Product Documentation

GoToAssist y Remote Support

Feb 06, 2017

You can give users different ways to contact support staff by providing email addresses and phone numbers. When users request assistance from their devices, they see the options that you have set.

You can also configure how users send logs to the help desk from their devices. You can configure the logs to be sent directly or by email.

1. In the XenMobile console, click the gear icon in the upper-right corner. The Settings page appears.

localized image

2. Under Client, click Client Support. The Client Support page appears.

3. Configure the following settings to configure a phone number and email address and to indicate how the device sends logs to the help desk.

  • Support phone (IT help desk): Type the phone number for your IT help desk.
  • Support email (IT help desk): Type the email address for your IT help desk contact.
  • Send device logs to IT help desk: Select whether device logs are sent directly or by email. The default is by email.

    • When you enable directly, settings for Store logs on ShareFile appear. If you enable Store logs on ShareFile, logs are sent directly to ShareFile. Otherwise, the logs are sent to XenMobile and then emailed to the help desk. In addition, the If sending directly fails, use email option appears, which is enabled by default. You can disable this option when you do not want to use the client email to send the logs if there is a server problem. When, however, you disable this option and a server problem occurs, the logs are not sent.
    • When you enable by email, the client email is always used to send the logs.

4. Click Save.

Remote Support

Remote support enables your help desk representatives to take remote control of managed Windows and Android mobile devices.

Remote Support is available on all Windows mobile devices and on Android Samsung SAFE devices and non-Samsung devices.

Screen cast is supported on Samsung KNOX devices only.

Remote control of iOS devices is not supported.

During a remote control session:

  • Users see on their mobile device an icon indicating a remote control session is active.
  • Remote Support users see the Remote Support application window and a Remote Control window that shows a rendering of the controlled device.
localized image

By using Remote Support, you can do the following:

  • Remotely sign on to a user's mobile device and control the user's screen. Users can watch you navigate their screen, which can also be helpful for training purposes.
  • Navigate and repair a remote device in real time. You can change configurations, troubleshoot operating system issues, and disable or stop problematic apps or processes.
  • Isolate and contain threats before they spread to other mobile devices by remotely disabling network access, stopping rogue processes, and removing apps or malware.
  • Remotely enable the device ringer and call the phone, to help the user to locate the device. When a user can't find the device, you can wipe it to ensure that your sensitive data is not compromised.

Remote Support also enables support personnel to:

  • Display a list of all connected devices within one or more instances of XenMobile.
  • Display system information including device model, operating system level, International Mobile Station Equipment Identity (IMEI) and serial number, memory and battery status, and connectivity.
  • Display the users and groups for XenMobile.
  • Run the device task manager where you can display active processes, end active processes, and restart the mobile device.
  • Run remote file transfer that includes bidirectional file transfer between mobile devices and a central file server.
  • Download and install software programs as a batch to one or more mobile devices.
  • Configure remote registry key settings on the device.
  • Optimize response time over low-bandwidth cellular networks by using real-time device screen remote control.
  • Display the device skin for most mobile device brands and models. Display a skin editor to add new device models and map physical keys.
  • Enable device screen capture, record, and replay with the ability to capture a sequence of interactions on the device that creates a video AVI file.
  • Conduct live meetings by using a shared whiteboard, VoIP-based voice communications and chat among mobile users and support personnel.

Remote Support System Requirements

The Remote Support software installs on Windows-based computers which meet the following requirements. For port requirements, see Port Requirements.

Supported platforms:

  • Intel Xeon/Pentium 4 -1 GHz minimum Workstation class
  • 512-MB RAM minimum
  • 100-MB free disk space minimum

Supported operating systems:

  • Microsoft Windows 2003 Server Standard Edition or Enterprise Edition SP1 or later
  • Microsoft Windows 2000 Professional SP4
  • Microsoft Windows XP SP2 or later
  • Microsoft Windows Vista SP1 or later
  • Microsoft Windows 10
  • Microsoft Windows 8
  • Microsoft Windows 7

To install the Remote Support software

  1. To download the Remote Support installer, go to the XenMobile 10 download page and log on to your account.
  2. Expand Tools and then download XenMobile Remote Support v9.
    The Remote Support file name is XenMobileRemoteSupport-9.0.0.35265.exe.
  3. Double-click the Remote Support installer and then follow the instructions in the installation wizard.

