Initiate a Connection
Before attempting to establish a connection to the remote device, please ensure a TeamViewer or Take Control (TeamViewer) Viewer (available from Remote Access > Download Take Control Viewer) is installed on the device providing assistance.
Select the server or workstation to access in the north pane of the Dashboard, then click TeamViewer to instantly and securely connect. The TeamViewer button is also available from the Server or Workstation drop-down (or when right-clicking on the machine in the north panel: Remote Access, TeamViewer). Click on the TeamViewer button to initiate the download of a one-use connection file (*.tvc) opened in the TeamViewer or Take Control (TeamViewer) Viewer.
Where enabled a TeamViewer connection to the device may also be established from the Wall Chart. Select the device on the Wall Chart and click the Take Control button to download the TVC file then open the file to initiate the session.
In addition to the relevant TeamViewer permissions, users must log in to the Dashboard using a Two-Factor Authentication (2FA) active login before they can initiate a remote session. The additional layer of security provided by 2FA helps to prevent unauthorized Dashboard access, particularly when connecting to a remote computer.
Where the user has the required Dashboard permissions setup, but 2FA is not active for their account, they are prompted to setup 2FA before they can initiate a remote connection.
If they opt to proceed with 2FA setup from this dialog, they are logged out of their current Dashboard session to complete the 2FA activation process.
Please be aware that the users only enter their 2FA code when logging into the Dashboard, they are not prompted to enter the code each time they attempt to initiate a TeamViewer connection.
For more detailed information on 2FA please refer to Two-Factor Authentication.
A remote access session can be initiated directly from the MAX Service Desk Dashboard where Take Control is installed on a device. Simply navigate to the device's asset dialog and click the Take Control button to retrieve the connection file required to launch the viewer and initiate the session.
For other Service Desk systems, it may be possible to use one of the Take Control API service calls. Please contact us for information on these API calls.
TeamViewer or Take Control Viewer
Regardless of the method used to initiate the session, running the TVC file automatically opens the TeamViewer or Take Control (TeamViewer) Viewer (when installed on the device) and creates a connection to the selected remote computer.
For easy session identification when multiple connections are established the device name is included in the session window (from Agent 9.5.2 - TeamViewer 9.0.25942). Please be aware that a restart of the TeamViewer service or remote device itself may be required to display the device name.
TeamViewer 11 introduced a redesigned toolbar to ensure that all of the features required during a remote support session are easy to find and close at hand.
TeamViewer connections are recorded in the User Audit Report under TeamViewer Session, but are not included in either the Remote Support or Take Control Report.