Horizon deployments can use Workspace ONE Assist to assist users with virtual desktops and apps and troubleshoot issues in real-time. Remote support sessions are launched directly from the Horizon Cloud console.

To begin a new remote session using Workspace ONE Assist for Horizon, follow the procedure:
  1. Log in to the Horizon Universal Console at https://cloud.horizon.vmware.com/.
  2. In the search field at the top of the page, enter the username of the Windows 10 VDI.

    The search results display the user sessions.

  3. Select the appropriate device name to view the session details.
  4. Click the Workspace ONE Assist button to establish a remote connection.
    Note: If the minimum requirements for enabling Assist for Horizon deployments are not met, the Workspace ONE Assist button appears dimmed and unavailable. See Requirements for Horizon with Workspace ONE Assist.
  5. Provide your consent to connect to the remote device with Workspace ONE Assist.

    The Assist console is launched in a new tab to start the remote session.

    A four-digit PIN displays intended for the end-user of the host device.

  6. Communicate the PIN to the end user and ask the user to enter the PIN and click the Agree button to authorize the remote session.

    If they enter the PIN and consent to the remote session, the remote session begins, and the help desk admin takes control of the end-user device.

    Note: If you are facing technical issues, open a support request for the technical support team. For information about filing a support request, see the VMware Knowledge Base (KB) article https://kb.vmware.com/s/article/2006985.

Privacy Notices and End-User Prompts

Workspace ONE Assist provides end users visibility and transparency during remote control sessions by displaying privacy notices, on screen prompts, notifications, and an on screen toolbar giving the end user power over the remote session.

Privacy Notices

When the end user launches Workspace ONE Assist for the first time, whether in Attended or Unattended mode, they see a Privacy Notice that informs them of the data accessed by the Assist application. Attended sessions always present the end user with a PIN prompt. However, if the application is launched for the first time through a connection process, the privacy notice is displayed only on the Attended mode agent. The Unattended mode agent does not display a privacy notice during the connection process.

PIN Prompt at the Beginning of a Session

When you start a session in Workspace ONE Assist, a four-digit PIN displays as a pop-up message to you, the admin. You must provide this PIN to the host device end user so they can enter it into the PIN prompt on their device. Communicate this PIN by telephone, text message, or email. This exchange represents the host device end user's acknowledgment of the privacy notice. The end-user grants access (by entering the PIN you provide) or denies access (by not entering the PIN you provide).

Note: VMware collects data such as analytics through Workspace ONE Assist. This data helps VMware to improve the product functionality. For information about how VMware handles the collected data, see https://www.vmware.com/help/privacy.html.

The Halo

When you use any client tool (Remote Control, File Manager, or Remote Shell), a blue outline is drawn around the outer edge of the host device end user's screen called a "halo". This halo serves as a persistent notification that a Workspace ONE Assist session is active.

There is a toolbar that appears with the halo. This toolbar gives the host device end user the power to pause a session and the power to disconnect the session entirely. The toolbar also indicates when the screen is being recorded

Permission Prompts

When you start any other client tool during a Screen Share session, the end user is again asked permission for access.

For example, an end user enters the PIN provided by the Admin resulting from initiating a Screen Share session. This action grants the Admin view only access to the end user's Windows 10 device to troubleshoot a problem. During this Screen Share session, the Admin starts the Manage Files client tool. Before the Admin gets to see and manage the end user's files remotely, the end user of the host device must select Deny or Allow from the Manage Files prompt that appears. The Screen Share session is not impacted by either choice. However, the Manage Files session cannot proceed until after the end-user grants access.

Agent Modes

The PIN prompt and User Consent prompts are displayed only during an Attended mode of connection. When using Workspace ONE Assist in Unattended mode, no device notifications are provided when a remote management session is active. You are solely responsible for notifying device end users of Assist sessions in unattended mode.

Notifications Sent Per Video Recording and Screenshot

For Windows 10 devices, the first time you initiate a video recording or request a screenshot in a session, the host device end user is prompted to grant permission. After the end-user grants permission, each subsequent video recording or screenshot made in the same session results in a 'pop-up' on-screen notification instead of a permission request.

