Product Documentation

Remote support device policy

Note:

For on-premises XenMobile Server deployments: Remote support enables your help desk representatives to take remote control of managed Windows CE and Android mobile devices. Screen cast is supported on Samsung KNOX devices only.

Remote support isn’t supported for clustered on-premises XenMobile Server deployments.

For more information, see Support options and Remote Support.

You create a remote support policy in XenMobile to give you remote access to supported Windows and Android devices. You can configure two types of support:

  • Basic, which lets you view diagnostic information about the device, such as system information, processes that are running, task manager (memory and CPU usage), installed software folder contents, and so on.
  • Premium, which lets you remotely control the device screen, including:
    • control colors (in either the main window, or in a separate, floating window)
    • establish a Voice-over-IP session (VoIP) between the help desk and the user
    • configure settings
    • establish a chat session between the help desk and the user.

To implement this policy, you must do the following:

  • Install the XenMobile Remote Support app in your environment.
  • Configure a remote support app tunnel. For details, see App tunneling device policies.
  • Configure a Samsung KNOX remote support device policy as described in this topic.
  • Deploy both the app tunnel remote support policy and the Samsung KNOX remote support policy to user devices.

To add or configure this policy, go to Configure > Device Policies. For more information, see Device policies.

Android and Windows CE settings

Image of Device Policies configuration screen

  • Remote support: Select Basic remote support or Premium remote support. The default is Basic remote support.

Remote support device policy