You can connect to a Windows 10 device and start a VMware RemoteHelp (Standard and Plus) session easily by taking the following steps.

Procedure

  1. Using your CRM application, initiate a connection by sending an email to the device end user.
    • The VMware RemoteHelp console appears in a new tab of your browser.
  2. The VMware RemoteHelp console displays the Download Application step with each substep as a bullet. Select Windows from the drop down menu to the right side of the screen to make the panels and steps specific to the platform.
    • The console indicates that an email has been sent to the user from Customer Support.
    • The email requests that the end user download the VMware RemoteHelp application by selecting the link provided.
    • Select each individual bullet to display details about the step to guide the host device user.
  3. After the end user selects the Download for Windows button, ensure they also select the Copy URL button that displays underneath.
  4. Select the Install Application step and direct the host device user to install the VMware RemoteHelp app.
    • Direct the host device user to follow each of the steps presented on screen.
  5. Select the Device Enrollment step and direct the user to accept the Privacy Prompt by selecting I Understand on their Mac device.
  6. Direct the host device user to paste the App link (copied in step 3 above) in the space provided.
  7. Direct the end user to select the Start Session button.
  8. The device is enrolled into VMware RemoteHelp automatically.
    • The VMware RemoteHelp console displays Connection initiating... followed by Connection initiated successfully.

      remotehelp,connection,sequence,pin,prompt

    • The VMware RemoteHelp console displays the 4 phase connection sequence. At phase 2, Waiting for device connection, the host device user is notified to supply a four-digit PIN.
  9. The VMware RemoteHelp console displays a PIN number. Communicate this PIN to the user and direct them to enter it into the PIN Prompt that appears and select Accept on their machine.
    The host device fully connects to a Remote View (read only) session, revealing the full VMware RemoteHelp console featuring the Client Tools toolbar at the top and the Device Summary panel to the right.
  10. You can request a full Remote Control session from the host device user by clicking the Remote View icon () and selecting Remote Control.
    Direct the host device user to enable screen control by taking the steps as outlined in the on-screen prompt. Keep in mind that it is within the host device user's right to actively deny full remote control.
  11. Whether or not you have full Remote Control capabilities, inquire what the issue is that the user is experiencing.
    • If you have full Remote Control, assess the host device user's description of the issue, then troubleshoot, investigate, and apply a fix.
    • If you lack full Remote Control, describe to the user the steps they must take to apply the remedy to their own machine.
  12. Once the remedy is complete, select the disconnect button () in the toolbar to terminate the session.