Remote Connect: User Guide

Introduction

The Remote Connect feature in HP Workforce Experience Platform (WXP) enables IT teams to remotely diagnose, fix, and recover multi-vendor PCs.

This document outlines the step-by-step process of a Remote Support technician connecting to the end-user PC using the Remote Connect Out-of-Band capability.  

Connecting to an End-User PC using Out-of-Band Remote Connect

1. In WXP,  a Remote Support technician can access Remote Connect either from the Device listing page or Device details page of WXP.

   1. Device details page: From the left menu of WXP, click Devices > PCs. The PCs list page is displayed. Select a PC to connect. The Device details page is displayed. On the Device details page, click Remote Connect.

      

   2. Devices list page: Hover over the PC that you need to connect. Select the ellipsis menu (three-dot icon) appearing on the far end of the row.

      

2. Click Remote Connect from the menu. The Remote Connect page is displayed.

   

3. On the Remote Connect page, ensure that Real-time Device Connection shows Green.

4. Click the down arrow next to the Out-of-Band Remote Connect to expand the view.

   

5. In the expanded view, ensure that Setup and Connection both show Green.

6. Click Connect on the bottom right of the Out-of-Band Remote Connect section.

   

7. The technicians should verify their name and the PC they are connecting to, and then click Confirm.

   

8. The end-user will receive a popup message on their PC showing a 6-digit User Consent Code.

9. The end-user can accept the session request by clicking Okay on the popup message.

10. The end-user must share the 6-digit code with the technician using their preferred choice of communication method.

    

11. Enter the code provided by end-user in the User Consent Code dialog box, and then click Connect.

Overview of Application Interface

Once connected, the technician will have access to end-user PC:

• The technician will perform remote diagnostics, assist with repairs when possible, or identify failed parts.

• The technician’s initial view and the navigational controls are shown below:

(Color-coded to match the highlighted box with a short description and use case)

Pink Box: KVM remote desktop feed

• Around the main content area (remote-desktop), the following tools are displayed from left to right:

• Red Box: Remote Session Toolbar

  • Screenshot: Captures a remote PC’s screenshot.

    • This tool lets the technician copy the screenshot to the clipboard or save it to the local desktop.

    • The technician does not need to open the Snipping Tool or use any keyboard shortcuts.

  • Ctrl+Alt+Del: Executes Ctrl+Alt+Del key combination on remote PC

    • The end-user does not need to use the keyboard manually. This option gives technician access to Lock, Sign Out, Change a Password, Task Manager, or Cancel.

    • This option prevents the technician’s PC from being locked.

  • Show Desktop: Improves KVM performance when videos are playing

    • Minimize multiple windows on the end user's PC when the Remote Support Technician needs to get to the desktop for troubleshooting.

  • Diagnostics: Launches HP PC Hardware Diagnostics

    • Technicians no longer need to restart the PC and enter BIOS to launch Diagnostics. Technicians can run various diagnostic tests to determine whether an issue is hardware- or software-related. Technicians can test the memory, hard drive, and other hardware components.

    • If HP PC Hardware Diagnostics is installed on the PC, the tool opens directly. If not, the Technician is redirected to the app store.

  • In-band Remote Connect: Launches the in-band connection that provides access at the OS level.

    • When the OS is functional, technicians can launch In-band Remote Connect to troubleshoot issues at the OS level.

    • This option can provide higher resolution and faster through-put for more efficient remote sessions when the OS is functional.

  • Boot to BIOS: Puts the PC in BIOS mode

    • Technicians can access the BIOS menu directly without repeatedly pressing keys manually. Once in BIOS, technicians can use options, such as power management setup, BIOS features, and boot sequence.

  • Power on: Powers on the PC

    • If the PC shuts down, technicians can power it back on without having to be physically present.

  • Restart & Force Restart: Restarts the PC normally or forces a restart.

    • Allows technician to restart the remote PC.

    • If needed, technicians can use the option to Force Restart a PC without manually holding the power button for 15 seconds.

  • Pointer Lock: Locks the Technician’s mouse in KVM.

    • While using Out-of-Band Remote Connect, the technician’s mouse pointer might not align with the mouse pointer on the end-user’s PC. This option aligns the technician’s mouse pointer with the mouse pointer on the end-user’s PC.

  • Intel IMSS (Intel(R) Management and Security Status): Launches Intel IMSS from the App Store.

    • Used to view the setup status and the End KVM button available to the end-user.

• Yellow Box: Application navigation menu

  • Session

    • KVM feed and control for remote session.

  • PC Details

    • End-user’s basic system information.

  • Log

    • Gather the log of actions carried out on the end user's PC.

• Blue Box: Clipboard – Paste text to send to PC

  • Pastes or types text at the cursor location, provided that the cursor is active in a text field on the end-user’s PC.

• Green Box: Resolution switch. A toggle between high and low resolution

  • Use low resolution for quicker throughput and faster KVM movements

  • Use high resolution for a higher-quality of video feed.

• Brown Box: Session information: Provides details to the technicians about the current session.

  • PC Serial Number, Network QoS(Quality of Service), Time duration of the session, and a button to end the session.

Concluding the Session

1. Once you are ready to end the session, click End Session at the top right of the interface.

2. A confirmation message is displayed. Click End Session.

3. You will get a chance to enter notes once the session ends.

4. Record if the problem was resolved.

   4. Problem Details:

      • Problem: Description of the issue.

      • Summary: Root cause analysis

      • Steps: Details of resolution steps.

5. Click Submit when completed or Skip to bypass.

6. Go back to Devices list page on WXP or copy the session log by selecting Copy log, before they close the browser tab or window.

   
   

7. To leave open-ended feedback to the product team, such as feature requests and product improvements, click Leave feedback at the bottom of the page.