These notifications, together with the PIN prompts and the other permissions, are designed to foster transparency during any Workspace ONE Assist session.

For more information about VMware's stance on privacy, see the VMware Privacy Notice.

Session Collaboration Notifications and Prompts

Device end users receive a popup notification for each participant that joins the active session collaboration.

Main Menu Toolbar

The Workspace ONE Assist client provides support tools to facilitate troubleshooting and remotely controlling end-user devices. Not all client tools are available for all platforms.

The main menu toolbar appears in the top-center of the Workspace ONE Assist client screen, giving you direct access to multiple features and functions.

Assist, ARM, remote, control, screen, share, toolbar, troubleshooting
Icons Description
Home icon The Home button gives you access to all the client tools including Manage Files, Remote Shell, and Share Screen.
Information icon The Info button displays the session logs, the VMware Privacy Policy, and the version number of Workspace ONE Assist.
Screen share icon with a green dot The Screen Share button indicates when an active Screen Share session is running.
Fit to screen icon The Fit to Screen button stretches or shrinks the remote device skin in a way that makes it fully visible given the current size of the Assist window.
Multi-monitor icon The Multi-Monitor button appears when your host machine has more than one monitor attached. It allows you to select which monitor you want to view or control. Only one monitor may be viewed or controlled at any given time.

For more information about using multiple monitors provisioned by a Horizon Cloud pod in Microsoft Azure, see the topic Multiple-Monitor Support for Desktops and Remote Applications Provided By a Horizon Cloud Pod in Microsoft Azure found in the VMware Horizon Cloud Service documentation.

Virtual Keyboard icon

The Virtual Keyboard button starts the on-screen keyboard. You can find details about the virtual keyboard in its own section of this topic.
Record icon The Record button initiates a video recording of the remote session. For more information, see Capture Video and Images.
Camera icon The Screenshot button takes a static screenshot of the remote session. For more information, see Capture Video and Images.
Cursor arrrow icon

The Control Screen button indicates that a Control Screen session is running.
Folder icon with a green dot The Manage Files button gives you access to storage space on the host device. For more information, see Manage Files.
Folder icon with a plus The Add Folder button lets you add a new storage folder on the host device.
Redo arrow icon The Refresh button refreshes folder views and their contents. This can be useful when you work with session collaborators who contribute files to host storage.
User icon

The Session Collaborate button lets you invite other participants into your active Share Screen and Remote View session. Getting extra help can be useful to troubleshoot advanced issues. Select this button to invite Guests to your active session. For more information, see Session Collaboration.

Bubble speech icon The Chat button lets you exchange text messages, including private messages, between all the participants of an Assist session: the remote user host, the Assist console user who initiated the session, and all session collaborators. See below for details.
Horizontal three dot icon The Ellipsis button contains access to Shortcuts and the System Summary. You can find details about each of these screens in their own sections of this topic.
Full screen icon The Fullscreen button maximizes the Assist window in such a way that it fills the display at its current maximum resolution.
Cross check icon The End Session button stops the currently running session.

Virtual Keyboard

The virtual keyboard is used to send platform-specific key commands, language-specific keys, and other special keystrokes to the remote device.

For example, if your remote management device is an Apple Mac, you must use the virtual keyboard to send a Windows key keystroke to the Windows 10 remote device.

If you remote into a device that is configured in a different language than your remote management device, you must use the virtual keyboard to access those special keys.

Lastly, the virtual keyboard lets you send special keystrokes to the remote device, ensuring they are not confused with keystrokes for your own device, for example Ctrl-Alt-Del.

Copy & Paste with Virtual Keyboard

The virtual keyboard is the method by which you can copy a string of text from your remote management device, and paste it onto the remote device.

Initiate copy & paste during a Share Screen session by taking the following steps.

  1. On the remote management device, select a text string from your application of choice.
  2. Copy it to the clipboard by hitting Ctrl-C on your keyboard.
  3. Switch to the Share Screen session and open the virtual keyboard.
  4. Click anywhere in the grey colored area that runs across the top of the virtual keyboard, to the right of the Auto Send switch.
  5. Paste it onto the virtual keyboard by hitting Ctrl-V on your keyboard.
  6. Ready the application on the host device to receive the text string. Do this by placing the pointer on the spot you want the text string to be pasted.
  7. Switch back to the virtual keyboard and select the green send button to the far-right of the virtual keyboard to paste it onto the application you made ready above.

