll simulate remotely viewing and then controlling an active vSpace session. These
actions will demonstrate the following vSpace console features:
Locating sessions by windows login credentials
•
Viewing a session remotely
•
Controlling a session remotely
•
The Scenario:
A device user is having trouble and has called their office helpdesk service to assist them. The nature of
the issue suggests that the easiest solution may be to have a technician take over their session
remotely and perform a few troubleshooting tasks. In this scenario, the user doesn't know what their
device name is but provides the Windows Login Name that they used to log in to Windows. They've
connected to the Sales1 server, which is one of many virtual machines hosted within the office.
Step 1 – Open the vSpace NC-Console:
The technician logs into the Sales1 server (using the virtual machine's console application, such as
VMWare's vSphere Client). Once logged into the server, the technician launches the NComputing vSpace
NC-Console. (If this host were on a "bare metal" system, they could just as easily have opened an RDP
session or, if the host were located in their part of the office, they could simply go to the host itself and
log in to the host using an admin account.)
Step 2 – Determine which session is being used by the device in question:
Under the "L-series" section of the vSpace console, the technician would then locate the device by
searching for the Windows Login Name provided under the "User Name" column of the L-series device
list (outlined in 5.1 L-series of this guide). Click at the top of any column to allow them to sort by this
column to quickly find the user in question. In this scenario, we'll assume it was Session 2.
Step 3 – Use the Session Controls to perform the desired helpdesk tasks:
The technician would then open the "Sessions" section of the console (4.1 Session Overview and 4.2
Session Information) and left-click on Session 2 in the left navigation tree, revealing several session
control options (4.3 Session Controls) along the top of the screen. These controls allow them to
remotely view and then control the desired user session.
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7.0 Common Tasks
NComputing L300 and L350 User Manual
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