This article applies to TeamViewer customers with a Premium, Corporate or Tensor plan.

Introduction

The target of the TeamViewer-Intune integration is to enable IT Administrators to remotely administer an Intune-managed device; providing remote assistance to information workers.

Through the troubleshooting portal, Admins will:

  • Remotely troubleshoot issues such as licensing, enrollment, and compliance issues even app installation failures. 
  • Perform remote tasks such as manage mobile apps, file transfer system logs, view device system information, monitor hardware performance including CPU utilization, RAM usage, and device storage information.
  • Save time, cut travel costs for on-site, in-person service calls and maintenance

Audience

This document intends to address Intune IT Admins and Help Desk support staff.

Prerequisites

It is assumed that the reader is familiar with using Intune in Azure.

  • Valid TeamViewer account with eligible license. To sign up, please visit: https://login.teamviewer.com Intune 1.png

     

  • Intune product license assigned to Intune administrator account. Used to enable the TeamViewer integration.Intune 2.png

     

  • Intune role permissions: Microsoft Intune --> Intune roles - All roles --> Intune roles - Permissions --> Remote assistance:
    • Update Remote Assistance: Allows administrators to start a new remote assistance session for any user. Users with this role are not limited by any Intune role within a scope. Also, user or device groups assigned an Intune role within a scope can also request remote assistance.Intune 3.png

       

      Microsoft Intune --> Intune roles - All roles --> Intune roles – Permissions --> Remote tasks:

    • Request Remote Assistance: Initiates a remote assistance session with a user's device by using TeamViewer. TeamViewer must be configured for your tenant. Remote assistance with TeamViewer supports Windows MDM managed PC's, Android PCs. HoloLens, Surface Hub and Windows 10 S devices are not supported.Intune 4.png

       

Software Requirements

  • Supported administrator platforms establishing outgoing connections via TeamViewer Full Client App: Windows, MacOS, Linux, iOS, Android.
  • Supported information worker endpoint platforms allowing incoming connections via QuickSupport App supports Windows MDM managed PC's, Android, iOS.
    • HoloLens, Surface Hub and Windows 10 S devices are not supported.
  • The Company Portal App is required to receive/allow remote request.
  • Windows devices that are enrolled using "userless" methods, such as DEM and WCD, don't show the TeamViewer notification in the Company Portal app.

About TeamViewer for Intune

The TeamViewer integration in Intune offers key features and workflows:

  • Allowing IT admins to seamlessly initiate remote sessions in the Intune dashboard.
  • Notifying Information workers of remote request via the Company Portal App.
  • Supporting multiple, simultaneous tabbed sessions to Intune-managed devices.
  • Mass deploying unattended access to Windows and Android devices.
  • Securing all sessions using RSA public/private key exchange and AES 256-bit encryption.

The integration benefits administrators; streamlining remote administration when support cases surface and the TeamViewer Connector is pre-built into the Intune platform. No separate installation necessary!

About this manual

This manual describes how to enable the TeamViewer Connector and initiate the remote assistance request to Intune-Managed devices. It also provides an overview of the various features provided by the integration.

TeamViewer Client Installation

Installing the TeamViewer application is optional. In case you do not install TeamViewer, a run-once version of TeamViewer is downloaded when you try to join/initiate a TeamViewer session. Else, the TeamViewer window will be opened automatically. We recommend installing the TeamViewer application as this will reduce the time required to remotely administer a device. To install the TeamViewer App, follow the below steps:

  1. Download the TeamViewer installer for your OS by invoking the following URL: https://www.teamviewer.com/en/download/
  2. Run the downloaded application. Choose the “Basic Installation” option as shown below and then click the “Accept – Finish” button
  3. In case the User Account Control dialog pops up, click the “Yes” button. TeamViewer installation will proceed and complete.Intune 5.png

     

Enabling TeamViewer Connector

The TeamViewer integration in Intune is pre-built, only requiring the end user to enable the integration and link their TeamViewer account.

Please make sure prerequisites have been met.

