I'm in a tough spot. A user reached out saying they're experiencing a work stoppage due to restrictions on remote access tools like Remote Assist and Quick Assist. The site manager has blocked Edge and Chrome is set to block any executable downloads. This means our usual backup remote support tool, which needs a downloadable EXE, isn't an option. I'm really unsure how to assist the user effectively without access. What do you suggest I do?
1 Answer
You might want to consider having the site admin on the phone to walk them through what’s on their screen. It can be time-consuming, but they can describe what they see while you guide them on what to type. It could take a while, but it’s one way to maintain support, especially with these limitations in place.
Yeah, but that sounds frustrating for everyone involved. Hope they can change their policies after that!