Introduction
The Remote Connect feature of HP Workforce Experience Platform (WXP) allows IT admins to securely connect to an employee device in real time for troubleshooting or remediation. Employee approval is required to start the session.
This article guides you to start and use a Remote Connect session to review or remediate an employee device in real time.
Prerequisites
You must have the IT Admin, Helpdesk, or Helpdesk Lite role for the tenant that manages the device you are troubleshooting.
Confirm that the connection Status shows “Available.” It may take up to 3 minutes to update to the Available status from the Unavailable status.
Verify that the Support Recipient is available for the session.
Ensure all system and network requirements are met for the use of Remote Connect.
Procedure
Sign in to HP Workforce Experience Platform. The Home page is displayed.
From the left menu, select Devices. The Devices page is displayed.
Click the Device Serial Number that needs review. The Device details page is displayed.
On the Device details page, click Actions located the top-right corner of the page and select “Remote Connect.”
Click Connect.
The Support Recipient then receives a consent request to share their device. If they accept the request, a one-time session code displayed on their device.
Support Recipient shares the session code. You enter the session code to establish the connection.
After successful code entry, you have shared control of the device and can use your own keyboard and mouse to troubleshoot the device.
Either user can end the session at any time by clicking End Session on the session control toolbar.
Contact Us
For help, create a support case or email support@wxp.hp.com.