Product Documentation

Managing Remote Support

Oct 20, 2015

Remote support sessions launch a new application window and display the Remote Control window with a rendering of the controlled device. Remote control sessions can be started on all Windows and Android Mobile devices. Remote Support is available on all Windows mobile devices, but remote of devices is only available on Android Samsung SAFE devices.

Note: Remote control of iOS devices is not supported in this release.

You can view devices, users, and groups in the Remote Support application.

To start a remote support session

  1. Start the Remote Support application.
  2. Select a device by clicking its row in the main workspace.
  3. Click Control Device.

To inspect devices, users, and groups

The left-side of the Remote Support application window presents Device Manager user groups as defined in the Device Manager administrative console. By default, only groups containing users that are currently connected are shown. You can see the device for each user next to the user entry.
  1. To see all users, expand each group from the left column. Those users currently connected to the Device Manager server are indicated with a green icon.
  2. To display all users – including those not currently connected – click View and select Non-connected devices; non-connected users appear without the small green icon. Devices connected to the Device Manager server but not assigned to a user appear in Anonymous mode. (The string “Anonymous” appears in the list.) These devices can be controlled just like the device of a logged-in user.

Remote Support Session Options

During a remote control session, an icon appears on the handheld device to inform the user that a remote control session has been established. You can choose from an array of interactions with the controlled device including:

  • Remote control over the device’s screen, including control with colors, in either the main window, or in a separate, floating window.
  • Establishment of a Voice-over-IP session (VoIP) between the helpdesk and the user, and configuration of settings.
  • Establishment of a chat session between the helpdesk and the user.
  • Access to the task manager of the device, including memory and CPU usage, and running applications.
  • Remote exploration of the mobile device’s local directories and file transfer.
  • Remote editing of the Windows Mobile device’s registry.
  • Display of the device’s system information.
  • Display of all the device's installed software.
  • Update of the mobile device’s connection status with the Device Manager server.