To enable the TeamViewer integration:

  1. Administrators navigate within the Azure portal to: Intune > Devices > TeamViewer Connector > and select the ‘Connect’ button:Intune 6.png

     

  2. Next, authorize Intune access to the TeamViewer account by choosing: ‘Log in to TeamViewer to authorize’:Intune 7.png

     

  3. Administrators will be redirected to TeamViewer to enter TeamViewer credentials and accept required permissions: Intune 8.png

     

  4. Authorized TeamViewer accounts will be redirected Microsoft Intune, requiring sign in with Microsoft credentials:Intune 9.png

     

  1. Once successful, a confirmation message stating: ‘TeamViewer has been successfully connected. You can now close this window’ will display and the connection status showing green ‘Active’

If users experience an error message after this step, please ensure a proper Intune license is associated with the account.  Please see section ‘Prerequisites’ for further information.

Video demonstration below or the attached .mp4 file "EnableTV":

 

Request Remote Assistance

To remotely administer an Intune managed device, administrators will need to select a device via Intune ‘Troubleshooting’ e.g. Microsoft Intune > Troubleshoot or ‘Devices’ e.g. Microsoft Intune > Devices.  In this use case we will be requesting remote assistance to a user’s device through the Troubleshooting portal.

  • The Intune troubleshooting portal can be used by Intune administrators to view information about a specific Intune user and assigned devices.
  • Troubleshoot problems such as licensing, enrollment, and compliance issues even app installation failures. 
  • Also, School Administrators can manage Windows 10 / iOS devices in Intune for Education
  1. In the Azure portal select Intune, and in the Help & Support section, choose Troubleshoot.
  2. The IT help desk will select a user who has opened a support case.Intune 10.png

     

  3. Once IT select’s the problematic device, they can view the full dashboard listing the device status and initiate ‘New Remote Assistance Session’ to the user’s device by selecting ‘…More’ in top right corner. Intune 11.png 

  1. When the remote assistance session has been generated, ‘Start Remote Assistance’, will appear, bringing the Admin into the waiting portal until the end user accepts the request. Intune 12.png

     

  2. On the remote side, the Company Portal App’s flag notification prompts the IW to accept the request and confirm to allow remote control.

    Windows Ex.Intune 13.pngAnsicht Windows

     Mobile Ex.

    Intune 14.pngAnsicht MobilgerätIntune 15.pngAnsicht MobilgerätIntune 16.pngAnsicht Mobilgerät

Please note:

  • Remote assistance is for attended access requiring end user interaction.
  • Remote sessions take place via TeamViewer QuickSupport App which is added in Intune>Client Apps as a LOB or Managed App.
  • TeamViewer Host on Windows OS only will also accept remote assistance requests if already installed.
  • The QuickSupport App and Add-On for mobile devices must be installed prior before a remote session can take place.
  • If QuickSupport App is not installed prior to remote request, then end user will automatically be taken to App Store to download after accepting remote assistance.

Video demonstrations below or see attached .mp4´s:

  1. RequestRemoteAssistance
  2. Accept_Request_Windows
  3. Mobile_Accept_Request

 

Deploying TeamViewer MSI Package

TeamViewer offers an MSI deployment package to install TeamViewer Full Clients or Host modules to your entire network of Windows 10 devices silently, without IT staff leaving their desk or requiring manual actions from end users. 

Please note:

  • Deploying TV MSI packages does require a TeamViewer Corporate subscription and the TeamViewer full client is needed to view the managed device(s).
  • If the Host is installed on users’s devices, IT admins can still request remote assistance with attended access, allowing the session to be passed through the Company Portal App.

When deploying the MSI as a LOB App, IT Admins are able through cmd line switch parameters to configure:

  • Account assignment for managed devices (unattended access),
  • Easy access to avoid storing passwords,
  • Configure proxy credentials
  • Remove TeamViewer shortcut icon.
  • More information on supported command lines can be found in the Community link here.

