Remote Help no permission problem

Question

I am trying to get Remote Help working with Intune Suite licenses. There are 2 problems;

1. From Intune console, the notification send does not work. So end user must open Remote Help app himself.
2. No access to workstation. "It looks like you don't have the right permissions to help the other person".

Actions taken;

• Both parties have Suite license
• Both parties have latest version of Remote Help app installed
• Helper has Role assigned with many rights including this;
  • Remote Help app - View screen, Elevation, Take full control, Unattended control
  • Remote tasks - Offer remote assistance

At the same time, between same computers, Quick Assist works!

Answer 1

I have same issue after switching on the remote help in Intune, its definitely an RBAC related issue as I can manually create a Remote session from Helper (my pc) to a remote test machine (only after adding my regular Entra account ID) - however the Intune initiated remote assistance still cannot connect to the device. My Intune login is using a special Admin account that has Admin access to ALL Intune functions. I tried to add this account to Intune Role access that has the correct remote permissions but still does not work.

I see no answers here either, so seems an resolved issue. Have logged a ticket with MS support as well.

Answer 2

I assigned Intune suite to Global Admin Account together with M365 E5 license, waited 2 days and then tried out. For GA it says "It looks like you have signed in with the wrong account". I am confused :D

(I was trying to eliminate any possible permission problems by testing this functionality with GA, but it gets even worse).

Answer 3

I changed the Suite lisence to a local device admin account in Intune and error is the same - no rights. This account also have similar Intune role rights so everything should be fine. I have also confirmed, that this account has local admin permissions.

Answer 4

@Pavel yannara Mirochnitchenko, Thanks for the reply. For the first question, I would like to confirm if this is a newly enrolled device. for newly enrolled device, there is a 1 hour delay before the user's device begins receiving notifications when a helper initiates a session.

https://learn.microsoft.com/en-us/mem/intune/fundamentals/remote-help-windows#how-to-use-remote-help

For the second question, I would like to confirm if the sharer or a sharer's device isn't in the scope of a helper, that helper cannot provide assistance. Please ensure they are in the same scope.

https://learn.microsoft.com/en-us/mem/intune/fundamentals/remote-help#configure-remote-help-for-your-tenant

Meanwhile, please check user's RBAC my permission to double confirm the permissions already assigned. And as I know, license applied needs some time to take effect. You can wait some more time to see if the result will be different.

Hope the above information can help.

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