If I will need to remotely troubleshoot a system, I like to have the system functioning as an SSH server, so that I have a means to log into the system over an encrypted connection to a command line interface. Microsoft Windows sysems don't come with SSH server software from Microsoft, but there are third-party applications that allow you to set up a Microsoft Windows system as an SSH server. By using an SSH connection to obtain a Windows command prompt, I can log into the system for troubleshooting while the user continues to work on the system without interfering with the user's work. One software package that I've found that works well for that purpose is Copssh (Gygwin + OPenSSH).
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