Remote Help
R81 Harmony Endpoint Server Administration Guide|403
Remote Help
Users can be denied access to their Full Disk Encryption-protected computers or Media
Encryption & Port Protection-protected devices for many different reasons. They might have
forgotten their password or entered the incorrect password too many time. In the worst case
scenario, a hacker might have tried access the computer or device.
Remote Help can help users in these types of situations. The user contacts the Help Desk or
administrator and follows the recovery procedure.
Note - An Endpoint Security administrator can give Remote Help only if you enable
Remote Help in the OneCheck User Settings policy.
Administrators can supply Remote Help through SmartEndpoint or through an online web
portal.
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To use the SmartEndpoint - Select Tools > Remote Help
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To use the web portal - Go to https://<Endpoint Security Management
Server IP>/webrh
There are two types of Full Disk Encryption Remote Help:
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One Time Login - One Time Login lets users access Remote Help using an assumed
identity for one session, without resetting the password. Users who lose their Smart
Cards must use this option.
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Remote password change - This option is applicable for users with fixed passwords who
are locked out.
For USB storage devices protected by Media Encryption & Port Protection policies, only
remote password change is available
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