To install Remote Support from the command line:

Run the following command:

RemoteSupport.exe /S

where RemoteSupport is the name of the installation program. For example:

XenMobileRemoteSupport-9.0.0.35265.exe /S

You can use the following variables when installing the Remote Support software:

  • /S: to install the Remote Support software silently with the default parameters.
  • /D=dir: to specify a custom installation directory.

To connect Remote Support to XenMobile

To establish remote support connections to managed devices, you must add a connection from Remote Support to one or more XenMobile servers that manage the devices. That connection runs over an app tunnel that you define in the Tunnel MDM policy, a device policy for Android and Windows Mobile/CE devices. Define the app tunnel before you can connect Remote Support to XenMobile. For details, see App tunneling device policies.

1. Start the Remote Support software and use your XenMobile credentials to sign on.

2. In Connection Manager, click New.

localized image

3. In the Connection Configuration dialog box, on the Server tab, type the following values:

a. In Configuration name, type a name for the configuration entry.

b. In Server IP address or name, type the IP address or the DNS name of the XenMobile server.

c. In Port, type a TCP port number, as defined in the XenMobile server configuration.

d. In Instance name, when XenMobile is part of a multitenant deployment, type an instance name.

e. In Tunnel, type the name of the Tunnel policy.

f. Select the Connect to server using SSL Connection check box.

g. Select the Auto reconnect to this server check box to connect to the configured XenMobile server each time the Remote Support application starts.

localized image

4. On the Proxy tab, select Use a http proxy server and then type the following information:

a. In Proxy IP Address, type the IP address of the proxy server.

b. In Port, type a TCP port number used by the proxy.

c. Select the My proxy server requires authentication check box when the proxy server requires authentication to allow traffic.

d. In Username, type the user name to be authenticated on the proxy server.

e. In Password, type the password to be authenticated on the proxy server.

localized image

5. On the User Authentication tab, select the Remember my login and password check box and enter the credentials.

6. Click OK.

To connect to XenMobile, double-click the connection you created and then enter the user name and password you configured for the connection.

To enable remote support for Samsung KNOX devices

You create a Remote Support policy in XenMobile to give you remote access to Samsung KNOX 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 over colors (in either the main window, or in a separate, floating window), the ability to establish a Voice-over-IP session (VoIP) between the help desk and the user, to configure settings, and to establish a chat session between the help desk and the user.

    With Premium support, you need to configure the Samsung MDM License Key device policy in the XenMobile console. When you configure this policy, only select the Samsung KNOX platform. You don’t need to configure the Samsung SAFE platform for this scenario, because the ELM key is automatically deployed on Samsung devices when they enroll in XenMobile. For details, see Samsung MDM license key.

For information about configuring the Remote Support Policy, see Remote support device policy.

To use a Remote Support session

After you start Remote Support, the left-side of the Remote Support application window presents XenMobile user groups as you defined in the XenMobile console. By default, only groups containing users who are currently connected appear. 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 XenMobile 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 XenMobile server but not assigned to a user appear in Anonymous mode. (The string Anonymous appears in the list.) You can control these devices just like the device of a logged-in user.

To control a device, select the device by clicking its row and then clicking Control Device. A rendering of the device appears in the Remote Control window. You can interact with a controlled device in the following ways:

  • Control the device screen, including control with colors, in either the main window, or in a separate, floating window.
  • Establish a VoIP session between the help desk and the user. Configure VoIP settings.
  • Establish a chat session with the user.
  • Access the device task manager, to manage items such as memory usage, CPU usage, and running apps.
  • Explore the mobile device local directories. Transfer files.
  • Edit the device registry on Windows mobile devices.
  • Display device system information and all installed software.
  • Update the mobile device connection status with the XenMobile server.