Microsoft Intune Remote Help App - Permissions Issues

Question

Hello Microsoft Community,

First, thank you for taking the time to read my question.

We are currently facing issues with permissions in the newly released Intune Remote Help app.

The steps that the issue is replicated at are as follows below -

1. Open Intune Remote Help App
2. Sign in with admin account with permissions
3. Give security code to end-user
4. Says "connecting" for a bit
5. Error appears stating "It looks like you don’t have the right permissions to help the other person." with no specific error code to troubleshoot.

I have verified the following items from Microsoft documentation below -

From Microsoft documentation

"The following Intune RBAC permissions manage the use of the Remote Help app. Set each to Yes to grant the permission:

• Category: Remote Help app
• Permissions:
  • Take full control – Yes/No
  • Elevation – Yes/No
  • View screen – Yes/No"

Intune RBAC settings configured as -

Remote Help app

View screen

• No
• Yes

Elevation

• No
• Yes

Take full control

• No
• Yes

Is there anything else that we are missing? Thank you in advance for your assistance in this matter.

Answer 1

@David-John Fernandez Thanks for posting in our Q&A.

To clarify this issue, we appreciate your help to collect some information:

1.Please check if you enable Remote Help in Tenant admin > Remote Help > Settings.

2.Based on my check, I find that Standalone add-on or Intune Suite support Remote help.

https://learn.microsoft.com/en-us/mem/intune/fundamentals/intune-add-ons#available-add-ons

If there is anything update, feel free to let us know.

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Answer 2

After Intune Suite has been published and licenses applied to users, Remote Help no longer works. Getting same right error.

For Remote Agent personel, I have these rights assigned: