Microsoft Intune Remote Help
Endpoint analyticsTroubleshoot and monitor Remote Help for Microsoft Intune.
In brief
The troubleshooting guide now lists view-only, full-control, and unattended sessions in Remote Help records and clarifies session logging, Android device identifiers, and the configuration link.
What Intune admins need to know
Administrators can identify unattended sessions when reviewing Remote Help history. No action is required.
This summary was assembled from the tracked documentation change. Verify important details in the full Microsoft Learn article.
Documentation change
View on Microsoft LearnThe comparison below shows only the changed extract. Use the full-page view for complete context.
Troubleshoot and Monitor Remote Help
On the Monitor tab, you can see a count of active sessions and historical data about past sessions.
On the Remote Help sessions tab, you can see
therecords of past sessions, including:- The helper (Provider ID) and sharer (Recipient ID) of each session.
- The device that received assistance.
- The start and end
timetimes of the RemoteAssistanceHelp session. - The type of control
session.session: view only, full control, or unattended.
These logs persist for 30 days on Microsoft servers. Session content, such as screen images or keystrokes, isn't recorded. Only metadata is stored.
Log files
| Check if | Solution |
|---|---|
| Single sign-on is configured and active | If unenrolled devices support isn't enabled, the Entra Enterprise single sign-on extension must be configured and registered for Intune to be able to confirm the device is enrolled. See Plan Remote Help for details. |
| The required operating system permissions for Accessibility and Screen sharing are allowed | See |
| Whether the sharer is using the native Remote Help app or the web app | The web app only allows view access, which might confuse helpers expecting control. |
:::image type="icon" source="../media/icons/16/android.svg"::: Android
@@ -1,9 +1,12 @@ --- title: Troubleshoot and monitor Remote Help for Microsoft Intune. description: Use the troubleshooting and monitoring information for Remote Help with Microsoft Intune to ensure healthy and successful deployment.-ms.date: 02/10/2026+ms.date: 08/13/2026 ms.topic: how-to+ai-usage: ai-assisted+ms.custom: msecd-doc-authoring-1023 ms.reviewer: Karawang+#customer intent: As an IT administrator, I want to monitor and troubleshoot Remote Help so that I can maintain reliable remote assistance. --- # Troubleshoot and Monitor Remote Help@@ -16,17 +19,17 @@ You can monitor the use of Remote Help from within the Microsoft Intune admin ce 2. On the Monitor tab, you can see a count of active sessions and historical data about past sessions. -3. On the Remote Help sessions tab, you can see the records of past sessions, including:+3. On the **Remote Help sessions** tab, you can see records of past sessions, including: - The helper (Provider ID) and sharer (Recipient ID) of each session. - The device that received assistance.- - The start and end time of the Remote Assistance session.- - The type of control session.+ - The start and end times of the Remote Help session.+ - The type of control session: view only, full control, or unattended. > [!NOTE]-> - The Recipient ID and Recipient name display "--" for Android Enterprise Dedicated devices, as these devices don't have user affinity.-> - The use of the Windows "elevation" capability isn't reported in the Remote Help sessions report.+> - **Recipient ID** and **Recipient name** display `--` for Android Enterprise dedicated devices because these devices don't have user affinity.+> - Use of the Windows elevation capability isn't reported in the Remote Help sessions report. -These logs persist for 30 days on Microsoft's servers. The content of a session, like screen images or keystrokes, aren't recorded – only metadata is stored.+These logs persist for 30 days on Microsoft servers. Session content, such as screen images or keystrokes, isn't recorded. Only metadata is stored. ## Log files @@ -97,7 +100,7 @@ Use the table in this section to troubleshoot common issues with Remote Help on | Check if | Solution | |-----------------------------------|-----------------------------------------------| | Single sign-on is configured and active | If unenrolled devices support isn't enabled, the Entra Enterprise single sign-on extension must be configured and registered for Intune to be able to confirm the device is enrolled. See [Plan Remote Help](plan.md#prerequisites) for details. |- | The required operating system permissions for *Accessibility* and *Screen sharing* are allowed | See [Plan Remote Help](deploy.md?tabs=macos#configure-remote-help-apps) for details. |+ | The required operating system permissions for *Accessibility* and *Screen sharing* are allowed | See [Configure Remote Help](deploy.md?tabs=macos#configure-remote-help) for details. | | Whether the sharer is using the native Remote Help app or the web app | The web app only allows view access, which might confuse helpers expecting control. | ### [:::image type="icon" source="../media/icons/16/android.svg"::: **Android**](#tab/android)