Chat

You can exchange text messages to and from the device end user and session collaborators no matter what client tool you use. You can also send private messages to individual session participants. Chat is available during Assist sessions on Windows 10 devices.

  • Initiate a chat session by selecting the Chat icon bubble speech icon from the main menu toolbar of the Assist Console.
  • End users access the Chat tab from the Assist application installed on their devices in both Attended and Unattended modes.
    • Only devices connected by Attended mode receive notifications about chat messages.
  • The Chat feature is available while using any Assist Client Tool including Manage Files, Remote Shell, and so on.
  • To send a private chat message, select an individual participant from the To: drop down menu.
  • You can get the device end user's attention of an incoming chat message by selecting the Chat Bullhorn button Megaphone and loudness icon. This button directs the connected device to emit an audible signal, which can be useful for when the end user is in a noisy environment.

Shortcuts

The shortcuts menu grants access to common administrator tools and useful functions. You can pin the shortcut menu to the screen, giving you immediate access to these functions without having to select the button from the toolbar.

  • Command Prompt
  • Control Panel
  • Ctrl-Alt-Del
  • Event Viewer
  • Lock Screen
  • Log Out of device (including confirmation prompt for end user)
  • Network and Sharing screen
  • Registry Editor
  • Restart PC
  • Services
  • Show Desktop
  • Task Manager

System Summary

Use the system summary information to diagnose issues on a device while connected. There are five subsections within System Summary.

  • The Device Information pane provides at-a-glance information about the remote device during troubleshooting. The pane displays signal strength, battery, network status, storage, and main memory information.
  • The Application List subsection displays all the installed applications on the device.
  • The Process List subsection displays all processes running on the device and includes the option to kill or stop only those processes that can be killed.
  • The Service Book subsection displays all services running on the device.
  • The Share Screen subsection displays a historical log of all prior remote sessions.

All the content in each subsection can be searched using the Search list below feature, located in the upper-right corner of the System Summary screen.

You can also select the Export button (to the right of the search function) to export each subsection to an Excel-viewable file saved to your device for detailed analysis.

Device Whiteboard

The device whiteboard functionality allows you to highlight a specific item to the user. The whiteboard allows you to draw, highlight, and point to areas on the screen.

To use the whiteboard, select the whiteboard icon (Pen brush inside a circle icon) in the bottom right of the device screen view.

The whiteboard menu consists of the following items.

Menu displays the Shapes, Color, Size, Border style, and Fill style for shape.

Share Screen

The Share Screen tool is the section of the Workspace ONE Assist which allows you to control the end-user device remotely for troubleshooting and research purposes.

For more information about the main menu toolbar, see Main Menu Toolbar.

Figure 1. Share Screen Session

End-User Can Pause Share Screen Session

During a long share screen session, an end user might need to perform some activity that requires privacy, for instance, answering an email.

If an end user needs privacy, they can pause a remote control session by clicking the blue Pause button (Pause icon) located in the Assist window, which places the share screen session in a "hold" state. The end user can unpause the session by clicking the blue button again.

Capture Video and Images

You can capture video of your Workspace ONE Assist remote session and save it as a file to your download folder. You can do the same with still images (screenshots).

For Windows 10 devices, the first time you initiate a video recording or request a screenshot in a session, the host device end user is prompted to grant permission. After the end-user grants permission, each subsequent video recording or screenshot made in the same session results in a 'pop-up' on-screen notification instead of a permission request.

Devices in Unattended mode receive no permission requests and no notifications.

  1. Invoke the drop-down toolbar by selecting the down arrow at the top-center of your remote session window.
  2. Select the icon of the action you want to perform.
    • For video capture, select the round 'Record' icon (Record icon). Stop recording the session to video by clicking the same button.
    • For an image capture (screenshot) of the session, select the 'Camera' icon (Camera icon).
  3. Once completed, your captures can be found in the default downloads folder of your browser.
    • Video captures are saved as .WEBM files.
    • Image captures are saved as PNG files.

