Deploy Remote Help App with Auto Upgrade Feature in Intune

In this article, I will show how to create and deploy a Remote Help App with an auto-upgrade feature via Intune for Windows devices using the Win32 App model.

With role-based access controls, Remote Help is a cloud-based solution for safe help desk connections. Your support team can remotely access the user’s device using this connection. If the device user gives permission, the support staff can examine the device’s display and even take complete control during the session. When an assistant has complete control, they can directly adjust settings or operate the equipment.

As they share their session with the helper, users who give assistance are referred to in this article as helpers, while those who receive assistance are called sharers. Helpers and sharers download the app after logging into your organization. Your Microsoft Entra ID is used to create the appropriate trusts needed for the Remote Help sessions.

Role-based access controls (RBAC) in Intune are used by Remote Help to determine how much access a helper is permitted. You can choose which users can offer assistance and to what extent by using RBAC.

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Microsoft offers an app called Remote Help that may be installed on both Intune-enrolled and non-enrolled devices. You can also distribute the software to your managed devices via Intune.

Requirements/Prerequisites for Windows Remote Help App

Let’s discuss the general requirements for creating the Remote Help application. Below are the prerequisites required to deploy the Remote Help App.

  • Either an enrolled or unenrolled device may be used by the helper and sharer.
  • To launch a session remotely, An enrolled or unenrolled device may be used by the helper.
  • It is necessary to enrol the sharer’s device with the Intune management extension.
  • The remote launch feature requires the Intune management extension, which is compatible with Windows 10 and 11. In particular, the OS builds for Windows 10 must have the KB5018410 patch installed and be greater than or equivalent to version 19042. The OS version must be 10.0.19042.2075, 10.0.19043.2075, or 10.0.19044.2075 or higher.
  • Windows updates that are optional to improve the consistency of notifications:
    • Win 11: Operating System Build 22000.2245, July 25, 2023 – KB5028245. A sneak peek at Microsoft Support
    • Win 10: OS Build 19045.3393), August 22, 2023 – KB5029331 A sneak peek at Microsoft Support
  • Using the Remote Desktop Protocol (RDP), Remote Help connects to the Remote Assistance Service at https://remoteassistance.support.services.microsoft.com via port 443 (https). TLS 1.2 is used to encrypt the data.
  • These endpoints must be reachable by both the helper and the sharer via port 443.

Download the Remote Help App from the Official Site

This post will describe how to construct a Remote Help application in Intune that is based on the Win32 app type and has auto-upgrading capabilities. First, download the Remote Help application binary from the Microsoft Official Site URL: https://aka.ms/downloadremotehelp

Best Method to Deploy Remote Help App with Auto-Upgrade Feature in Intune Win32 Model. Fig. 1
Best Method to Deploy Remote Help App with Auto-Upgrade Feature in Intune Win32 Model. Fig. 1

Renaming the binary name to “remotehelpinstaller.exe” will simplify installation and help avoid confusion caused by the lengthy binary name.

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Repackage Remote Help App (remotehelpinstaller.exe to remotehelpinstaller.intunewin format)

Since we are using the Win32 App type, we have to repackage the software in “.intunewin” format. For this, we are using Microsoft Win 32 Content Prep Tool (IntuneWinAppUtil.exe). You can download the Tool from GitHub’s official website Microsoft Win 32 Content Prep Tool.

Execute the IntuneWinAppUtil.exe via the command prompt (admin) and specify the following details.

  1. Please specify the source folder: The folder where we downloaded and kept the Remote Help software
  2. Please specify the setup file: Here, enter the setup file name as remotehelpinstaller.exe
  3. Please specify the output folder: Provide the output folder location where they want to create remotehelpinstaller.intunewin.
  4. Do you want to specify the catalog folder (Y/N)? Type N.
Best Method to Deploy Remote Help App with Auto-Upgrade Feature in Intune Win32 Model. Fig. 2
Best Method to Deploy Remote Help App with Auto-Upgrade Feature in Intune Win32 Model. Fig. 2

Once you have all the required details and hit enter, the tool will validate and create the Intunewin app for you.

