CompTIA A+ Core Certification: Operational Procedures - Remote Access Technologies

220-1102: Objective 4.9: Given a scenario, use remote access technologies.
A technician commonly needs to access client computers or virtual computers remotely. The machines might be in another part of the network operations center or at the homes of clients working in other parts of the world. Remote access allows a user to see and control what is going on in another computer or device in a different location.

Examples of using remote access include the following:
- A support technician accessing a client’s computer to troubleshoot or update a PC.
- A network administrator adjusting settings on a server in another part of the network.
- A network administrator needing to access a router, switch, firewall, or other network device to manage traffic. (These devices usually do not have keyboards or monitors for input or output.)
A few protocols and applications have long been used for remote access, and third-party applications have become more prevalent. This section describes examples of remote access technology.

Methods/Tools
Several methods exist for connecting remote computers, each developed for a specialized need or environment. This section discusses the most common methods for remotely accessing and managing remote computers and networks.

RDP
Remote Desktop Protocol (RDP) was developed by Microsoft to allow a user to securely connect to a remote computer in order to perform services or support another user. The protocol allows for encrypted access with screen capture, mouse, and keyboard functions. Common tasks with the remote connections are support and management of remote computers. RDP is based on a client/server model. The user is the client, and the remote Windows computer enables the RDP server. The remote computer serves a graphic capture of the screen to the support tech. The support tech can manipulate the mouse and keyboard of the remote computer as well. If a remote worker needs tech support, the technician can then instruct the worker to enable the RDP server (if it isn’t already enabled) and remotely see what is going on. This can greatly reduce the cost of tech services in a company.
 

RDP is a proprietary Microsoft protocol that is preinstalled on Windows, but macOS and Linux versions of both server and client are available as well. To enable Remote Desktop in Windows 10, go to Settings System Remote Desktop. Remember that RDP uses port 3389, which needs to be opened in the firewall.

“Operating Systems” discusses RDP in detail.

Windows 10 Remote Desktop Connection App is the most current tool for connecting a computer running Windows 10 Pro to another computer or device (iOS, Android, or Windows) that is also running the Remote Desktop App. The client device must enable the Remote Desktop Connection. To enable it in Windows 10, go to Settings System and choose Remote Desktop Connection to toggle the enable setting. On iOS or Android, open the Remote Desktop Connection and select the desired PC for the connection.

Note: This type of software is known as thin client software because only the mouse movement, keyboard activity, and screenshot captures are sent across the network, requiring very low bandwidth. Citrix, working with Microsoft, was the pioneer of thin client software, but many other vendors now compete in the market.

VPN
A virtual private network (VPN) connection creates a secure tunnel over a public network, such as the Internet, between two computers (see “VPN Connections” for more detail).

Virtual Network Computing
Virtual network computing (VNC) is common in desktop support. It allows a support agent to remotely control mouse and keyboard inputs to a client’s computer.

SSH
Secure Shell (SSH) allows data to be exchanged between computers on a secure channel. This protocol offers a more secure option than FTP and Telnet. The Secure Shell server uses TCP port 22.

Remote Monitoring and Management
Remote Monitoring and Management (RMM) tools enable technicians to monitor and manage remote networks. This usually involves installing special tools called agents that collect data and report it back to the management team for data analysis. RMM solutions are primarily designed to help large managed IT service providers (MSPs) remotely manage and administer customer computers and networks.

Microsoft Remote Assistance
Microsoft Remote Assistance (MSRA) is the Windows utility for offering or accepting remote assistance. In Windows, it can be enabled by accessing the run menu (Windows+R) and typing MSRA.
As with Remote Desktop Connection, MSRA must first be enabled under System Properties with specific information on who is allowed to connect. If the computer is part of an enterprise network, MSRA options might not be available if other help applications are proscribed by management.
When the app opens, options to invite a connection or to accept a connection request appear.

Third-Party Tools
For years, a market has existed for specialized tools or the third-party development of terminal services such as Telnet and SSH, as well as FTP. Some tools are free, and others have free client software but paid server software; still others are pay only. Often a free 30-day download is available to individuals but not to companies.
Sometimes Windows incorporates third-party tools into the OS, but the options available can vary from those of the third parties that created the tools. For example, PuTTY (www.putty.org) is an open source application that provides connectivity software for Telnet and SSH connections.

Screen-Sharing and Videoconferencing Software
Screen-sharing and videoconferencing software came into wide public use during the COVID-19 pandemic, when remote working and learning became the norm. Pre-pandemic, a clearer distinction was made between screen sharing and videoconferencing, but now the software products listed here are used to perform both tasks. Numerous products help organizations share communication and screens, and each has a place in the market. Some are very familiar, such as Zoom, Microsoft Teams, Google Meet, and Webex by Cisco Systems. Costs, features, and support options vary widely.

File Transfer Software
Several protocols use SSH as a way of making a secure connection. One of these is Secure File Transfer Protocol (SFTP). Regular FTP, which was designed decades ago, before security was a major concern, can be insecure. SFTP combats this by providing file access over a reliable data stream, generated and protected by SSH over port 22.
 

FTP uses two ports during a file transfer session: port 21 to initiate a connection and port 20 to establish a connection to transfer files.
Many large companies use FTP to manage large documents and files that need to be shared to a distributed workforce. Serv-U (www.serv-u.com), by SolarWinds, is a commercial provider of FTP, and FileZilla (https://sourceforge.net/projects/filezilla/) is an open source FTP application that works for Windows, macOS, and Linux.
Cloud file management is now doing much of the work FTP has performed in the past. Examples of cloud storage providers are Dropbox, Google Drive, Microsoft OneDrive, and Amazon Drive. There is also widening acceptance of cloud-based document sharing, such as Google Docs, in which documents are created and edited in a shared cloud environment. Most cloud-based file transfers are faster and easier than with FTP, but FTP is in wide use and easy to manage, so technicians will encounter it for the foreseeable future.

Desktop Management Software
Desktop Management Software is designed to allow network administrators to manage the software and software updates on machines, either local or remote. This can mean managing licenses, remote installations, and security patches on machines under their control. Some products facilitate the management of one software product across different OS platforms.

Security Considerations of Each Access Method
Security has become the most prominent concern in the information technology field. Weaknesses that have existed for years are being discovered—and exploited—on a regular basis. No product or system discussed in this section is immune to the ever-increasing sophistication of private and government-sponsored hackers.
The technologies mentioned here do have associated concerns, but they are closely related.

A famous example from the COVID-19 pandemic provides a valuable lesson. During the pandemic, when Zoom became the most popular remote meeting software in a matter of days or weeks, users were focused on connecting cheaply and easily, and Zoom accomplished both. After a few weeks, however, Zoom bombing became an issue when uninvited outsiders were able to join and disrupt meetings. Zoom scrambled to create security systems for the product.

Eventually, updates were created that required the sound authentication practices discussed in “Security.”
What could have been done to mitigate the security threats? In hindsight, the most important would have been to make security concerns paramount over “cheap and easy” when selecting software.
 

Another common security practice that improves the safety of these remote technologies is using them over a VPN whenever possible. Remember that VPNs encrypt communication. Along with strong authentication practices, this can help organizations remotely connect and work in a safe environment.