Flexxible Remote Assistance

Flexxible Remote Assistance is a feature designed to facilitate secure and efficient technical support, allowing an operator to remotely access a device and take control of the user's session to diagnose issues, apply changes, or execute administrative tasks.

The solution enables the management of any application visible to the user, including those requiring privilege elevation or running under User Account Control (UAC), ensuring a temporary operation with a strict focus on security and privacy.

Features

• Compatible with user sessions on physical devices, VDI, shared desktops, and virtualized application environments.
• Works with or without a proxy.
• Supports both end-user devices and unmanned devices (servers or kiosks).
• Compatible with Windows.
• Useful for occasional support sessions or as a remote access mechanism to infrastructure (e.g., servers).

Privacy and security

• To minimize the attack surface and reduce the risks of vulnerability exploitation, the agent does not install additional software, so there is no service "listening" for incoming connections. Only runs (without installation) in real-time when requested from the Workspaces module.

• Audio redirection is disabled by default to prevent the operator from listening to conversations if the user is on a video call.

Remote assistance types in Portal

1. Interactive (Attended)

Allows the operator to connect to a device and take control of the user's active session, after obtaining their explicit consent.

This connection mode provides secure and supervised access to the user's environment, facilitating real-time issue resolution and support actions.

2. Unattended

Allows an operator to access and control a device without needing a user to be present. It is aimed at server-type or kiosk devices.

When starting this type of assistance, FlexxAgent shows the operator a dynamic password that regenerates with each session, necessary to start the assistance process (it is not recommended to store it).

3. Dynamic

Allows the operator to access the device regardless of whether or not there are active user sessions.

If there is an active session, the interactive (attended) assistance process is initiated. If no active session exists, unattended remote assistance is launched, even allowing login with other accounts without interfering with user data.

Requirements

• The device receiving remote assistance must have FlexxAgent installed.
• Connectivity to https://ras.flexxible.com via TCP port 443.

info

Remote assistance will be interrupted if FlexxAgent is restarted during its execution.

Settings

A device cannot receive remote assistance if it is not enabled for it.

This can be done in two ways: from Product and from Reporting Groups.

Configuration from Product

1. Go to Portal -> Settings -> Organization.
2. In the menu, click the Products tab.
3. Click FlexxAgent Configuration in the record of the desired product.

This action allows applying the change to all reporting groups.

Configuration from Reporting Groups

1. Go to Portal -> Settings -> Reporting Groups.
2. Click FlexxAgent Configuration in the record of the desired report group.

This action allows you to activate or deactivate the functionality for one or more reporting groups.

Activation

The execution of Flexxible Remote Assistance can be done at the device or session level.

Appliance

1. Access Portal -> Workspaces.
2. In the table, select the device where you want to perform assistance.
3. Click the Remote Assistance button.
4. Select the type of assistance:

• Remote Assistance (interactive)
• Unattended remote assistance
• Dynamic remote assistance

5. Wait a few seconds to download the activation file.

6. Download the activation file.

7. User consent will be requested before the operator can take control.

   

8. Begin remote assistance.

   When remote assistance is in progress, the message appears on the device's detail view:

   A remote assistance session is currently ongoing for this workspace. For more information, check the Operations section.

   

Session

1. Access Portal -> Sessions.
2. In the table, select the session where you want to perform assistance.
3. Click the Remote Assistance button.
4. Select the type of assistance:

• Remote Assistance (interactive)
• Unattended remote assistance
• Dynamic remote assistance

5. Wait a few seconds to download the activation file.

6. Download the activation file.

7. User consent will be requested before the operator can take control.

   

8. Begin remote assistance.

   When remote assistance is in progress, the message appears on the device's detail view:

   A remote assistance session is currently ongoing for this workspace. For more information, check the Operations section.

   

Activation files

The operator must download an activation file to provide the service. This depends on whether the device providing support has FlexxAgent installed.

Through Set as default, the operator can choose this as the default way to download the activation file.

Devices with FlexxAgent installed

The operator must download and execute the Flexxible Remote Assistance file, which has the extension .flxra.

• Runs without installation, with user permissions.
• Remains active only during the session.
• Once finished, it stops and the file is automatically deleted from the system.

tip

Flexxible recommends configuring the browser to directly open this type of file (.flxra), thus avoiding having to manually access the Downloads folder to execute them.

To do this, once the file is downloaded (without opening it), access the browser's download history from the navigation bar, right-click on the file, and select the option Always open files of this type.

Devices without FlexxAgent installed

The operator must click Download and execute the file with the .exe extension.

• Runs without installation, with user permissions.
• Remains active only during the session.
• The file is not automatically deleted after the session ends.

In both cases, the user's consent will be required before the operator can take control.

• View from the operator's screen:

• View from the user's screen:

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Even if the file is executed without administrative privileges, the operator will have access to administrative tools through Flexxible Tools.

Preferences for downloading the activation file

From the User Settings screen, you can define how you want to download the activation file, as well as the option to skip confirmation before starting assistance.

Generated Processes

Executing the activation file starts two processes:

• FlexxAgent.exe
• FlexxibleRA.exe

Operation through proxy

From the operator's point of view

When executing the activation file, FlexxAgent checks if the Proxy_Url key exists:

• If it detects it, it uses it.
• If not, it runs AnyDesk in autodetection mode.

From the end-user's point of view

FlexxAgent checks if the proxy is configured.

• If it detects it, it uses it.
• If not, it runs AnyDesk in autodetection mode.

If the proxy configuration registry keys do not exist, it will detect if the operating system has the proxy configured.

• If it detects it and it is accessible, it uses it.
• If not, it runs AnyDesk in autodetection mode.

Flexxible Tools

The remote assistance file runs with user permissions. If the user does not have admin privileges, the operator can use Flexxible Tools, available in interactive (attended) remote assistances.

Flexxible Tools allows the operator to run administrative tools.

• CMD
• PowerShell
• Registry editor
• Task Manager

Settings

Flexxible Tools can be activated for users depending on their role in Portal.

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Flexxible Tools requires version 25.10 or higher installed. And both the operator's device and the assisted device must belong to the same FlexxAgent environment.