Best Method to Deploy Remote Help with Auto-Upgrade Feature in Intune via Win32 App Model. Fig. 3
Best Method to Deploy Remote Help App with Auto-Upgrade Feature in Intune Win32 Model. Fig. 3

Create a Remote Help App in Intune

Now, we are ready to create the Remote Help app in Intune. While creating the app, make sure you select Win32 App as the app type.

Best Method to Deploy Remote Help App with Auto-Upgrade Feature in Intune Win32 Model. Fig. 4
Best Method to Deploy Remote Help App with Auto-Upgrade Feature in Intune Win32 Model. Fig. 4
  • In the Windows Apps page, click on Add, then choose the app type in the drop-down list as Windows app (Win32)
Best Method to Deploy Remote Help App with Auto-Upgrade Feature in Intune Win32 Model. Fig. 5
Best Method to Deploy Remote Help App with Auto-Upgrade Feature in Intune Win32 Model. Fig. 5

Configure Remote Help App Information

On the App information page, first, we have to select our “remotehelpinstaller.intunewin” app package file, which was already created. Once you select the package, it will auto-populate the following information in Intune

  • Name: remotehelpinstaller.exe
  • Platform: Windows
  • Size: 7.39MiB
  • MAM Enabled: No
Best Method to Deploy Remote Help App with Auto-Upgrade Feature in Intune Win32 Model. Fig. 6
Best Method to Deploy Remote Help App with Auto-Upgrade Feature in Intune Win32 Model. Fig. 6

Note! As per the latest update, Win32 apps have a maximum size limit of 30GB per app.

Now, we need to provide other mandatory details about the app, such as Name, Description, Publisher, and optional details like App version and category, showing this as a featured App in the Company portal, Logo, etc., then click on Next.

Best Method to Deploy Remote Help App with Auto-Upgrade Feature in Intune Win32 Model. Fig. 7
Best Method to Deploy Remote Help App with Auto-Upgrade Feature in Intune Win32 Model. Fig. 7

Installation and Uninstallation Commands for Remote Help App Intune Win32 App

In the program tab of the Windows app (Win32), specify the installation & uninstallation commands. As mentioned earlier, we are giving an installation command with auto-update enabled.

Since Remote Help is a stable app, this option will reduce the Intune Admins work to create the same App with different versions for its release

Note! Since some of the commands are case-sensitive, please use the ones listed below.

CategoryCommand Line
Install Commandremotehelpinstaller.exe /quiet acceptTerms=1 enableAutoUpdates=1
Uninstall Commandremotehelpinstaller.exe /uninstall /quiet acceptTerms=1
Best Method to Deploy Remote Help App with Auto-Upgrade Feature in Intune Win32 Model.Table. 1

Complete the following fields.

  • Installation time required in (mins) as 60 (default)
  • Allow available uninstall: Yes
  • Install behaviour: System
  • Device restart behaviour: App install may force a device restart

Since I’m doing this in my lab, I’ve given the default values for all of these options, but you are free to modify them to suit your needs. In the post-installation behaviour option am keeping the Return codes as it is and clicking on Next

Best Method to Deploy Remote Help App with Auto-Upgrade Feature in Intune Win32 Model. Fig. 8
Best Method to Deploy Remote Help App with Auto-Upgrade Feature in Intune Win32 Model. Fig. 8

On the Requirement page, you will see the options below. Select the options as follows.

  • Operating system architecture: 64bit
  • Minimum operating system: Windows 10 22H2 (My test device is Windows 11 23H2)

The rest of the requirements are optional. Click on Next.

