Problem Definition:

Using your “support” account you attempt to “Remote Control” or shadow a user from the Task Manager of the CloudConnect Desktop Host running the user’s session. The attempt fails with an error message similar to “Session remote control failed.”

 

Cause:

The end user is running their session extended across more than one computer monitor.

Resolution:

Remote Control sessions from the task manager are limited to users running their sessions in a single monitor session only.  This is a Microsoft Windows Server limitation.Consider using Windows Remote Assistance or a third party screen sharing tool to initiate a desktop screen sharing session.

Additional Information:

CloudConnect generally recommends using a third party remote control software installed on the user’s local work station as the built-in remote control capability does not extend to the user’s work station.  Many times issues with peripheral devices are caused by a configuration problem on the user’s local workstation device.  Remote Control will not provide the visibility necessary to troubleshoot this type of problem.

Applies To:

Citrix XenApp 6.5

Microsoft Windows Server 2008 R2