Steps to deploy MSI package:

  1. As a prerequisite, we will need to enter the TeamViewer Management Console with the Admins account.
  1. Under the ‘Design & Deploy’ section in the top right corner we choose to ‘Add Host’.Intune 17.png

     

  1. In the configuration screen we customize the module and download the MSI installer.Intune 18.png

     

  1. Next, we create our API token with the proper permissions used for automated account assignment via ‘Edit Profile’ in top right corner>’Apps’>’Create script token’. Make sure to add correct permissions for the token: 

Name: Something meaningful

Computers & Contacts: View, Add, Edit and delete entries 

 

Intune 19.png

 

 

  1. Once the token is generated, we will save it for a later step. Additionally, the API token displayed after the Host creation will work as well.Intune 20.png

     

  1. In the Intune dashboard, we navigate to the Client Apps section, choose ‘Add’, and for App type select line-of-business App.Intune 21.png

     

  1. Under App package file, open the file explorer and select the previously download MSI file.
  1. Configure details defining a description for the App, input TeamViewer as the trusted publisher and most importantly paste the required cmd line parameters including the token we saved from previous step 5.Intune 22.png

     

Command-line argument ex.

/qn APITOKEN=XXXXXXX-XXXXXXXXXXXXXXXXXX ASSIGNMENTOPTIONS="--grant-easy-access --alias %COMPUTERNAME% --reassign --group IntuneManaged"

  1. Once available, navigate to Client Apps, select the TeamViewer Host LOB App, manage the assignment as ‘required’ to silently force the installation, select group of devices and confirm all changes have been saved. Intune 23.png

     

  1. Monitoring the installation status; confirming the deployment was successful, we cross reference the device’s hostname and secure unattended access from the TV full client.Intune 24.png

      

Video demonstrations below:

Mass Deploy Android Host

Through Intune’s EMM system - supporting App Configuration Policies for Managed Apps, Admins can deploy the TeamViewer Host App to support Android phones and tablets.  Devices include Samsung, Asus, Honeywell, Caterpillar, Lenovo, Sony and more….  Please check the following Community article for a list of supported devices and Add Ons. 

Once the Android Host is deployed, in addition to remote view & remote control, TeamViewer enables chat support, secure file transfer, viewing system information and the ability to stop or uninstall problematic Apps.  Admins can now benefit with the ability to access unattended devices used as POS systems or Kiosks.

Deploy Android Host:

  1. As a prerequisite, we will need to enter the TeamViewer Management Console with the Admins account.
  2. Navigate to top right corner and choose ‘Add Android Host’. Intune 25.png

     

  3. In the configuration screen define a name for the module and select a group where the managed device will display. Make sure to copy the configuration link after saving the module for later steps.Intune 26.png

  4. Navigate to Intune --> Device Enrollment --> Android Enrollment to make sure you have linked your managed Google Play account to Intune, granting permission to send both user and device information to Google.Intune 27.png

     

  1. Navigate to Client Apps and open Managed Google Play store. Intune 28.png

     

  1. In the Play Store the Admin will search for the TeamViewer Host App and make sure it is approved as a Managed App along with any other Add Ons specific to your devices to allow the full control feature. Intune 29.png

     

  1. Once synchronized the Managed App will appear in the Intune dashboard and the Admin will verify the required App is assigned to a group containing the intended devices for deployment. Intune 30.png

     

  1. Using our saved ConfigID from previous step 3, add an App Config Policy including the name, description and Managed device as an enrollment type.
  2. After choosing Android as the platform and selecting the associated App, configure permissions using the configuration designer or JSON editor.
  3. In this example we use the configuration designer adding the value type as ‘string’ and paste the ConfigID as the configuration value.Intune 31.png

     

  1. The Host will install as a Managed App under a work profile. Intune 32.png

     

  1. Opening the TV Full Client, we select the assigned group, double click the managed device and perform remote administration.Intune 33.png

     

Important: Please make sure that default ‘Device Type Restrictions’ is not blocking ‘Android work profile’ and the permissions is configured to ‘Allow’ 

Intune 34.png

  

Video demonstrations below:

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