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Use Remote Desktop

Remote Desktop lets an authorised administrator view and operate an enrolled Business+ or Kiosk device for support and maintenance.

Before you begin​

  • Confirm that the user has approved the support session according to your organisation's privacy policy.
  • Verify the device identity and current user.
  • Keep the device powered on and connected to the internet.
  • Ensure the administrator role includes the required device and remote-access permission.
  • Close or hide sensitive information on the device before starting.

Start a session​

  1. Open Devices → Kiosk & Business+ Devices.
  2. Search for the device and open its details page.
  3. Check Device Status, Last Active, and Last Policy Sync.
  4. Click Remote Desktop.
  5. Wait while Management Cloud connects to the device.
  6. Perform only the agreed support task.
  7. End the session when the work is complete.

Verify and document​

After the session:

  1. Confirm that the device is still online and in the expected state.
  2. Ask the user or site contact to verify the result.
  3. Record the device, reason, administrator, time, and outcome in your support system.

If connection fails​

  1. Confirm that the device is online rather than Offline, Disabled, or Deprovisioned.
  2. Ask the local user to confirm network access and restart the device if appropriate.
  3. Refresh the device details and check the last active time.
  4. Verify that the current admin role can start remote desktop sessions.
  5. Check firewalls, proxies, or restricted networks that may block the remote connection.
  6. Retry once. If it still fails, collect the device serial number, OS version, browser version, status, last active time, and time of the attempt for support.
note

The optional remote-help SSH service is a separate support capability. It is not enabled merely by opening Remote Desktop.

What's next​