Restart and reconnect a remote device using DRE

4/9/2019 5:47 PM

4/9/2019 5:47 PM

This article details how to restart a remote device and reconnect to it through DRE.

IMPORTANT: This is a necessary procedure to ensure a Restart and Reconnect during DRE sessions. Using the device's native "Restart" button will not allow the session to reconnect.

Dameware Remote Everywhere

• For Applet connections, meaning those generated from the client downloading and running the Applet executable to launch an attended support request, you will need to first request the Remote User Credentials (which may also require the End User to approve a request for elevated privileges if they have not already) as such:
  1. Click on the Session Options icon (downward facing arrow within a circle towards the top right of the Viewer/Session Window).
  2. Hover over the Computer menu.
  3. Click the option Ask Remote User Credentials.
     Note that this will require the approval of your remote user. 
  4. Once the Credentials are stored, click on the Session Options icon again.
  5. Click Restart Shutdown.
  6. Click the intended option (usually Restart and Reconnect).
  7. The remote device will now shutdown, restart and pick up the session.

 

• For Agent connections, storing the credentials isn't needed, and you can proceed as follows: 
  1. Click on the Session Options icon (downward facing arrow within a circle towards the top right of the Viewer/Session Window).
  2. Click on Restart Shutdown.
  3. Click the intended option (usually Restart and Reconnect).
  4. The remote device will now shutdown, restart and pick up the session.