请求并提供 Windows 电脑的远程协助Request and provide remote assistance for Windows PCs

适用于:经典控制台中的 IntuneApplies to: Intune in the classic console
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本主题中的信息仅适用于通过使用 Intune 软件客户端作为电脑进行管理的 Windows 桌面。The information in this topic applies only to Windows desktops that you are managing as PCs by using the Intune software client.

Intune 可使用 TeamViewer 软件(单独购买)使运行 Intune 软件客户端的用户获得远程协助。Intune can use the TeamViewer software, purchased separately, to enable you to give remote assistance to your users who are running the Intune software client. 当用户从 Microsoft Intune Center 请求帮助时,你会收到警报通知,可接受请求并提供帮助。When a user requests help from the Microsoft Intune Center, you are informed by an alert, can accept the request, and then provide assistance. 此功能将替换 Intune 中现有的 Windows 远程协助功能。This functionality replaces the existing Windows Remote Assistance functionality in Intune.

开始之前Before you start

开始建立并响应远程协助请求之前,请先确保以下先决条件已就绪:Before you begin to establish and to respond to remote assistance requests, ensure that the following prerequisites are in place:

配置 TeamViewer 连接器Configure the TeamViewer Connector

  1. Microsoft Intune 管理控制台中,选择管理员In the Microsoft Intune administration console, choose Admin.
  2. 管理员工作区中,选择 TeamViewerIn the Admin workspace, choose TeamViewer.
  3. TeamViewer 页面中 TeamViewer 连接器下,选择启用On the TeamViewer page, under TeamViewer Connector, choose Enable.
  4. 启用 TeamViewer 对话框中,查看然后接受许可条款。In the Enable TeamViewer dialog box, view, then Accept the license terms. 如果你尚未拥有 TeamViewer 许可证,选择购买 TeamViewer 许可证If you don't already own a TeamViewer license, choose Purchase a TeamViewer license.
  5. TeamViewer 浏览器窗口打开后,使用 TeamViewer 凭据登录到此网站。After the TeamViewer browser window opens, sign into the site with your TeamViewer credentials.
  6. 阅读并接受 TeamViewer 网站上的选项以允许 Intune 连接TeamViewer。On the TeamViewer site, read, then accept the options to allow Intune to connect with TeamViewer.
  7. 在 Intune 控制台中,验证 TeamViewer 连接器项是否显示为已启用In the Intune console, verify that the TeamViewer Connector item shows as Enabled.

打开远程协助请求(最终用户)Open a remote assistance request (end user)

  1. 在客户端 Windows 电脑上,打开 Microsoft Intune CenterOn a client Windows PC, open the Microsoft Intune Center.
  2. 远程协助下,选择请求远程协助Under Remote Assistance, choose Request Remote Assistance.
  3. 批准请求(参见下文)后,客户端上的 TeamViewer 将会打开。After you approve the request (see below), TeamViewer opens on the client. 用户必须接受任何表明 Web 浏览器正尝试打开 TeamViewer 应用程序的消息。The user must accept any messages indicating that the web browser is trying to open the TeamViewer application.
  4. 用户会看到询问你是否能控制其电脑的消息。The user sees a message asking if you can control their PC. 用户必须接受此消息才可继续。They must accept this message to continue.
  5. 远程协助会话期间,用户将看到一个显示你已连接的窗口。During the remote assistance session, the user sees a window that shows them you are connected. 如果用户关闭此窗口,远程会话将结束。If they close this window, the remote session ends.

响应远程协助请求Respond to a remote assistance request

  1. 当用户提交远程协助请求时,你可在监视 > 远程协助下的警报工作区中查看。When a user submits a remote assistance request, you can view it in the Alerts workspace, under Monitoring > Remote Assistance. 例如:For example: > 远程协助请求屏幕截图


如果请求超过 4 小时未获得应答,则会被删除。If a request goes unanswered for more than 4 hours, it is removed.

  1. 若要接受请求,请选择批准请求并启动远程协助To accept the request, choose Approve request and launch Remote Assistance.
  2. 新的远程协助请求正等待处理对话框中,选择接受远程协助请求In the A New Remote Assistance Request is Pending dialog box, choose Accept the remote assistance request. 如尚未安装,TeamViewer 将在电脑上安装任何必要的应用。If it's not already installed, TeamViewer will install any necessary apps on your PC.
  3. 然后 TeamViewer 会通知最终用户你想控制其电脑。TeamViewer then notifies the end user that you want to take control of their PC. 用户接受该请求后,TeamViewer 窗口将打开,然后就可控制其电脑。After the user has accepted the request, the TeamViewer windows opens, and you can control the PC.

在远程协助会话中,你可使用所有可用的 TeamViewer 命令来控制远程电脑。While in a remote assistance session, you can use all available TeamViewer commands to control the remote PC. 有关这些命令的帮助,请从 TeamViewer 网站下载远程控制指南For help with these commands, download the Manual for remote control from the TeamViewer website.

关闭远程协助会话Close the remote assistance session

TeamViewer 窗口的操作菜单中,选择结束会话From the Actions menu of the TeamViewer window, choose End Session.

远程重启 Windows 电脑Remotely restart a Windows PC

帮助用户解决问题时,可能需要不时远程重启其电脑。When helping your users with issues, you might need to remotely restart their PC from time to time. 请按照以下步骤远程重启 Windows 电脑。Use the following steps to remotely restart a Windows PC.

  1. Microsoft Intune 管理控制台中,选择“组”>“所有设备”(或包含要重启的电脑的另一个组)。In the Microsoft Intune administration console, choose Groups > All Devices (or another group that contains the PC you want to restart).

  2. 选择一台或多台电脑,然后选择“远程任务”>“重启计算机”。Select one or more PCs, and then choose Remote Tasks > Restart Computer.

  3. 若要查看任务状态,请选择页面右下角的“远程任务”。To view the task status, choose Remote Tasks in the bottom right corner of the page.

  4. 在“任务状态” 对话框中,查看当前远程任务、任务状态、设备名称以及报告的任何错误。In the Task Status dialog box, review the current remote tasks, task status, device name, and any reported errors.

另请参阅See also

使用 Intune 软件客户端的常见 Windows 电脑管理任务Common Windows PC management tasks with the Intune software client

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