Device screen sharing

You can view the screen of a remote device from your Endpoint Management console. Screen sharing is supported on MDM-managed iOS devices. To enable screen sharing, users run the AetherPal Mobile Support Management app (AetherPal Mobile Support) on the remote device. You can view the remote device screen in read-only mode.

This feature gives you a real-time view of reported issues and lets you diagnose efficiently and help rectify the issues.

Prerequisites on the remote device:

  • MDM-managed iOS devices
  • Submit an activation request at the AetherPal activation site. Alternatively, email citrixsales@aetherpal.com.
  • The remote device must have outbound connectivity to.
  • The remote device must run iOS version 11 or later. On devices running iOS versions 9.3 through 11, live streaming of the screen is not supported. However, the user can share static screenshots.

To set up screen sharing, first, define the AetherPal Mobile Support app and the corresponding configuration policy, and then push the app and policy to the user device.

  1. Add the AetherPal Mobile Support app. Follow the steps described in Add a public app store app. On the App Information page, under Platforms, choose iOS and clear the others.
  2. Add an App Configuration device policy for the AetherPal Mobile Support app. Follow the steps described in App configuration device policy.

    • In the App Configuration Policy page, under Platforms, choose iOS and clear the others.
    • From Identifier, select the app you defined earlier.
    • Type the Dictionary Content provided by AetherPal on customer activation.
  3. Deploy to the Delivery Group. Deploy the AetherPal Mobile Support app as a required app. Also, deploy the App Configuration device policy. Follow the steps described in Deploy resources.

    The AetherPal Mobile Support app is now available on the remote device when the device connects to Endpoint Management.

    • Instruct the user to accept the app and allow its installation.
    • Instruct the user to launch the app. The provisioning information provided via the app configuration policy gets loaded and the device gets enrolled with the AetherPal server.
    • Instruct the user to initiate screen sharing from the AetherPal Mobile Support app on the remote device. For more information, download the AetherPal Citrix-Remote Management Guide.
  4. Launch screen sharing. From the Endpoint Management console, go to the Monitor tab, search for the user, and select the device you want to troubleshoot. On the Device Details page, click Screen Sharing. This button is enabled only when the device is MDM-managed and enrolled with the AetherPal server.

    Image of Monitor configuration screen

  5. A new tab opens in your browser. It shows the status of your connection to the remote device.

    Image of Monitor configuration screen

  6. After the connection establishes, the remote device screen is available on your browser.

    Image of screen sharing on device

Device screen sharing

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