Introduction
The In-Band Remote Connect feature in the HP Workforce Experience Platform (WXP) allows IT administrators to securely access and interact with managed devices when the support recipient is present and provides consent. The feature can be accessed from the Device Details page and supports real-time collaboration during live support sessions.
By pairing WXP device data with In-Band Remote Connect, IT teams can validate issues faster and accelerate remediation. This approach minimizes disruption caused by device downtime and improves the overall support experience.
Note: Currently, this feature is in Beta.
Target Audience
This feature is intended for IT administrators, IT support teams, and service desk engineers who manage and support employee devices using WXP.
Key Features
Some of the key features include:
Secure remote access: Provides secure remote access to managed Windows devices only after the support recipient grants consent. The support recipient shares a one-time 8-digit token that is required to establish the remote session.
Encrypted remote connectivity: Remote access sessions use HP Anyware with the PCoIP protocol to secure communication between devices.
Direct session launch: Facilitates a remote session by using Actions menu in WXP without switching tools. Both the IT user and the support recipient can control the device during the session using their own keyboard and mouse.
Multi-display support: Enables switching between all displays connected to the support recipient device during the active session.
User-controlled session end: Either the IT user or the support recipient can end the remote session at any time.
Pixel-only data transfer: The session transfers only encrypted screen pixels, and no user data is sent from the support recipient device.
Note: The feature can be used with most PC manufacturers and does not require VPN use.
Prerequisites
User must be subscribed to the WXP Pro or Elite plan.
WXP IT user must be assigned the IT Admin, Help Desk, or Help Desk Lite role on the tenant for the support recipient’s device.
WXP IT user device and the support recipient’s device must run Windows 11.
WXP IT user device must have the latest HP Anyware Client version installed directly from the WXP platform.
Support recipient’s device must be managed in WXP and have the latest Remote Connect plug-in (via HP Insights agent) installed.
Required network adjustments must be completed, including opening specific ports and whitelisting gateway IP addresses.
The support recipient’s presence and consent are required to start a session.
For detailed system requirements, refer to the article - https://learn.workforceexperience.hp.com/docs/remote-connect-requirements
Use Cases
Validating a device Issue
Scenario: You want to confirm a device issue that is already identified through WXP analytics data.
Solution: Initiate an In-Band Remote Connect session to directly observe device behavior. Live access supports faster validation and confirmation of the reported issue.
Resolving issues through immediate remediation
Scenario: Your organization wants to resolve device issues during the same support interaction to reduce downtime.
Solution: IT uses the remote session to apply system updates or configuration changes directly on the device. Immediate remediation shortens resolution time and improves user experience.
Note: Your feedback is crucial for continuous improvement. Please share your feedback and suggestions using the Leave Feedback option in WXP.
Contact Us
For help, create a support case or email support@wxp.hp.com.