Overview of Console Connect (remote support)

Console Connect allows you to remotely connect to a user session to perform support functions.

Enable Console Connect at the MSP level

Before you can use Console Connect, you must enable it at the MSP level.

To enable Console Connect at the MSP level:

1. At the MSP level, navigate to Settings > Integrations.

2. • Classic UI: In the Console Connect tile, select Disabled.

   • New UI: Scroll down to Console Connect, select the arrow to expand the settings sections, and then select Disabled.

3. When prompted, confirm that you wish to enable Console Connect.

Enable Console Connect at the account level

Before you can use Console Connect, you must allow deployment of the Console Connect agents and initiation of remote sessions.

To enable Console Connect at the account level:

1. At the Account level, navigate to Settings > Integrations.

2. • Classic UI: In the Console Connect tile, select Disabled.

   • New UI: Scroll down to Console Connect, select the arrow to expand the settings sections, and then select Disabled.

   

1. Enter the following information:

   • Console Connect: Toggle this option to On to enable.

   • Choose Intune groups, devices from there will be automatically added to Console Connect: From the drop-down, select the Intune groups and/or device(s) where the agent is installed.

     Note: Nerdio Manager currently supports Console Connect on servers, host pools, desktop images, and Intune devices.

   • Session confirmation: Select this option to configure a prompt that appears on a desktop when initiating a remote session.

     Note: If this option is not selected, the connection is established without the user being prompted.

   • Session confirmation text: Type the text of the confirmation message.

2. Once you have entered the information, select OK.

Install the agent on an AVD session host

You must install the agent on an AVD session host to connect to it using Console Connect.

To install the agent on an AVD session host:

1. At the Account level, locate the AVD host pool you wish to work with and select Manage Hosts.

2. Locate the session host you wish to install the agent on.

3. From the action menu, select Console Connect > Install CC.

   

4. On the confirmation pop-up, select Confirm.

Install the agent on a server

You must install the agent on a server to connect to it using Console Connect.

To install the agent on a server:

1. At the Account level, navigate to Servers.

2. Locate the server you wish to install the agent on.

3. From the action menu, select Console Connect > Install CC.

4. On the confirmation pop-up, select Confirm.

Install the agent on an Intune device

You must install the agent on an Intune device to connect to it using Console Connect.

To install the agent on an Intune device:

1. At the Account level, navigate to Intune > Devices.

2. Locate the Intune device you wish to install the agent on.

3. From the action menu, select Console Connect > Install CC.

4. On the confirmation pop-up, select Confirm.

Install the agent on a desktop image

You must install the agent on a Desktop image to connect to it using Console Connect.

To install the agent on a desktop image:

1. At the Account level, navigate to Desktop Images.

2. Locate the desktop image you wish to install the agent on.

3. From the action menu, select Console Connect > Install CC.

4. On the confirmation pop-up, select Confirm.

Connect to a session

Console Connect allows you to connect to an active user session.

To connect to a session:

1. At the MSP level, navigate to Console Connect.

   • Classic UI:

     

   • New UI:

     

2. • Classic UI: Locate the device you wish to connect to and select Connect.

   • New UI: Locate the device you want to connect to, and select the connect icon.

3. Select Interactive user session, and select Connect.

   

4. Alternatively, you may connect to the device from the device menu. For example, at the account level locate the server you wish to connect to and from the action menu select Connect. The connection is established and you may perform remote support on the session host.

5. Once the end user approves the connection, you can troubleshoot their issue.

6. When you are finished, select the Exit icon.

   

Connect to an unattended session with the toolbox option

Nerdio Manager enables you to connect to an active user session that also provides you with a list of powerful tools to help understand, diagnose, and resolve issues. Launcing a toolbox session gives you easy access to PowerShell, Windows services, task manager, Registry Editors and many other tools. Session can be both interactive, or unattended and therefore not affecting the end user.

To connect to a toolbox session:

1. At the MSP level, navigate to Console Connect.

2. • Classic UI: Locate the device you wish to connect to and select Connect.

   • New UI: Locate the device you want to connect to, and select the connect icon.

3. Select Toolbox, and select Connect.

4. The toolbox session is initiated.

5. From the left-hand menu, select the tool you want to run. From the top menu, you also have direct access to run PowerShell, or to use the Run as command.

   

Remove the agent from a Console Connect device

You may remove the agent from a Console Connect device. This includes AVD session hosts, Intune devices, and servers.

To remove the agent from a Console Connect device:

1. At the MSP level, navigate to Console Connect.

2. Locate the device you wish to uninstall the agent from.

3. From the action menu, select Remove.

   

4. On the confirmation pop-up, select OK.

   Note: Alternatively, you may uninstall the agent from the device menu. For example, at the Account level locate the device you wish to work with and from the action menu select Console Connect > Uninstall CC.

Console Connect troubleshooting and FAQs

See Console Connect Troubleshooting/FAQs for details.