Execution

Remote assistance can be performed either at the device level or at the session level.

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Device

1. Go to Workspaces → Workspaces.
2. In the table, select the device on which you want to perform assistance.
3. Click the Remote Assistance button.
4. Select the type of assistance.
5. Wait a few seconds and download the activation file.
6. The user will be asked for consent before the operator can take control.
7. Start remote assistance. When remote assistance is in progress, the following message appears in the device’s detail view:

   A remote assistance session is currently in progress for this workspace. For more information, refer to the Operations section.

   

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Session

1. Go to Workspaces → Sessions.
2. In the table, select the session on which you want to perform assistance.
3. Click the Remote Assistance button.
4. Select the type of assistance.
5. Wait a few seconds and download the activation file.
6. The user will be asked for consent before the operator can take control.
7. Start remote assistance. When remote assistance is in progress, the following message appears in the device’s detail view:

   A remote assistance session is currently in progress for this workspace. For more information, refer to the Operations section.

   

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Activation files

To provide the assistance service, the operator must download an activation file, which will depend on whether the device providing support has FlexxAgent installed or not.

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Devices with FlexxAgent installed

The operator must download and run the Flexxible Remote Assistance file, whose extension is .flxra.

• It runs without installation, with user permissions.
• It remains active only during the session.
• Once ended, it stops and the file is automatically removed from the system.

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Devices without FlexxAgent installed

The operator must click Download and run the file with .exe extension.

• It runs without installation, with user permissions.
• It remains active only during the session.
• The file is not automatically removed after the session ends.

In both cases, the user will be asked for consent before the operator can take control.

• View from the operator’s screen:
• View from the user’s screen:

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Preferences for downloading the activation file

• When the remote assistance process starts, the operator can choose, through the Set as default button, which type of file will be downloaded by default going forward.
• From the user’s Settings screen, you can define which type of file will be downloaded by default and whether you want to skip the confirmation before starting assistance.

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Generated processes

When running the activation file, two processes are started:

• FlexxAgent.exe
• FlexxibleRA.exe

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Operation through proxy

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From the operator’s point of view

When running the activation file, FlexxAgent checks whether the Proxy_Url key exists:

• If it detects it, it uses it.
• If not, it runs AnyDesk in auto-detection mode.

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From the end user’s point of view

FlexxAgent checks whether the proxy is configured.

• If it detects it, it uses it.
• If not, it runs AnyDesk in auto-detection mode.

If there are no proxy configuration registry keys, the system will check whether the operating system has the proxy configured.

• If it detects it and it is accessible, it uses it.
• If not, it runs AnyDesk in auto-detection mode.

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Flexxible Tools

The remote assistance file runs with the user’s permissions. If the user does not have administrator privileges, the operator can use Flexxible Tools. Flexxible Tools, available in interactive (attended) remote assistance, allows the operator to run administrative tools.

• CMD
• PowerShell
• Registry Editor
• Task Manager

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Configuration

Flexxible Tools can be enabled for users based on the role they have on the platform.