Connect to RDP Sessions Missing

Remote Support and Access
1

We just upgraded to 5.5.8 from an older version. There used to be an option to connect to sessions like a user’s RDP one. We have users that RDP into machines and part of supporting them is to use SimpleHelp to connect to their RDP session to walk them through problems. It looks like this functionality is now missing. I suspect logging in normally will knock them out of RDP.

Am I missing a toggled setting somewhere?

Dan

2

Hi Dan. The functionality is still there. RDP sessions are listed as part of the machine details:

https://simple-help.com/technician-guide#machine-details

There will be a connect option beside each active RDP session allowing the technician to connect into it (and to avoid bumping the user out).

3

Sorry, I’m not sure on how I missed this before. I see it now. Thanks for the reply.

4

Actually, there is some kind of bug here. I’m seeing several machines that have active RDP connections but they do not show the Remote Desktop Sessions area. I’m not sure on how to provide trouble-shooting information.

image

I know this machine has an active RDP session because I can monitor the machine connecting to it and I can see the screen open on the machine.

5

Try restarting the SimpleHelp service or reboot the device.

I have a problematic device that doesn’t want to update its SimpleHelp agent service but it also exhibited similar behaviour to you - the “Remote Desktop Sessions” section for it was not present. I rebooted the device and can now see the section (still doesn’t want to update though).

I believe the “Remote Desktop Sessions” section should appear for every Windows 10/11 device unless the service isn’t able to successfully query it.