Remote desktop

Use the Remote Desktop feature to remotely connect and control a device with a Manager Advanced license. This allows admins to avoid unnecessary trips to a physical device by allowing them to troubleshoot devices remotely from the Manager console, in a new browser tab.

☝️ [TEMPLATE] Advanced Notice card with a shimmering border 
📬 https://viewsonictest.helpjuice.com/admin/en_PH/questions/manager-adv-css-copy-699/ 

Network requirements

The Remote Desktop feature requires access to the following ports. 

For communication with the management cloud:

• TCP 443 for mrtc.myviewboard.cloud
• TCP 443 for getice.myviewboard.cloud

Facilitates connection with the the internet (WAN):

• TCP 443 for ice.myviewboard.cloud
• TCP 3478 for ice.myviewboard.cloud
• UDP 3478 for ice.myviewboard.cloud

Optional, but enables better performance:

• UDP 1024-65535 for peer-to-peer connection

Start Remote Desktop

To start a Remote Desktop session, launch Manager and perform the following: 

1. Click the Menu to open the side panel.
2. Click the Devices option.
3. Click the All Devices tab. 
   
    
4. On the device list, click the checkbox of the device to control.
   A sidepanel appears on the right.
5. Locate the Remote Desktop button on the top:
    

6. Click the Remote Desktop icon to start a new session. 
   Manager attempts to connect and establish the connection.
    
7. If successful, a new tab opens and starts showing what is currently being displayed on the selected device.
8. Use the mouse to interact with any elements on the device screen.

During the session, Manager displays the following overlay icons to facilitate easy navigation of the remote screen:

	Back. Go back to the previous screen, or undo the last action.
	Home. Hide all apps and show the home screen.
	Recents. Display a list of apps that were recently opened.
	Disconnect. Terminates the connection and stops the session.

Note the following behavior:

• Once connected, the target device displays a persistent message on the top of the screen to inform anyone nearby that the selected device is being remotely controlled, along with the admin that initiated the Remote Desktop connection.
• Users can still interact with the device while it is being remotely controlled.
• Target devices can only accept one connection at a time. If another admin attempts to connect, Manager will prompt them to either cancel and wait, or terminate the existing session to proceed. 
• Closing the Remote Desktop tab (or window) will also terminate the session.

Troubleshoot

If the action does not work, check if the device supports the Remote Desktop feature. For more details, refer to the list here: 

• Manager device - Compatibility chart