Manage Files

You can use the Manage Files client tool in Workspace ONE Assist to upload files, download files, download folders, rename files, and delete files on the device.

Upload a File

You can upload a file to the device you are managing remotely.

  1. In the active Workspace ONE Assist session and the Manage Files client tool activated, select the red, circular Upload button in the bottom-right corner of the screen.
  2. Select the Browse button and select a file you want to add to the device's file system.
  3. Select Close on the File Upload Completed confirmation.

Dowload a File

You can download a file from the device with the Manage Files client tool.

  1. In the active Workspace ONE Assist session and the Manage Files client tool activated, locate the file on the device you want to download.

    You can find the "breadcrumbs" style folder path at the top of the file listing a useful navigation aid.

  2. Select the Download button (Download icon).

    Downloaded files are saved according to your default browser's downloaded file action.

Rename a File

You can rename a file on the remote device using the Manage Files client tool.

  1. In the active Workspace ONE Assist session and the Manage Files client tool activated, locate the file on the device you want to rename.
  2. Select the Rename button.

    This button is located in the button cluster to the left of the Size column.

    The Rename screen displays where you can enter the new name for the file.

  3. Select OK to save your changes.

Select Multiple Files

You can select multiple files on the remote device using the Manage Files client tool. Multi-selecting files can be useful if you want to cut, copy (followed by paste), or delete them.

  1. In the active Workspace ONE Assist session and the Manage Files Client tool activated, locate the files you want to select.
  2. Click the check box to the left of each file you want to select.

Download a Folder

You can download an entire folder from the remote device including the folder's contents.

  1. In the active Workspace ONE Assist session and the Manage Files client tool activated, locate the folder on the device you want to download.

    You might find the "breadcrumbs" style folder path at the top of the file listing a useful navigation aid.

  2. Select the Download button (Download icon).

    The downloaded folder and all its content is saved according to your default browser's download action.

    For example, if you select a folder to download called "remoteDocs" and your default browser's download action is to save all downloads to "C:\Documents\downloads", then once the download successfully completes, you can expect to find the folder's content in C:\Documents\downloads\remoteDocs.

Cut, Copy, and Paste a File

You can cut, copy, and paste files on the remote device using the Manage Files client tool in Workspace ONE Assist.

  1. Once you have selected the files you want, select the Cut button (Scissors icon) or Copy button (Copy icon).

    Cutting files removes the files from the source location while copying files leaves the files in the source location.

  2. Navigate to the target location on the device.
  3. Select the Paste button, which only becomes visible when either the Cut or Copy buttons have been selected.

Delete a File

You can also delete a file from the remote device.

  1. In the active Workspace ONE Assist session and the Manage Files client tool activated, locate the file on the device you want to delete.
  2. Select the Delete button (Trash can icon).
  3. Select OK to confirm file deletion.

Close the Manage File Session

When you are finished managing files remotely, you can close the Manage Files session while keeping the Display Capture session running.

  1. In the active Workspace ONE Assist session, locate the header bar toward the top of the browser.
  2. Select the circled X button to the right of the Manage Files indicator.
  3. Select OK to confirm closure of the Manage Files session.

Remote Shell

Workspace ONE Assist's Remote Shell client tool, you can remote into the PowerShell interface of connected Windows 10 devices, enabling you to make detailed and precise configurations in a command-line environment.

Microsoft's PowerShell interface combines automation with a sophisticated scripting language with a configuration management framework. For more information about PowerShell, see https://docs.microsoft.com/en-us/powershell/.

Session Collaboration

You can get additional help during advanced troubleshooting sessions in Workspace ONE Assist by starting a Session Collaboration. Share your active session with 'Tier 2' technical support and allow them to remotely view and control the same end user device.

Session Collaboration is available during Screen Share sessions on Windows 10 devices.

As the initiator of the Assist session with the end user, you are the Host during session collaborations. The Host invites other participants, called Guests, to join the active Assist session by chat or email. If you grant your Guest control of the active Assist session, then they become a Privileged Guest.

  • Bandwidth Limitations – In order to ensure a smooth session collaboration, you are limited to a grand total of six (6) participants in any given session. This includes the Host, the device End User, and four (4) Guests, only one of which can be the Privileged Guest at any given time.

