XenMobile

Remote support device policy

September 11, 2020

Contributed by: K C

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.

The official version of this content is in English. Some of the Citrix documentation content is machine translated for your convenience only. Citrix has no control over machine-translated content, which may contain errors, inaccuracies or unsuitable language. No warranty of any kind, either expressed or implied, is made as to the accuracy, reliability, suitability, or correctness of any translations made from the English original into any other language, or that your Citrix product or service conforms to any machine translated content, and any warranty provided under the applicable end user license agreement or terms of service, or any other agreement with Citrix, that the product or service conforms with any documentation shall not apply to the extent that such documentation has been machine translated. Citrix will not be held responsible for any damage or issues that may arise from using machine-translated content.

Remote support device policy

September 11, 2020

Contributed by: K C

September 11, 2020

Contributed by: K C

Remote support device policy

Android and Windows CE settings

Remote support device policy

In this article