A Support Automation remote session does not display User Access Control (UAC) login prompts to analyst

Document ID : KB000056715
Last Modified Date : 14/02/2018
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Description:

During a remote session to a Windows workstation that has UAC enabled the analyst will be unable to see the UAC prompt when an action requires administrative authentication. The end user will see the prompt correctly.

Solution:

When an End User launches the Support Automation executable, Controller.exe, it is run as the end user level. This allows the analyst to be able to view everything that the end user is running during the session. The UAC login prompt is run at the "System" level, and the end user isn't interacting with it directly.

To allow the UAC prompt to be displayed during a Support Automation session Controller.exe must also be run at a System level. This can be accomplished by using the pre-installed Support Automation agent.

The Support Automation agent's installer is located on the Service Desk Manager install media in the folder "\casd.nt\SAAgentInstaller". The installer is available in a range of different languages, use the installer in the language required. This agent needs to be deployed on the End User's workstation prior to the remote session. During the installation process there is an option "Provide enhanced system access to handling analysts (install as system services)", this option must be selected.

A new "Service" will be added to the local workstation, and once started will allow Support Automation to run in the background on the workstation with the needed elevated rights to be able to view the UAC prompt.