Since Remote Control (aka Session Shadowing) is gone for good in Server 2012 Remote Desktop Session hosts, I am looking for a replacement to support users in a cross-domain environment.
Since Remote Assistance is supposed to work for Remote Desktop Sessions as well, I tried leveraging that for support purposes by enabling unsolicited remote assistance for all Remote Desktop Session Hosts via Group Policy.
All seems to be working well except that the "expert" seems to be unable to actually excercise any mouse or keyboard control when the remote assistance session has been initiated from a Remote Desktop session itself. Mouse clicks and keyboard strokes from the "expert" session (Server 2012) seem to simply be ignored even after the assisted user has acknowledged the request for control.
I would like to see this working through RD sessions for the support staff due to a number of reasons:
- not every support agent would have the appropriate client system version to support users on a specific terminal server (e.g. an agent might have a Windows Vista or Windows 7 station and thus be unable to offer assistance to users on Server 2012 RDSHs)
- a support agent would not necessarily have a station which is a member of the specific destination domain (mainly due to the reason that more than a single domain's users are supported)
what am I missing?