How to Enable Remote Assistance for Citrix Director

This article describes the Citrix Director requirement for Windows Remote Assistance on the Virtual Desktop, what configuration changes the XenDesktop VDA installer makes, how to configure Remote Assistance manually, and outlines the consequences of not installing Remote Assistance.

Background

Citrix Director is the web-based helpdesk and operations console in first introduced in XenDesktop 5.

When troubleshooting the user or the virtual desktop issue, the operator is able to shadow the end user by starting a Remote Assistance connection to the virtual desktop machine.

This section contains the following:

• Configuring Remote Assistance
• Choosing Not to Enable Remote Assistance

Configuring Remote Assistance

The XenDesktop VDA installer can configure Remote Assistance for use by Citrix Director.

1. On theVirtual Desktop Configurationscreen, selectUser Desktop Shadowingto automatically configure Remote Assistance.

2. The following screen shot is displayed when the Windows Firewall/Internet Connection Sharing (ICS) Service is set toDisable.
   

3. The following screen shot is displayed when the Windows Firewall/Internet Connection Sharing (ICS) Service is set toEnable.
   

The installer makes the following configuration changes:

• Enable the Windows Firewall exceptions for Remote Assistance.

• For Vista and later, enableRemote Assistanceexception.

• For Windows XP, complete the following procedure:

1. Enable Remote Assistance exception.

2. Add and enable TCP 135 exception.

3. Add and enable “%systemroot%\PCHEALTH\HELPCTR\Binaries\helpsvc.exe” exception.

4. See Microsoft KB -Windows XP SP2 Firewall blocks offers of Remote Assistance.

Microsoft Group Policy for Remote Assistance must be configured as well:
EnableComputer Configuration>Administrative Templates>System>Remote Assistance>Offer Remote Assistanceand add Director users to the list of Helpers.

Note: Remote Assistance uses dynamic ports TCP/UDP 49152 – 65535. Ensure these ports are not blocked by any firewall.

Choosing Not to Enable Remote Assistance

如果没有正确配置远程协助on the virtual desktop, theShadowfeature of Desktop Director becomes unavailable, as displayed in the following screen shot.

1. Selecting theShadow
   option on the Session Details page reports the following error:“Failed to initiate Remote Assistance: You have insufficient permissions (error code 102)…”
   

Log Name: Application Source: Citrix Desktop Director Service Date: 9/22/2011 6:40:05 AM Event ID: 1 Task Category: None Level: Error Keywords: Classic User: N/A Computer: xxxxxxxxxxx.xxx.com Description: Access was denied when accessing the data source 'virtual desktop via Remote Assistance DCOM' ('xxxxx.xxx.xxx.com').

2. Verify that the user has permissions to access this data source.
   Note that the Event ID lists the DNS name of the Virtual Desktop Agent (VDA). It might be necessary to modify the Primary DNS suffix on the VDA. XenDesktop 5 Service Pack 1 addresses an issue with Disjoint DNS namespaces.
   

Notes:

• No other pages of Citrix Director are affected.

• Desktop Studio is unaffected by Remote Assistance.

• CTX131165 –XenDesktop Error: The user name could not be found

• CTX131199 -Hotfix XD200DDirector001 (Version 2.0.1) - For Citrix Desktop Director 2.0 - English- Shadowing Windows XP (32-bit Edition) systems does not work. [From XD200DDirector001][#LA0695]

• Citrix eDocs -Shadowing a User

• Can you successfully remote to the computer directly from the DDC by going through the command prompt and then type “msra /offerra ” ?

  When opening a browser on a non DDC 2008 R2 Service Pack 1 server and pointing to the url of Citrix Director on the DDC 2008 R2 Service Pack 1 server, shadowing through Citrix director produces a resultant remote assistance (ra) launch file, which is of type xml. When choosing to open the file, a browser window opens with the xml code. Ensure that the Remote Assistance feature is installed on all the servers. In addition, if the remote non-DDC is 2008 or 2008 R2, Citrix Director should be installed and run directly from the remote non-DDC server. Servers that acknowledge the remote browse (no xml code) have a program menu short cut such asStart>Programs>Remote Assistance or All Programs>Maintenance>WidowsRemoteAssistance.

  Note: Shadowing with an external Citrix Director (not through the DDC), one might connect to the desktop, which asks to give permission to be shadowed, yet when the request is accepted, the remote assistance session is immediately closed.
  The customer has the following policy configured:
  Computer Configuration>Administrative Templates>WindowsComponents>Remote Desktop Services>Remote Desktop Session Host>连接
  Using this policy, you can do the following:

  This second policy is set toNo remote control allowed.

  Refer to the Knowledge Center article CTX787589 –Shadow Options are Unavailable in the ICA Listener or Management Server Consolesfor more information.

  For the information bar or downloading file message, switch off the pop-up blocker from the BrowsersToolmenu.

  • Allow users to connect remotely using Remote Desktop Services, by selectingEnable.
  • 为远程来讲设定规则ol of Remote Desktop Services user sessions. You must enable this policy by selecting theFull control with user’s permissionoption.
  • Microsoft KB -Remote Assistance Overview.
  • Install and Enable Remote Assistance in Windows Server 2008

Disclaimer

These software applications are provided to you as is with no representations, warranties or conditions of any kind. You may use and distribute it at your own risk. CITRIX DISCLAIMS ALL WARRANTIES WHATSOEVER, EXPRESS, IMPLIED, WRITTEN, ORAL OR STATUTORY, INCLUDING WITHOUT LIMITATION WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE AND NONINFRINGEMENT. Without limiting the generality of the foregoing, you acknowledge and agree that (a) the software application may exhibit errors, design flaws or other problems, possibly resulting in loss of data or damage to property; (b) it may not be possible to make the software application fully functional; and (c) Citrix may, without notice or liability to you, cease to make available the current version and/or any future versions of the software application. In no event should the code be used to support of ultra-hazardous activities, including but not limited to life support or blasting activities. NEITHER CITRIX NOR ITS AFFILIATES OR AGENTS WILL BE LIABLE, UNDER BREACH OF CONTRACT OR ANY OTHER THEORY OF LIABILITY, FOR ANY DAMAGES WHATSOEVER ARISING FROM USE OF THE SOFTWARE APPLICATION, INCLUDING WITHOUT LIMITATION DIRECT, SPECIAL, INCIDENTAL, PUNITIVE, CONSEQUENTIAL OR OTHER DAMAGES, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. You agree to indemnify and defend Citrix against any and all claims arising from your use, modification or distribution of the code.

Caution! Using Registry Editor incorrectly can cause serious problems that might require you to reinstall your operating system. Citrix cannot guarantee that problems resulting from the incorrect use of Registry Editor can be solved. Use Registry Editor at your own risk. Be sure to back up the registry before you edit it.