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Dynamics 365 Community / Forums / Microsoft Dynamics AX (Archived) / How to remotely suppor...
Microsoft Dynamics AX (Archived)

How to remotely support a Dynamics AX customer?

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Posted on by Kenige 215

I'm keen to support dynamics customer remotely since doing so in SAP for a long time. The method for doing this in SAP is well established in SAP, but it's not clear to me for Dynamics.

Do I simply need a terminal services connection at the customer, or can such a connection be made between the Dynamics AX client on my station and the Dynamics server on the client side (with appropriate VPN setup?)

IS there a 'support connector' or something along those lines?

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  • Suggested answer
    Chino Profile Picture
    Chino 130 on at

    You can provide support through a terminal service connection. You log in to a ts server and open the AX client there.

  • Suggested answer
    Martin Dráb Profile Picture
    Martin Dráb 237,880 Most Valuable Professional on at

    You can also use generic tools for connection to the actual user session and collaborate directly with the user, regardless whether you use Windows Remote Assistance, RDS shadow sessions or a third-party tool such as GoToAssist.

  • Suggested answer
    Community Member Profile Picture
    Community Member on at

    I agree with Martin,

    you have to use another software than AX for the remote connection. AX doesn't have any built in remote support.

    It could be windows remote, netsupport, teamviewer etc.

    If you have a large organisation you should probably go with one of the more well known, and secure, solutions. But if you have only a handfull of users you could use a simple software such as teamviewer or vnc to connect to the users computer.

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