I'm in a tricky situation where a user is facing a work stoppage issue, but we're blocked from offering any remote support. The site they're at has disabled Remote Access and Quick Assist, and we can't even use Edge because the site manager has it restricted. To make things worse, our backup remote support tool requires downloading an EXE file, which is blocked by Chrome's admin settings. How can I assist this user effectively under these constraints? Any suggestions?
5 Answers
If all else fails, maybe just drive out there in person to resolve things. Sometimes being on-site really is the best solution when everything else is blocked off!
You could also think about renaming the EXE file to something like .zzz when sending it over via Teams, then guiding them to change it back after download. I’ve had to do that a few times, and it does work!
If possible, you might want to get the site manager to pick up a USB drive with the support software. I know they have their restrictions, but if they can get the software onto the user’s machine, that could solve the issue.
Good idea, but just be aware that they might have USB drives blocked too!
Honestly, it sounds like a real mess! Have you tried getting the site admin on the phone and asking them to describe what they see on their screen? It’s tedious but might help you troubleshoot step-by-step. Just keep them focused on your instructions. It may end up taking a lot longer than you want, but sometimes it's the only way to make progress!
Yeah, that's definitely a tough way to go about it. It’s frustrating when policies get in the way of helping someone.
Have you considered using Chrome Remote Desktop? It’s really straightforward. Since it’s just a browser add-in, it might not be blocked and could get you connected quickly without needing to download an EXE file.
Sounds like a plan! Just be sure to clock those hours if you're working after hours.