Remote control for the remote devices

Question

Can I use remote control to the CMG managed devices in SCCM console? What are the prerequisites for it? If not, is there any alternative?

Answer 1

Unfortunately not - as per https://learn.microsoft.com/en-us/intune/configmgr/core/clients/manage/remote-control/prerequisites-for-remote-control

Remote tools aren't supported for clients that are connected remotely. For example, you can't remote control a client that communicates with the site through a cloud management gateway (CMG).

Since Remote Control does not work for CMG devices, here are some alternatives:

1. Remote Assistance / Quick Assist / RDP over VPN
   • If the user is connected via VPN, you can use traditional Remote Desktop Protocol (RDP) or Remote Assistance tools like Microsoft Quick Assist.
2. Third-party remote tools
   • Use cloud-based remote management tools like:
     • TeamViewer
     • AnyDesk
     • BeyondTrust (Bomgar)
     • LogMeIn
     • Microsoft Intune’s Remote Help (if Intune is also in use)
3. Remote PowerShell via CMG
   • You can use CMPivot or Run Scripts in SCCM to execute PowerShell commands on CMG-managed devices.
4. Cloud-Based Remote Help (Intune)
   • If your organization is using Microsoft Endpoint Manager (MEM) with Intune, you can leverage the Remote Help feature.

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hth

Marcin

Answer 2

Hi, @golden alick

Thank you for posting in Microsoft Q&A forum.

Currently, SCCM remote control is not supported for clients connected via Cloud Management Gateway (CMG). This means you cannot use the SCCM console to remotely control CMG-managed devices.

Since SCCM remote control does not work over CMG, here are some alternatives:

1. Microsoft Intune Remote Help: If your organization uses Intune, Remote Help can provide remote assistance for internet-connected devices.
2. Third-Party Remote Tools: Solutions like TeamViewer, Splashtop, or ManageEngine Desktop Central offer remote control for internet-connected devices.
3. Windows Remote Desktop (RDP) or Quick Assist: If the device has direct internet access, RDP or Quick Assist can be used for remote support.

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