Remote Monitoring & Management Help

Initiate a Take Control connection

A remote access session can be initiated directly from the Service Desk Dashboard where Take Control or TeamViewer* is installed on a device. Simply navigate to the device's asset dialog and click the Take Control button to retrieve the connection file or link required to launch the viewer and initiate the session.

View Assets

The device's asset dialog can be accessed from View Assets. Select the required asset from the returned list and click the Take Control button in the MANAGE ASSETS section to connect.

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Associated Asset

A session can also be initiated from within a ticket where it is associated with a device. In the ticket's Associated Asset tab click on the Take Control button to connect.

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Note

For TeamViewer installations it is necessary to enable TeamViewer Integration to make use of this feature, please note that the TeamViewer Integration is only available for Windows devices.

Please ensure the Take Control or TeamViewer viewer is installed on the machine providing assistance.

For devices running Take Control (from Windows Agent 10.5) this may be achieved by initiating a connection from the Dashboard and choosing the option to Remember my choice for takectrsxvp links (or equivalent) to setup the Take Control (from Agent 10.5) Viewer and takectrsxvp file association. Please note that we would suggest disabling any pop-up blockers on the Dashboard to ensure the Launch Application dialog displays as expected.

Whilst the Take Control (TeamViewer) Viewer is available from the Remote Management Dashboard Remote Access, Download Take Control Viewer.

If problems are experienced when downloading the one-use Take Control (TeamViewer) connection file (*.tvc), please ensure the URL for your region is whitelisted in any firewall or web-monitoring software:

Region

URL

Asia/Australia

*.maxdesk.net

Europe, France, France1, Germany, Ireland, Poland, United Kingdom

*.maxdesk.com

US

*.maxdesk.us

Remote Management User Audit Report

Please be aware that any Take Control or TeamViewer connections established from within Service Desk will automatically generate an entry in the User Audit Report against the Agent Key for the account.

For example:

Action

Date/Time

Details

Username

[Added]

02 Dec 2015 10:49:54

Take Control Session: Client: Demo Client, Site: Demo Site, Device: USDEMOSERVER

agent_key@login.it