The only active sessions Guests and Privileged Guests are able to see is Screen Share and Remote View sessions. During a Session Collaboration, if the Host invokes other client tools such as Manage Files or Registry Editor, Guests and Privileged Guests see the Screen Share or Remote View screen while the Host uses the other client tool. The session becomes visible again to Guests and Privileged Guests only when the Host returns to the Remote View or Screen Share session.

Session Collaboration Features by Participant Type

Features Host Privileged Guest Guest
AppList / Device Info / Process List YES NO NO

Connect to a new Tool (File Manager / Remote Shell / Command Line)

 YES NO NO
Invite a Guest YES NO NO
Key / Touch / Mouse Events YES YES NO
Multiple Monitors YES YES NO
Remove a Guest from the session YES NO NO
Revoke Session Control YES NO NO
Screen Recording / Capture YES NO NO
Shortcuts YES YES NO
Transfer Session Control YES (to Guest) YES (to Host Only) NO
Virtual Keyboard YES YES NO
Whiteboard YES YES YES

Invite Guests to a Session

Only you, the Host, can invite guests to a session.

  1. Initate an invitation by selecting the Session Collaboration icon User icon on the main menu toolbar.
    • If you have hosted a session collaboration before, a list of past guests displays, allowing you to select from this list.
  2. Select the +Invite Guest link. The Invite Guest screen displays.
  3. Select the Copy invitation button.
  4. Open a separate email app or chat app. Paste the copied invitation into a new email or chat and send to the contact of your choice.
    • The link included is a one-time use link and valid only while the Assist session remains active.

Once the invitation is sent, you can cancel the invitation by selecting the Session Collaboration icon User icon and clicking the cancel button Cancel icon next to the invitation.

Joining a Session as a Guest

  1. Select the link provided in the invitation. You are redirected to a Guest Login Page.
  2. Enter your Name and the password provided in the invite.
  3. Once connected, the Host and device End User are notified of your arrival to the session.
  4. You can view the list of participants by selecting the Session Collaboration icon User icon.

Request to be Elevated to a Privileged Guest

Guests can request to become a Privileged Guest and take control of the session.

  1. The Guest must select the Session Collaboration icon User icon and click the Request Session link. You receive a notification that a Guest has requested elevation.
  2. If you grant access, the Guest becomes a Privileged Guest and takes control of the session.

Elevate One of Your Guests to a Privileged Guest

As the Host, you can hand off control to one of the Guests of a session, elevating them to a Privileged Guest.

  1. Select the Session Collaboration icon User icon and click the mouse icon Mouse device icon next to the guest you want to elevate to Privileged Guest.
  2. Your new Privileged Guest now has control over the session.
    • Despite the temporary loss of control over the session, you are still the Host.

Revoke Controls from a Privileged Guest

As the Host, you can Revoke control from the Privileged Guest of a session.

  1. Select the Session Collaboration icon User icon and click the solid mouse icon Mouse device icon next to the Privileged Guest you want to demote to Guest.
  2. You now have control over the session once again.

Remove a Participant from a Session Collaboration

As the Host, you can remove or excuse a Guest or Privileged Guest from a session.

  1. Select the Session Collaboration icon User icon and click the cancel icon Cancel icon next to the participant you want to excuse from the session.
  2. The participant is excused from the session and disappears from the participant listing.

Leaving a Session Collaboration as a Guest

Guests can select the Disconnect icon Cross check mark icon in the main menu toolbar at any time to leave the active session.

Ending a Session Collaboration as Host

To end a session as the Host, select the Disconnect icon Cross check mark icon in the main menu toolbar at any time to leave the active session.

Activity Logs (Accessed From App Only)

The device end user can access activity logs from the Workspace ONE Assist App during and after remote support sessions.

Activities Logged

These logs provide the end user full visibility into all activity performed by the Help Desk admins during a remote session related to the following tools

  • File Manager
  • Remote Shell (Windows 10)

During a remote session, access the log by selecting the Log tab (Tab icon) located next to the Home tab.

After a remote session, access the log by selecting the Settings icon (Gear icon) in the upper-right corner of the app.