Remote user support in Ewida Audit

In this article, we focus on the remote user support features available in Ewida Audit. This is not a classic helpdesk ticketing system, but a set of administrative and support tools that help the IT department work with users’ computers on the company network.

Ewida Audit is a Windows desktop application, so the features described here work within a local infrastructure model, using Agents, hosts, and communication inside the company environment. In most cases, these functions require the Agent to be installed in advance on the employee’s computer.

Basic information

Ewida Audit is primarily a tool for computer hardware auditing, activity monitoring, and analysis of the IT environment. The features described here as helpdesk functions are additional capabilities of the program that make remote user support easier without the need to rely on separate administration tools.

In practice, this means quick contact with an employee, checking the state of their computer, launching remote system tools, and carrying out basic support tasks without having to go physically to the workstation.

Sending messages to employees

Ewida Audit makes it possible to send messages to a single user or to a larger group of employees at the same time. The message appears on the recipient’s computer as a Windows system dialog box, and the user can respond by choosing one of the available buttons.

Depending on the configuration, the administrator can use buttons such as:

  • Yes,
  • No,
  • OK,
  • Cancel.

Different message window types are also available, for example:

  • Information,
  • Question,
  • Warning.

It is a simple but very practical feature. It works well when the IT department wants to quickly share information about planned work, get confirmation from a user, or let them know that a specific action is required.

Remote screen view, VNC, and RDP desktops

Ewida Audit makes it possible to use remote screen view for a monitored computer. This is a form of passive observation that lets you see what is happening on the user’s screen without taking active control of their work. This feature can be useful for troubleshooting, checking the current situation, or supporting a user during a phone call.

The program also provides two remote desktop mechanisms:

  • VNC — lets you connect to the employee’s computer within the same user session,
  • RDP — uses the Windows Remote Desktop mechanism and usually takes over the session in the way typical of RDP.

In practice, the choice between these modes depends on the Windows version, organizational requirements, and the expected way of working with the user. It is also worth remembering that not all Windows versions support RDP to the same extent.

Remote CMD console

One useful administrative feature is the remote CMD console. It allows you to connect to a selected computer in cmd.exe mode and carry out administrative tasks from the command line.

Before starting such a connection, you need to provide authorization data that defines the permissions used in the remote console. This solution is especially useful when the problem can be resolved with a simple system command, without the need to start a full remote desktop session.

Remote file management

Ewida Audit also provides a window for remote file handling on a selected computer. The interface resembles a classic file manager and allows basic administrative operations to be performed directly on the remote host.

Available actions include, among others:

  • creating files and folders,
  • deleting items,
  • running files,
  • downloading data from the remote computer,
  • sending files to the user’s computer.

This is especially useful when you need to provide the user with a specific file, collect logs, or check the contents of a particular folder without asking the employee to do it manually.

Remote management of the Windows registry

The program also makes it possible to manage the Windows registry remotely. The feature works in a way similar to the classic REGEDIT tool and allows you to create, edit, and delete registry branches and values on a selected computer.

This can be useful when solving configuration problems, making small administrative changes, or removing incorrect settings without having to log in locally to the workstation.

Remote management of processes and services

Ewida Audit allows you to remotely retrieve the list of active processes on an employee’s computer and perform basic administrative actions on them. It is possible both to close a process in the standard way and to force it to end.

The same applies to Windows services. After selecting a host, the program retrieves the list of services, which can then be reviewed, started, stopped, paused, and switched between different startup modes. In practice, this is very useful when diagnosing problems with applications, system services, or components running in the background.

Other remote functions

In addition to the tools described above, Ewida Audit also provides other remote actions that can be useful in the daily work of the IT department. These include, among others:

  • Run remotely — launching a selected file or CMD command on the user’s computer,
  • locking the computer screen,
  • logging off the user,
  • shutting down the computer,
  • restarting the computer,
  • restarting the Agent,
  • Wake On LAN — starting the computer remotely, provided that the host has correct WOL data entered, such as the MAC address and port.

Thanks to this, Ewida Audit can serve as a practical tool for remote user support in a company, especially where the IT team wants to work in a single application that combines auditing, monitoring, and administrative functions.