A problem many administrators face is supporting their end users. Trouble tickets come in from inexperienced users through e-mail or over the phone and administrators need to rely on the user to describe their problem.  If only the administrators had some way of seeing what their users see, that would greatly speed up the diagnosis and resolution of the problem.  The answer to this problem is Session Shadowing with Windows Remote Assistance, which has been added to the administrator console in VDI-in-a-Box 5.4.

VDI-in-a-Box 5.4 enables administrators to establish Microsoft Remote Assistance sessions for Windows 7 desktops and higher, directly from the web-based VDI Management Console. This allows admins to shadow users seamlessly from the single pane of glass that is the VDI-in-a-Box Management Console. Session Shadowing is on by default and there is no longer a need to manually configure this feature.  Enabling Windows Remote Assistance and opening the appropriate port on the Windows Firewall is done automatically during Desktop Agent installation.

Administrators and Helpdesk personnel can now use the Session Shadowing feature to connect and quickly troubleshoot VDI-in-a-Box user sessions remotely. All features of Microsoft Remote Assistance are available with VDI-in-a-Box, including the ability to view the user session, chat with user, and even request keyboard/mouse control of the user session.

Using Session Shadowing requires end-user approval each time a remote assist is initiated and must also approve each time keyboard/mouse control is required. This means the end-users can rest assured that an administrator cannot connect to or control user sessions without the user’s knowledge and approval.  In addition to user approval, each session is password protected and encrypted.

For more information on using Session Shadowing, please see this eDoc: http://support.citrix.com/proddocs/topic/vdi-54/vdi-manage-user-sessions.html

VDI-in-a-Box customers can download version 5.4 now at the Citrix product download page.  Everyone can try the new version by downloading the free trial. Product documentation is available on Citrix eDocs. And you can always go to the VDI-in-a-Box Support Portal for all VDI-in-a-Box technical information.
Let us know what you think of the VDI-in-a-Box 5.4 release. Talk to us in VDI-in-a-Box support forum,LinkedIn user group, or on Twitter @VDIinaBox!

To read more on what’s new in VDI-in-a-Box 5.4: http://blogs.citrix.com/2013/11/08/citrix-vdi-in-a-box-5-4-release/