Enable Console Connect (remote support)

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

Configure Console Connect firewall

Console Connect is a feature delivered in partnership with Zoho, where Zoho provide the underlying infrastructure. This means that before you enable Console Connect, you need to complete some initial configuration tasks.

Configure firewall compatibility

To ensure compatibility between Console Connect and your firewall, you need to ensure the following tasks have been completed:

• Exclude domains in the firewall and proxy settings.

• Allow certain ports in the firewall settings.

• Include executable files or exclude directories from the firewall settings.

Configure IP address and domain

You need to exclude TCP and WebSocket protocols for the domains listed, from your firewall and proxy settings.

To get the IP addresses to add to your allowed list, for ports TCP 80 and 443, for all regions, run the nslookup command against gateway.console-connect.com.

You can also bypass SSL inspection for the following DNS names:

• *.console-connect.com

• *.zoho.com

• *.zoho.eu

• *.zoho.in

• *.zoho.com.au

• *.zoho.jp

• *.zoho.uk

• *.zoho.sa

• *.zohocloud.ca

• downloads.zohocdn.com

• *.zohoassist.com

• *.zohomeeting.com

• *.zohocdn.com

Configure antivirus

You need to configure your firewall and antivirus settings to allow the following executables or directories:

Allow the following directories:

• 32 bit OS: %localappdata%/zohomeeting/, %programfiles%/ZohoMeeting

• 64 bit OS: %localappdata%/zohomeeting/, %programfiles(x86)%/ZohoMeeting

Allow the following executables:

• agent.exe

• agent_ui.exe

• ZMAgent.exe

• ViewerUI.exe

• NativeViewer.exe

• ZAFileTransfer.exe

• ZA_Upgrader.exe

• ZA_Connect.exe

• Connect.exe

• CustomerPlugin.exe

• CustomerPluginApp.exe

• ZAService.exe

• ZohoURSService.exe

• ZohoTray.exe

• ZohoURS.exe

• CustomerPlugin_V2.exe

• Connect_V2.exe

• ZA_Access_V2.exe

Enable Console Connect at the MSP level

Before you can use Console Connect, you must enable it at the MSP level. Once enabled, you have the option to add custom branding.

To enable Console Connect at the MSP level:

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

2. Do one of the following:

   • 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. Before enabling Console Connect, you need to accept the terms and conditions.

4. Select I acknowledge and agree..... , and then in the Confirm Action dialog box, select OK to accept the terms of service.

5. Once you have accepted the terms of service, to enable Console Connect, toggle this option On.

6. Allow users to uninstall the agent: Enable this option to allow users to uninstall the Console Connect Agent.

7. Allow users to stop the service: Enable this option to allow users to stop the Console Connect service.

8. Select from the branding options:

   • Console Connect: Uses the default Nerdio branding.

   • Custom: Enables you to customize the display name and icon displayed on the remote desktop during a Console Connect session. Enter the following information:

     • Name: Type a name for the custom branding. This is displayed in the connection dialog box on the remote desktop.

     • Favicon: Select Choose File, and in the Open dialog box, navigate to the icon you want to use.

9. Select OK to save.

When a Console Connect session is initiated, the following dialog box is displayed on the remote desktop:

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. Do one of the following:

   • 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. Enter the following information:

   • Console Connect: Toggle this option On.

   • Choose Intune groups, devices from there will be automatically added to Console Connect: From the dropdown, 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 is displayed 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: Enter the confirmation message.

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

Filter resources based on Console Connect status

Nerdio Manager allows you to filter resources based on the status if the Console Connect Agent.

To filter resources based on the agent status:

1. Select the page containing the component you want to filter the status for. Select servers, Intune devices, or session hosts pages.

2. From the Filter by CC status drop-down list, select the status you want to filter. Select from Not installed, Offline, Online, or Other.

Install the agent on an AVD session host

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. In the confirmation dialog box, select Confirm.

Install the agent on a server

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(s) you wish to install the agent on.

3. From the Select bulk action menu, select Console Connect > Install CC on selected (x).

   Note: You can select to install the Console Connect Agent on an individual host server or by selecting multiple host servers. The number of server selected is indicted by the number in brackets (x).

4. In the confirmation dialog box, select Confirm.

Install the agent on an Intune device

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. In the confirmation dialog box, select Confirm.

To bulk install the agent on an Intune device:

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

2. Locate and select the Intune devices you wish to install the agent on.

3. From the Select bulk action menu at the bottom of the page, select Console Connect > Install CC on selected.

4. In the confirmation dialog box, select Confirm.

Install the agent on a desktop image

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. In the confirmation dialog box, select Confirm.

Connect to a session

Console Connect allows you to connect to an active user session at the MSP or customer account level.

To connect to a session as an MSP:

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

2. Do one of the following:

   • 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. 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 then from the action menu, select Connect. The connection is established and you may perform remote support on the session host.

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

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

To connect to a session at the account level:

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

2. Locate the device you wish to connect to, and from the action menu, select Connect.

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. Launching 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. Do one of the following:

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

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

3. Select Toolbox, and then 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. In the confirmation dialog box, select OK.

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

Configure a Console Connect global view

Nerdio Manager allows you to create a global view to display information relating to Console Connect. To configure a Console Connect global view, see Overview of global views

Console Connect troubleshooting and FAQs

See Console Connect Troubleshooting/FAQs for details.