Remote access lets you see and control a managed device's screen from the console, over an encrypted connection. Use it to help an employee with a problem without being in the same room.
Feature/Functionality
Overview
Remote access is a control. When you apply it, Factorial IT installs the RustDesk agent on the targeted devices through MDM. Nobody has to install anything by hand, and the employee does not need to do anything.
Supported platforms:
| macOS | Windows | Linux | iOS / iPadOS | Android |
|---|---|---|---|---|
| ✅ | ✅ | ✅ |
You start every session from the device's page in the console. No password or code is ever passed to the employee, and all sessions are encrypted.
How to use
Set up the control
- Go to MDM > Controls > Add new control.
- Choose Remote access. There is nothing else to configure.
- Pick the devices it applies to: all devices, specific device groups or a custom target.
- Save.
Start a session
- Open the device panel of the device you want to reach.
- In the Remote Access card, click Start session.
- Choose whether to run the session in your browser or in the RustDesk app installed on your computer.
The session can take up to 30 seconds to become ready.
First session on macOS
Apple does not let MDM grant screen sharing permission. The first time you connect to a Mac, the employee sees a prompt and has to approve it once. From then on, sessions open without any action on their side.
Change or remove the control
Open the control from MDM > Controls to edit or disable it. Disabling it stops enforcement, but it does not remove what is already configured on the devices.
Tips and Best Practices
- Warn Mac users before the first session. They will see a screen sharing prompt and must approve it, or you will not see their screen.
- Start with a small device group. Check that the agent installs and a session opens before you roll the control out to everyone.
- Allow for the start-up delay. Give the session up to 30 seconds before you assume something is wrong.
- Remember that disabling is not uninstalling. Turning the control off leaves existing configuration on the devices.
Troubleshooting and FAQ
Troubleshooting
- The session on a Mac shows nothing or will not start. The employee has probably not approved screen sharing yet. Ask them to accept the prompt, then try again.
- The session takes a long time to open. Up to 30 seconds is expected. Wait, then retry if it still has not connected.
- There is no Remote Access card on an iPhone, iPad or Android device. Remote access is only supported on macOS, Windows and Linux.
FAQ
-
Does the employee need to install anything?
No. The agent is pushed through MDM to the targeted devices.
-
Do I need to ask the employee for a code or password?
No. Sessions start from the device panel, and no codes or passwords are shared with the employee.
-
Are sessions encrypted?
Yes, every session is encrypted.
-
Why does macOS still ask the employee for approval?
Screen sharing permission cannot be granted through MDM on macOS. The employee approves it once, on first use.
-
Does disabling the control remove the agent from devices?
No. Disabling stops enforcement but leaves existing configuration in place.