I am opening this post to discuss solutions for upgrading Remote Support in an enterprise environment where all software, including the Representative Console, must be distributed via Microsoft Intune. Users cannot install or upgrade software themselves directly from the Download Console page, which often leads to downtime during upgrades.
Our current approach is:
- Upgrade the backup appliance first to obtain the latest software and prepare the Intune package in advance.
- On rollout day, ensure the new version is available in Intune, then temporarily switch the backup appliance to primary so users experience minimal interruption.
- Behind the scenes, we will upgrade the original primary appliance, then revert to the normal setup.
However, this method has limitations: during the backup/primary appliance upgrade, there is no failover, and data synchronization may be affected.
What strategies have you used to handle similar upgrade challenges in Intune-managed environments?
