If you are set up to provide remote assistance to other employees using Windows Remote Assistance, the ConfigMgr Remote Control Viewer, or Quick Assist, you may find that you are unable to remote into a specific user's computer. If they are confident they are connected to the Sophos Connect VPN, you can try remoting into their computer by IP address instead of by typing in their computer name.
1. Have the user open Sophos Connect (icon in the bottom-right corner of the screen by the date/time).
2. On the main Connections screen, underneath the green checkmark indicating that they are connected, they will see three little icons. Have them click the middle icon (says "Networks" when you hover over it) with two arrows. Then, they will see listed a "Virtual IP address."
3. Have the user read their IP address to you, and enter it in your remote assistance tool in place of their computer name. You should be able to connect.
If you continue experiencing issues, please contact the Service Desk.
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