Copy and Paste Support in Remote Help Attended Sessions

Question

Copy and Paste Support in Remote Help Attended Sessions

Jacquelyn Ruby Mascringhas 0

Hello,

We are testing Microsoft Remote Help using the standard attended session method.

We would like to confirm whether copy and paste between the helper and the sharers device is supported during an attended Remote Help session established through Intune and Remote Help app.

Currently, we do not see any option to copy and paste text or files between the two devices during the session.

Is copy and paste supported for attended Remote Help sessions?
If yes, are there any Intune policies, permissions or Remote Help settings that need to be configured?
Does this support both text and files, or text only?

Thank you for your assistance.

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Answer 1

Daphne Huynh (WICLOUD CORPORATION) 1,570 Microsoft External Staff Moderator

Welcome to Microsoft Q&A!

Thank you for taking the time to provide detailed information about your testing scenario.

Based on the behavior you have described, what you are experiencing is expected for an attended Remote Help session.

1. Copy and paste of text is supported in attended Remote Help sessions.

Clipboard text can be copied between the helper's device and the sharer's device during an active Remote Help session. For example, a helper can copy text from their local device and paste it into a text field, such as Notepad, on the remote device.

2. There is currently no separate Intune policy or Remote Help setting for clipboard permissions.

The documented Remote Help tenant settings primarily include enabling Remote Help, allowing support for unenrolled devices, and optionally disabling chat. Access levels such as View Screen, Take Full Control, and Elevation are managed through Intune RBAC permissions. At this time, Microsoft does not provide a separate clipboard-control setting for attended Remote Help sessions.

3. File transfer is not a documented Remote Help capability.

While clipboard functionality is available for text, Remote Help does not currently provide a native file-transfer feature between the helper's and sharer's devices. Therefore, copy and paste should be considered a text-based capability rather than a method for transferring files or folders

If text copy and paste is not working in your environment, you may want to test with simple text between Notepad windows on both devices, verify that both participants are using the latest version of the Remote Help application, and confirm that the session is running through the native attended Remote Help experience rather than a view-only web session.

For additional information, please visit:

Using Remote Help on Windows to Assist Authenticated Users - Microsoft Intune | Microsoft Learn

Plan for Remote Help with Microsoft Intune - Microsoft Intune | Microsoft Learn

Use Remote Help to Assist Users Authenticated by your Organization - Microsoft Intune | Microsoft Learn

I hope this helps clarify the current behavior.

If you find it useful, please click Accept Answer.

Thank you for choosing Microsoft Q&A.

Jacquelyn Ruby Mascringhas 0 Reputation points

2026-09-24T05:16:20.9966667+00:00
Hi Daphne,

We tested attended Remote Help sessions using both of the following methods:

Initiating the attended session directly from Intune.

Launching the Remote Help application manually and establishing the session using the security code provided to the sharer.

In both scenarios, clipboard copy and paste functionality for text does not work.

Test performed:

Opened Notepad on the helper device and Notepad on the sharer's device.

Copied simple text from the helper device and attempted to paste it into Notepad on the sharer's device.

Repeated the test in the opposite direction as well.

Result: No text was transferred between devices.

This behavior is consistent regardless of how the Remote Help session is established.

For reference, both devices are using Remote Help version 5.2.104.0.

Based on your previous response, clipboard text copy and paste should be supported in attended Remote Help sessions. Could you please advise:

Are there any prerequisites, tenant settings, RBAC permissions, Windows configurations or known limitations that must be in place for clipboard functionality to work?

Are there any logs that we can collect from either the helper or sharer devices to assist with troubleshooting?

Thank you!
Daphne Huynh (WICLOUD CORPORATION) 1,570 Reputation points Microsoft External Staff Moderator

2026-09-24T07:52:02.0266667+00:00
Thank you for taking the time to perform those additional tests and for sharing the detailed results.

I would like to clarify my previous response regarding clipboard functionality.

My earlier statement that text copy and paste can be expected to work during a native Windows attended Remote Help session was based on the behavior that has been observed in supported attended-session scenarios. However, after reviewing the available Microsoft Learn documentation, I found that Microsoft does not currently document clipboard functionality as a specific attended Remote Help feature, nor does it provide guidance about clipboard-related prerequisites, configuration options, or known limitations.

As a result, there is an important distinction between expected product behavior and publicly documented functionality. The absence of clipboard-related documentation does not necessarily mean the feature is unsupported. Rather, it means Microsoft has not formally documented how clipboard functionality is intended to behave in attended Remote Help sessions or whether there are any dependencies that affect it.

1. Configuration and permissions

Based on the current public documentation, there is no documented Remote Help setting that specifically enables or disables clipboard access in attended sessions. The documented tenant settings are limited to:

Enable Remote Help

Allow Remote Help to unenrolled devices

Disable chat

Likewise, the documented Remote Help RBAC permissions control capabilities such as:

View screen

Take full control

Elevation

Unattended access scenarios

There is currently no documented clipboard-specific RBAC permission, policy, or configuration setting.

Because of this, I am not aware of any published guidance that would indicate a missing Intune setting, RBAC permission, Group Policy, or Windows configuration as the cause of the behavior you are seeing.

2. Version verification

Could you please verify the complete Remote Help version installed on both the helper and sharer devices?

The latest version currently referenced in Microsoft documentation is 5.2.1040.0, while your post lists 5.2.104.0. If this is not a typographical omission, I recommend updating both devices to the latest available version and repeating the test.

After updating, test again using a full-control native Windows session by copying a short text string between Notepad windows on both devices.

3. Logs to collect

If clipboard functionality continues to fail, please reproduce the issue and collect the following information from both devices:

Open Event Viewer.

Navigate to Applications and Services Logs > Microsoft > Windows > RemoteHelp.

Export the RemoteHelp operational events covering the test period.

Record the session date, time, and time zone.

Note whether the session was running in View screen or Take full control mode.

Capture the full Windows and Remote Help versions from both devices.

Remote Help installation logs may also be available under:

C:\Users\<username>\AppData\Local\Temp

Look for files similar to:

Remote_help_*_QuickAssist_Win10_x64.msi.log

Remote_help_*.log

Administrators can also review session details under:

Intune admin center > Tenant administration > Remote Help > Monitor

And within the Intune audit logs. These logs contain session metadata but do not capture screen content or keystrokes.

4. File transfer

Regarding file transfers, Microsoft's public documentation does not identify file transfer as a supported capability for Windows attended Remote Help sessions. Therefore, files and folders should not be expected to transfer through copy-and-paste operations during an attended session. Because the issue occurs:

With both supported session initiation methods

In both clipboard directions

Between simple Notepad windows

Across multiple devices

I would recommend you opening a Microsoft Intune support case if the behavior continues after confirming the latest Remote Help version. Including the RemoteHelp logs, installation logs, exact reproduction time, session type, device enrollment status, Windows builds, and Remote Help versions will help the support team investigate further.

I apologize for any confusion caused by my earlier response. A more accurate way to describe the situation is that clipboard functionality is not currently documented as a configurable or separately managed Remote Help feature, and the available public documentation does not provide enough information to determine whether the behavior you're experiencing is expected or indicative of a product issue.