Client Management: How to take control on request (agentless)

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    This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified.


    PRODUCT:

    BMC Client Management


    COMPONENT:

    Client Management


    APPLIES TO:

    BMC Client Management (BCM) >= 12.8



    QUESTION:

    I want to take control of devices that don't have an agent on, how can I do?


    ANSWER:

    Remote control of an end user's desktop usually requires that a BCM agent is installed on that desktop. Through the web console, a helpdesk admin can remotely control a device on which a BCM agent is not installed. The remote control feature is supported on Windows and macOS systems.

    1- Prepare the configuration
    - Connect to the heavy or to the web start consoles in this Knowledge Article (KA): Client Management: How to connect to the master using the Web start console - INCLUDES VIDEO
    - Setup a DMZ relay. To use the agentless remote control it should be sufficient to open the agent ports on the DMZ (1610 and 1611 by default). 
    - Create or update a rollout configuration:
    To remotely control devices that do not have a BCM agent, BCM provides 3 rollout packages out of the box:

    User-added image

    - Select the rollout configuration (here "Remote Control 64 bits")
    - Go to the sub-node Agent Configuration > Security (1)
    - Compare the settings on the right pane with the settings in Agent Configuration > Security on the master - If they differ, fix the settings in the rollout to match the ones of the master
    - Go to the tab "Communication":

    User-added image

    - Set the public ip or the public FQDN of the DMZ relay. For this example the master is not in a DMZ, but a relay has been setup as a DMZ relay.
    - Go to the sub-node "Servers", then click on "Assign Rollout Server":

    User-added image

    - Assign the relay that was set as a static relay to be the rollout server for this configuration
    - Set the network interface that it will listen to:

    User-added image

    The network interface should be the network interface that has access to the internet.

    - Right Click on the server name on the left (or on the line on the right pane):

    User-added image User-added image
    Wait for it to change to the status to be "Available".


    2- Connect to the web console
    Check the following KA to learn how to connect to the web console and learn about its available functionalities: Client Management: How to connect to the master using the Web console.


    3- Send the remote control on request invite to the end-user

      - Click on "Remote Control" at the top of the web console page:  
    - Generate the invite:  
     
      User-added image 
     
    (1) Select the remote control on request rollout configuration that was generated in step 1 by its friendly name (see schreenshot #4)  
    (2) Click on "Generate"  
    (3) Select the type of invitation that should be generate: 
      
      - "Download portal URL and authentication token" will generate a link to the relay server, the end-user will have to access this link, then set the "Authentication token" shown in the latest field on the above screenshot.   
    - "URL of the Remote Control package" will generate a link that will not require any extra steps from the end-user 
      
      (4) Either copy the link or send it by email. If the email icon is selected, it will open your mail client automatically with some default text in it.  
    (5) The invite is listed:  
     
      User-added image 
      
    - Click on the cross at the top right corner of the popup shown above 

    4- End-user: 
    The end-user will have to: 
    - Open the link in the browser 
    In this example the basic link was sent, and the helpdesk admin shared the token id with the end-user by phone: 

    User-added image
    - Type the token then click on "Download" 
    - Double-Click on the exe file that he just downloaded to his computer 
    A popup from Windows might show-up to show the app is unrecognized: 

    User-added image  
     
    - click on "More info"  
    - click on "Run anyway" 
      
    - The mini agent will display a popup when the install is done: 

    User-added image

    Do NOT click on "Quit". This popup will be closed when the remote session on this device will start successfully. 

    5- Start the remote session 
    Back to the admin web console: when the mini agent will have been installed it will send an identity to the relay. From there the admin will be able to start a remote session by clicking on the "play" icon: 

    User-added image

    (1) is the actual screen of the target 
    (2) is the list of the devices being remote controlled by this admin. 

    Note: 
    If there are also BCM Clients on the WAN there would be extra configuration to set the DMZ relay. More information in the following KA:   Client Management: Managing Devices Across the Internet with Client Management

    More information in the official documentation   here (12.9) 

     


    Article Number:

    000189026


    Article Type:

    FAQ/Procedural



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