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    Remote control failed. Error code 5: Access is denied

    Only the administrators on the terminal server can “shadow” other users, but what do you do if you have a “super user” that need to remotely support the other users?

    You just have to modify the rights a little bit.
    On the terminal server open “Terminal Services Configuration” and right click on the connection.
    In “remote control” choose “use remote control with…”.
    In “permissions” add the super user and go to “advanced”. Add the “remote control” right.

    If the users affected by the new rights were logged in, remember to log them off before the changes are working.