Agent Browser tools

NOTE  You must have correct security level permissions to the web interface to access these shortcuts. Refer to Permissions in Security levels.

NOTE  Screenshots can only be taken on the main monitor.

NOTE  The command line or terminal applet does not show the output of commands that need to redraw the screen, such as the commands top, man, and vi. The tool can only pipe the output from the command from a background process. To run such commands, Datto RMM suggests using a remote takeover tool such as RDP, VNC, or Splashtop and running the native OS command shell inside the remote session. On Linux, you can use the Connect (Telnet/SSH) tool to obtain full terminal capabilities.

NOTE  You can have a quick look at the CPU and memory usage of the remote device next to the thumbnail image of the device on the left of the screen just above the Agent Browser tool icons. The red bar indicates the CPU usage, and the blue bar indicates the memory usage. Click on the pause button above the bars to pause the feedback on these pieces of information temporarily.

IMPORTANT  The File Manager tool requires SYSTEM permissions to any file or folder you wish to take actions against. Refer to How do I enable SYSTEM access to files or folders?.

The File Management tool presents you with a tree structure of folders of the remote device and a number of icons that allow you to perform the following actions:
• Download item(s)... - Select any file or folder on the remote device and click Download item(s)... In the pop-up window, select where you would like the item(s) to be saved on your device.
• Upload files... - Navigate to a location on the remote device where you would like to upload your file(s) to. Click Upload files..., and select one or more files from your device to upload them to the remote device.
• Copy to my desktop: Select any file or folder on the remote device and click Copy to my desktop. It will copy the selected item(s) to the desktop of your device.
• Copy: Select any file or folder on the remote device, click Copy, and then paste the item(s) to another location on the remote device. You can also copy the item(s) by using the Ctrl+C combination on your keyboard or by right-clicking on the item(s) and selecting Copy.
• Cut: Select any file or folder on the remote device, click Cut, and then paste the item(s) to another location on the remote device. You can also cut the item(s) by using the Ctrl+X combination on your keyboard or by right-clicking on the item(s) and selecting Cut.
• Paste: Copy or cut any file or folder on the remote device, and then click Paste to copy or move the item(s) to another location on the remote device. You can also paste the item(s) by using the Ctrl+V combination on your keyboard or by right-clicking on the item(s) and selecting Paste.
• New Folder: Navigate to a location on the remote device where you would like to add a new folder and click New Folder, or use the right-click menu and select New Folder.
• Edit Name: Select a file or folder and click Edit Name, or right-click on the item and select Edit Name. This will allow you to rename the item. You can only rename one item at a time.
• Refresh: Refreshes the current view of the files and folders of the remote device.
• Delete: Select any file or folder on the remote device and click Delete to permanently delete the selected item(s). You can also use the Delete key on your keyboard, or right-click on the item(s) and select Delete.

NOTE  When an action cannot be performed on the selected item(s) or in the selected location, the corresponding button and right-click option are disabled.

NOTE  The changes will be applied when the end user next logs onto the remote device.

NOTE   PowerShell version 2.0 and later are supported.

IMPORTANT  PowerShell desktop version 5.1 is required on any device initiating a session from the Agent Browser.

NOTE  If you encounter the error message "Login or password is invalid" even when using local Windows administrator credentials, this could be because Powershell Remoting is disabled by default on the remote device. This can be resolved by running the PowerShell command Enable-PSRemoting on the remote device.

You can also execute a PowerShell session via Web Remote. To learn more, refer to Initiate a Web Remote PowerShell session.

VNC does not allow user switching, and you cannot connect to a device where no user is logged in.

To learn how to change the default password used in a VNC remote takeover session, refer to Configure the Agent and Agent Browser.

If VNC is disallowed on a target device, the VNC connection will fail. On Windows devices, you can control whether VNC is allowed globally. Refer to VNC Settings in the legacy UI and VNC Integration in the New UI.

IMPORTANT  In order for VNC to function properly on macOS devices running Mojave and newer, the following applications must be listed and checked under System Preferences > Security & Privacy > Privacy in the following sections:
• Accessibility: AEM Agent, Vine Server
• Full Disk Access: AEM Agent, Vine Server

IMPORTANT  If Vine Server is updated for any settings within the panes under System Preferences > Security & Privacy > Privacy, you may need to remove the AEM Agent application from the list. Then, on the next activity requiring the AEM Agent application, the device will display a pop-up notification prompting you to re-add the application in order for the changes to take effect.

IMPORTANT  If you are connecting to a remote user's macOS device running Mojave, a pop-up notification will be displayed stating AEM Agent.app would like to control this computer using accessibility features. Direct the user to click Open System Preferences on the device and to select the application in the Privacy pane to allow interaction between their device and the Datto RMM Agent's VNC session using Vine Server. Please note that Vine Server is installed during the Agent install and runs as user (instead of root) so that the above permission can take effect.

If you would like to open a VNC session without the ability to control the remote device, click the arrow next to the VNC icon and click Connect in View Only Mode.

NOTE  If connecting to a remote user's device in View Only Mode, a pop-up notification will be displayed to the user that their machine is being accessed, even though you are not actually taking control of the device. There is no way to prevent this notification from being displayed.

NOTE  The Agent Browser lets you save RDP credentials upon launching an RDP session to a device. When opting to Remember passwords for this device, the credentials are saved in a file under the current user profile. This file can only be used by the Datto RMM Agent and the local user profile that created it. Attempting to reuse this file under a different user profile on the same device or a different device will fail and may lead to Agent instability.
When stored, user credentials are encrypted. The encryption is coded within the Agent and it uses a combination of the following:
• Windows Data Protection API
• Password-based key derivation
• The password-derived key is used with Triple DES

NOTE  To learn how to configure your RDP remote takeover settings, refer to Configure the Agent and Agent Browser.

NOTE  For information about Network Level Authentication in RDP sessions, refer to Network Level Authentication.

NOTE  You can administer a number of concurrent RDP connections to devices, but the exact number possible varies depending on factors such as the hardware and screen resolution of the local device.

IMPORTANT  In order for Splashtop to function properly on macOS devices running Mojave and newer, the following applications must be listed and checked under System Preferences > Security & Privacy > Privacy in the following sections:
• Screen Recording: AEM Agent, Splashtop Streamer
• Accessibility: AEM Agent, Splashtop Streamer
• Full Disk Access: AEM Agent, Splashtop Streamer

IMPORTANT  If you are connecting to a remote user's macOS device running Mojave and newer, a pop-up notification will be displayed stating Splashtop Streamer.app would like to record this computer's screen. Direct the user to click Open System Preferences on the device and to select the application in the Privacy pane to allow interaction between their device and the Agent's VNC session using Vine Server.

NOTE  For the best user experience, we recommend setting Google Chrome as your default browser.

NOTE  When an SSH connection is initiated and the target device is used as a Network Node, the Network Node's Privacy Mode settings will be respected. Refer to Privacy Mode.

NOTE  RDP connections made via the Agent's Custom Tunnelling feature will not respect the Agent's Privacy Mode setting. Users will still be required to enter the Username and Password of the device they are connecting to.

NOTE  You can specify in the Agent Browser settings if you want to play a sound when you receive a new chat message. Refer to Configure the Agent and Agent Browser.

NOTE  You can also add a note when closing the connection to a device. For more information, refer to Disconnect from a device.