How does the integration between Remote Help and EPM handle secure UAC elevation?

Question

Hi everyone,

Our tier-1 service desk technicians frequently use Intune Remote Help to assist remote users. However, they hit a wall whenever a task requires local administrative elevation; the UAC prompt appears and completely blanks out their screen.

Could anyone explain how the integration between Remote Help and Endpoint Privilege Management (EPM) allows technicians to securely elevate actions without exposing raw admin credentials?

Cheers for any insight or documentation you can provide!

Answer 1

What you’re seeing is normal. When a UAC prompt appears, Windows switches to a protected screen, so Remote Help can’t show it and the technician just sees a black screen.

With Endpoint Privilege Management, this step is skipped. Instead of entering an admin password, approved actions are allowed automatically by policy.

So for the technician, the task just runs with the needed permissions and the screen never goes black. If you still see the issue, it means the task isn’t covered by an EPM rule yet.