When a user contacts Help Desk because a PC is unusable or acting weird, the only thing needed is for that user to get the DaRT 10 Recovery Media and boot PC from it. As DaRT 10 does not require the PC to be bootable to Windows, in most cases the issue can be resolved by using the DaRT 10 Remote Assistance feature.
What the user should do
The user should boot the PC in question from the DaRT 10 Recovery Media before calling the Help Desk. However, in most cases users do not know how to do this, and will call you to assist them with booting their PCs. You need to talk users through this process, explain how to select the proper boot media, and steer them through what to select and click.
When a problem PC boots from DaRT 10 media, the first question to appear is about network connectivity. It is essential that you tell your users to select Yes:
Users will need to select their keyboard language. By default, the OS display language is selected as the input language. But in case something else is required, they can use the See more keyboard layouts link to find and select the correct layout:
Users then need to select Troubleshoot, followed by Microsoft Diagnostic and Recovery Toolset:
When that’s done, users will see the default DaRT 10 interface. They need to select Remote Connection:
What you need now is for them to tell you the generated ticket number, IP address and port:
What you should do
Launch the DaRT 10 Remote Connection Viewer and enter the details, then click Connect:
You have now full control of target machine, user seeing this message:
That’s it! You now have all DaRT10 tools at your disposal on the user’s PC. Furrthermore, that user’s input devices are locked until you disconnect.
Author: Kari Finn
A Windows Insider MVP, Kari started in computing in the mid 80’s writing code for VAX / VMS systems. Since then, he’s worked in a variety of IT positions. He specializes in Windows image capture, customization, repair and deployment as well as Hyper-V virtualization. Kari is a proud Team Member at number #1 Windows site TenForums.com.