Best Method to Deploy Remote Help App with Auto-Upgrade Feature in Intune Win32 Model. Fig. 9
Best Method to Deploy Remote Help App with Auto-Upgrade Feature in Intune Win32 Model. Fig. 9

Add a Detection rule to Identify a Successful installation of the Remote Help App

In the Rules format, select Manually configure detection rules option in the dropdown. Now create a rule that indicates the presence of the Remote Help Application.

  • Rule type: File
  • Path: C:\Program Files\Remote Help
  • File or folder: RemoteHelp.exe
  • Detection method: String (version)
  • Operator: Greater than or equal to
  • Value: 5.0.1311.0
  • Associated with a 32-bit app on 64-bit clients: No (Default)
Best Method to Deploy Remote Help App with Auto-Upgrade Feature in Intune Win32 Model. Fig. 10
Best Method to Deploy Remote Help App with Auto-Upgrade Feature in Intune Win32 Model. Fig. 10

Similar to SCCM, Intune also allows to configure Dependencies and Supersedence. Here we are not using this option, so leave the page as it is and click on Next.

Best Method to Deploy Remote Help App with Auto-Upgrade Feature in Intune Win32 Model. Fig. 11
Best Method to Deploy Remote Help App with Auto-Upgrade Feature in Intune Win32 Model. Fig. 11

In the Assignments option, select the add group option based on your requirement to assign the deployment. You can either opt for Required or Available for enrolled device modes.

Best Method to Deploy Remote Help App with Auto-Upgrade Feature in Intune Win32 Model. Fig. 12
Best Method to Deploy Remote Help App with Auto-Upgrade Feature in Intune Win32 Model. Fig. 12

Verify all the information once again on the Review + Create screen, then click the Create button.

Best Method to Deploy Remote Help App with Auto-Upgrade Feature in Intune Win32 Model. Fig. 13
Best Method to Deploy Remote Help App with Auto-Upgrade Feature in Intune Win32 Model. Fig. 13

The Remote Help application was constructed in a matter of minutes, and it was intended for deployment to the designated group.

Best Method to Deploy Remote Help App with Auto-Upgrade Feature in Intune Win32 Model. Fig. 14
Best Method to Deploy Remote Help App with Auto-Upgrade Feature in Intune Win32 Model. Fig. 14

We may now wait a few more minutes for the installation to complete, or you can sync the Intune policies on the targeted device or through the portal.

Occasionally, we can observe that the targeted device has the Remote Help app loaded.

Best Method to Deploy Remote Help App with Auto-Upgrade Feature in Intune Win32 Model. Fig. 15
Best Method to Deploy Remote Help App with Auto-Upgrade Feature in Intune Win32 Model. Fig. 15

The Intune Portal also showed the progress of the Remote Help App’s deployment.

Best Method to Deploy Remote Help App with Auto-Upgrade Feature in Intune Win32 Model. Fig. 16
Best Method to Deploy Remote Help App with Auto-Upgrade Feature in Intune Win32 Model. Fig. 16

End-User Experience of Remote Help App

The Remote Help App will be installed on the targeted device since its deployment is in the required mode.

To confirm the successful App installation, open the Company Portal on the targeted device and navigate to Downloads & updates. We can see the Remote Help App is installed successfully.

Best Method to Deploy Remote Help App with Auto-Upgrade Feature in Intune Win32 Model. Fig. 17
Best Method to Deploy Remote Help App with Auto-Upgrade Feature in Intune Win32 Model. Fig. 17

For more troubleshooting of the Intune Win32 app in client-side please follow the blog post written by Vimal here Intune Win32 App Issues Troubleshooting Client-Side Process Flow.

I appreciate you taking the time to read my article. I’m excited to see you in the upcoming post. Continue to support the HTMD Community.

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Author

Vaishnav K has over 10+ years of experience in SCCM, Device Management, and Automation Solutions. He writes and imparts his knowledge about Microsoft Intune, Azure, PowerShell scripting, and automation. Check out his profile on LinkedIn.

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