Remote Assistance Feature In SCCM 2012 R2

In this post we will take a look at Remote Assistance feature in SCCM 2012 R2. Remote Assistance feature is a convenient way for someone you trust, such as a friend or technical support person, to connect to your computer and walk you through a solution. With the help of Remote Assistance feature you can invite someone to connect to your computer. After he or she is connected, that person can view your computer screen and chat with you about what you both see. With your permission, your helper can even use his or her own mouse and keyboard to control your computer and show you how to fix a problem. You can also help someone else the same way. Please note that Remote Assistance will not work in cases when the outbound traffic from port 3389 is blocked.

So what is difference between Remote Control feature and Remote Assistance feature ?

Remote Control is a feature of Configuration Manager 2012 which when enabled, a machine can be remote controlled without the need of a user being logged on at that time. In SCCM 2012 R2 Remote control behavior depends on the effective default or client device settings on the ConfigMgr client.

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Remote Assistance is a Windows feature. Here the user has to accept the request of the administrator and a machine cannot be remote controlled when no one is logged on.

After knowing about the Remote Assistance feature, we will now make use of Remote Assistance feature in SCCM 2012 R2 to assist a user in resolving his system issues. Also to make use of Remote Assistance feature in SCCM 2012 R2 there are few settings that needs to be enabled. We will do it step by step.

Enable Remote Assistance

By default the Remote Assistance feature is not enabled in Windows Server 2012 R2, to install the Remote Assistance feature, on the SCCM site server, open the Server Manager, click on Manage, click Add Roles and Features, click Next and Enable Remote Assistance and complete the wizard.

Remote Assistance Feature In SCCM 2012 R2

You can create a Custom Client Device Settings and configure Remote Assistance settings and then deploy it to a device collection. On the left pane click Remote Tools, on the right pane set Manage unsolicited Remote Assistance settings to Yes and set Manage solicited Remote Assistance settings to Yes. When set to Yes, Configuration Manager manages remote assistance settings where the user at the client computer either requests (solicits) or doesn’t request assistance. For Level of access for Remote Assistance set to Full Control. Click OK.

Remote Assistance Feature In SCCM 2012 R2

To provide Remote Assistance, right click on one of the computer and click Start and then click Remote Assistance.

Remote Assistance Feature In SCCM 2012 R2

When you click Remote Assistance, the request is sent to user logged in to that machine.

Remote Assistance Feature In SCCM 2012 R2

On the client machine click on Yes to accept Remote Assistance.

Remote Assistance Feature In SCCM 2012 R2

Once the user accepts the request, we see the desktop of the user. To take control over the user computer click on Request Control.

Remote Assistance Feature In SCCM 2012 R2

On the client machine click Yes to allow the SCCM admin take control over the computer.

Remote Assistance Feature In SCCM 2012 R2

On the client machine, the user can use the chat feature and chat or exchange messages with the SCCM admin.

Remote Assistance Feature In SCCM 2012 R2

When you click Settings you get few options such as save the log file for the session, Bandwidth usage etc. To stop sharing the screen you can press Stop sharing.

Remote Assistance Feature In SCCM 2012 R2

If the option Save a log of this session is enabled, the log files of the session are saves and can be found at :-

SCCM Site server : [System Drive]Users[UserName]DocumentsRemote Application Logs

Remote Assistance Client : [System Drive]Users[UserName]DocumentsRemote Application Logs

Remote Assistance Feature In SCCM 2012 R2


  1. Avatar photo Abdulrehman Altaf says:

    thanks, good article Prajval simple and direct ……
    you don’t need connectivity to the SCCM host for the remote feature because ultimately it’s a connection made between your workstation and the remote one. We have the SCCM console installed on the IT machines so the remote control is from our machine to the user’s not from the SCCM host.
    Remote control in ConfigMgr is a simple, point-to-point connection on TCP port 2701 from the system running the remote viewer tool to the system being controlled. Thus, just like any network traffic, there must be a routable path between the two and the traffic must be allowed via any firewalls and ACLs. If you use a DNS name, then, of course, the name must be resolvable to a valid IP as well.

  2. Hi thanks for all your effort for making SCCM so Easy for learning and implementing.

  3. Avatar photo Pedro Roeseler says:

    Hi Prajwal. Great article once again!
    Is there a way for the client to request the remote assistance instead of being the Admin to start the process?
    I’m asking this because we have a problem with some devices where we cannot resolve the name; what happens is that, since some employees connect their Laptops to the wired network as well as wireless network, the DNS dynamic updates take some time to reflect the current IP address of the machine and therefore SCCM cannot reach the machine. We have a workaround that consists on using the command “nbstat -a hostname” to use netbios instead but this doesn’t always work…
    Instead of having to ask the user for the machine’s IP address, it would be much simple if he could request the remote assistance.

    Thanks in advance!

  4. Thank you Prajwal, since I started with installing and configuring SCCM your instructions have been a great help. I have also tried Remote Assistance Now, it is also working perfectly.. I am Greatful!!!

      1. Avatar photo Ketan Kamble says:

        If we want to disable the Remote tool in future , Is it possible ?

  5. Hi Prajwal, first I would like to thank you for your efforts to make understanding and working with sccm easy for us.I have a question, is remote assistence or remote control is going to work with computers joined to the domain but sitting outside the corporate network? I have some cases that some employees take their computers home and they need assistence.Thanks

    1. If they are connected to company network via VPN then yes it will work else it won’t.

      1. Thank you so much, keep on the GOOD WORK

      2. Avatar photo Emil Skibsted says:

        Not even if you have a IBCM server setup?

  6. Avatar photo Tejas Patel says:

    Good Article Prajwal…

  7. Avatar photo Naveen Punj says:

    Nice job Prajval.
    How to disable outbound traffic from port 3389?

    1. Hi Naveen, you must create an outbound rule and open the port 3389 on the firewall.

      1. @ Naveen – Log in to your DC, open Group policy management editor, create a new policy. Edit the policy and check the attachments and follow the below steps.

        Step 1 – Right click Outbound Rules and create a new rule

        Step 2 – Select port and click next.

        Step 3 – Select protocol as TCP and enter port number 3389.

        Step 4 – Allow the connection. After you complete repeat the same for UDP and port 3389.

        1. Avatar photo Naveen Punj says:

          Got it… thanks once again

      1. Avatar photo Naveen Punj says:

        Ya prajval… actually I know we can create rules and enable or disable ports in firewall but I don’t know how to do this..
        If you can recommend me some good blogs to study, that will be appreciated.

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