Ivanti Neurons Platform remote control

Ivanti Neurons Platform remote control allows IT analysts with Global Actions > Remote Control permissions to securely remote control endpoints so they can troubleshoot problems or help train users.

Neurons Platform remote control runs in your browser and doesn't require that you set up additional network infrastructure, such as Ivanti Endpoint Manager or an Ivanti Cloud Services Appliance. Both the analyst and the endpoint require internet access. All remote control communication goes through secure internet cloud servers using TLS-encrypted WebSockets, even if the endpoint you're remotely controlling is on the same network as you.

Neurons Platform remote control works with current versions of these browsers:

  • Chrome
  • Firefox
  • Edge (the version based on Chromium)

Installing agents

To use Neurons Platform remote control, you must have a Neurons Platform tenant with remote control enabled. These are the supported endpoint operating systems:

  • Windows 7, 32-bit and 64-bit
  • Windows 10, 32-bit and 64-bit
  • macOS 10.13 and newer

Neurons Platform remote control requires an updated Ivanti Neurons Agent installation that includes support for remote control. Neurons Platform tenants with remote control enabled have two Ivanti Neurons Agent versions available on the agent download page, one that includes remote control support and one that doesn't.

To download an Ivanti Neurons Agent that supports remote control

  1. Click Admin > Agent Management.
  2. On the Agent Management page are download options for Windows and Mac agents. Each agent can be downloaded so it runs in either interactive mode or silent mode. For Windows agents, make sure you click the Download with remote control button. For more information on installing agents, see Agent management.

After installing the Ivanti Neurons Agent bootstrap, it may take several more minutes for the agent components to download in the background. Once this is done, remote control should be available as an action for that endpoint.

Starting a remote control session

Logged-in Neurons Platform users with the remote control permission can remote control any endpoint. If a user is logged in at the endpoint, the user will be asked if they want to allow the remote control session. The user has 30 seconds to allow or deny the request. After the timeout, the session will be canceled.

If no user is logged in, analysts will see the login screen and will need to log in from there.

Remote control allows video, keyboard, and mouse control. Audio isn't supported.

To start a remote control session

  1. In the Devices view, find the device you want to remote control and click it.
  2. In Device Details under the Actions panel, click Remote Control.

A remote control viewer page (RCViewer) will load in a new tab. It may take up to 30 seconds or so to connect, depending on how quickly the endpoint dynamically loads its remote control agent components. If you don't see the new tab, make sure it wasn't blocked by a pop-up blocker.

During remote control, the endpoint has a green border around the screen edges. Also, a popup remote control notification displays in the bottom-right corner while the session is active. Move this notification if it's in the way.

Remote control tips:

  • Use the Ctrl+Alt+Del and Windows key toolbar buttons to send those keystrokes to the endpoint.
  • Use the Resolution scaling toolbar button to toggle the view between scale to fit resolution and 1:1 native resolution. The native resolution may be larger than your browser window, and you'll have to use the scroll bars to view portions of the desktop that don't fit in the viewer window.
  • Use the Full screen toolbar button to toggle between windowed and full screen views.
  • Use the Close toolbar button to end the session. Analysts will then have the chance to rate the session quality and send comments to Ivanti.