The Simple-Help docs say that if you need to operate the remote computer as an admin user you should instead install a Remote Access session via the tools menu, then log off and log back on as the admin user.
Uh…that’s kind of annoying. There is no way to run an elevated console in a remote session? I keep getting access denied.
Make sure to add the domain if your on a windows domain.
If your mac or linux, make sure your usernames are exact, using capitals when needed.
You can install remote access , and set it to elevate each time in your technician console preferences.
Remote access can be installed via the tech console or through the web interface. yourdomain.com/access
This is still not working on 5.5.13 I have just ended a support session with a customer on Windows 11.
When attempting to elevate to admin using the correct credentials DOMAIN\User & password I got error about credentials being wrong.
Then asked remote customer to run an executable (requiring elevation), got them to enter the credentials themselves.
Once this was done I could then elevate to admin using SH and did not get the error about credentials being wrong, the only issue was that all I could see was a black screen because the customer was seeing the Change password, Logout etc lock screen, got them to click cancel and all was good.
Is this perhaps an EntraID joined workstation? If so, you’ll need to use [email protected] as the user to properly authenticate.
It is a Windows domain joined laptop. I was using DOMAIN\username may be could have tried UPN but didn’t think of that.
I think this is something to do with cached credentials and the way SH authenticates, the remote customer was authenticating to a cached admin account on the laptop as they were working from home remotely, once they had authenticated the account I was able to use the same account using SH.
I hadn’t expected this to be an issue, I have recently moved from ScreenConnect to SH and have not seen this before.