Elevate permissions in an On-Demand support Session, So you don't have to tell the user what the local or domain admin password is.

We have multiple offices in different cities. Sometimes, if we have a computer we can't fix remotely, the most practical solution is to have the user overnight ship the laptop to us.  Besides that not being practical at all, we usually find that the problem is something silly, that we could have done remotely if we had had more control over the system.  Because, while fighting with UAC prompts, and the user cannot type the username/password correctly etc., it just confuses the flow of troubleshooting.   The permanent client is fantastic in these instances, because it passes the UAC prompt back to the tech; But, on the On-Demand client, this becomes a really painful issue because I can't just type the local admin password.  I have to either tell the user the local admin password when I ask them to run the client "as administrator", or I have to tell them the local admin password every time the UAC prompt pops up.  And, we really don't like giving out that password, obviously. That one feature is really crucial for me; please add some mechanism to the On-Demand support session that allows me to enter the admin credentials from the remote (support tech) side.

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Comments

21 comments
  • @Null,

    Point taken. We recognize the pain point and plan to add a way to elevate to admin privilege when starting a remote session. We still need to figure out a couple things but hope to have this ability in 2-3 months.

    Cheers,
    Phil

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  • @null is there an update to this?

    this is an absolute requirement of our any solution we choose to use.

    just got the trial and was disappointed this isnt supported.

    for us the pretty much the main requirement.

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  • Elevating privilege is committed on the roadmap but the timing is pushed out (targeting November). We're wrapping up auto update for streamer, will work on remote reboot, then elevate privilege after that. Apologies for the delay.

    - Phil

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  • Hello all,

     

    I was told this feature was on the roadmap and possibly due in the first quarter of this year.

    I can't see the comment at present but need confirmation if this will happen anytime soon.

     

    Thanks

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  • @All

    The current roadmap is still by Q1.  The targeted date is end of March.  

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  • Null,

     

    Thank you for posting this. I had no idea until I tested it in my trial. I will not be able to use the product SOS until UAC prompt works. As of now, it's no more useful than the free join.me is.

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  • two more weeks until end of march. is this still on track? 

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  • @Andy,

    We still target end of March to release new version SOS with the ability to elevate permissions.

    Splashtop
    Vans

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  • Today is the 23rd... cutting that release pretty close....

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  • Yes end of March is getting close :)

    We sent out the instructions to beta test this functionality just now to folks who previously volunteered. The software is undergoing some final testing and tuning. Official rollout should be 1-2 weeks depending on issues reported.

    If you'd like to test it out, please email me at phil@splashtop.com.

    Thanks!

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  • Results of your test? need the UAC issue resolved asap or will have to renew Rescue for another year! How much longer???

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  • Results are looking good.  The release schedule is early next week.  Note: you will need to update to the new client application (3.1.4.x) to support this feature.

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  • Still planning on getting this resolved this week? Last week said early this week

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  • @Sales,

    Yes, testing is being wrapped up and we plan to release tomorrow.

    Thanks all for the beta testing help and your patience!

    Phil

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  • Hi, I would like to know the results of this topic, is the solution finally achieved?

    "@Sales,

    Yes, testing is being wrapped up and we plan to release tomorrow.

    Thanks all for the beta testing help and your patience!

    Phil"

    This was 8 days ago, I really hope you guys made it.

     

    Thx

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  • @Dp & all,

    Yes, they are available now. Please go ahead to update the business app to 3.1.4.0, and also download latest version of SOS program. It will work.

    Here is the FAQ article: 
    https://support-splashtopbusiness.splashtop.com/hc/en-us/articles/115001857406

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  • @Sales, yes I see you guys did it, but I have for SOS a free suscription can I still use that feature? or is it only for commercial use?

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  • I have tried the permissions elevation and it does work acceptably.  Thank you for getting this accomplished!!!  How's it coming on the reboot reconnect?

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  • @Dp,

    It is available for paid and free SOS.

    @Null,

    We don't have a time schedule for SOS remote reboot, yet. If there are any feedbacks using the new elevating privilege feature, please also feel free to share them with us. Thank you!

     

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  • Excelente, thanks a lot!

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  • We're using this feature in the current Covid-19 crisis. I know this is an old post, but I just wanted to thank everyone involved in getting this done again!

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