Product Documentation

Installing Remote Support

Feb 24, 2013

With Device Manager, your help desk representatives can remotely support smartphones used by a company's mobile workforce to ensure that users have consistent, reliable, and secure access to enterprise data and applications. Device Manager has the following features:

  • Remotely log onto a user's smartphone that is located anywhere and control the device's screen. You can see and control the user's screen just as if they had the device physically with them. Once in control, users can watch you navigate the screen, which can be helpful in training users on how to best use the device.
  • Remote Control allows you to remotely navigate and repair a device in real-time. By remotely navigating to a smartphone's screen, you can change configurations, troubleshoot operating system issues, and disable or end problematic applications or processes.
  • S Virus and malware threats are becoming increasingly pervasive on smartphones. Your security personnel can use Remote Control to isolate and contain threats before they spread to other smartphones by remotely disabling network access, stopping rogue processes, removing applications, and removing malware.
  • Remote Control allows you to remotely enable the device's ringer and call the phone, allowing the employee find and retrieve the device on their own. Smartphones that users cannot find or are stolen can also be located and wiped to ensure your sensitive data is not compromised.

To install the Remote Support Client

You can install the Remote Support Client by clicking a link in Device Manager.

When you install the Remote Support Client, you can enable users to have an icon on the device desktop and allow users to save their Device Manager credentials.

If you are deploying the Remote Support Client to a wide audience, the installer program supports the following variables:

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

For example, run the following command: <RemoteSupportClient>.exe /S where RemoteSupportClient is the name of the installation program.

  1. Double-click the Remote Support Client installation file.
  2. Follow the instructions in the wizard.

To add a remote support device manager connection

You can add a remote support connection to Device Manager, which is necessary to establish remote support connections to managed devices.
  1. In the Remote Support application, to add a new connection entry, click New.
  2. In the Connection Configuration dialog box, on the ZDM Server tab, enter the following values:
    1. Next to Configuration name, enter a name for the configuration entry.
    2. Next to Server IP address or name, type the IP address or the DNS name of the Device Manager host.
    3. Next to Port, type a TCP port number, as defined in the Device Manager server configuration.
    4. Next to Instance name, if Device Manager is part of a Multi-Tenant deployment, type an instance name.
    5. Next to Tunnel, type the name of the Remote Support tunnel configuration entry as defined in the Device Manager server configuration.
    6. Next to Secure connection, select the check box to indicate that the connection to the Device Manager host should be made using SSL.
    7. Next to At Remote Support startup, select the check box to connect to the Device Manager host described in this entry each time the Remote Support application is started.
      Note: The Connection Manager remains available to the Remote Support application via the latter’s menu options.
  3. Select the Proxy tab.
  4. Select Use a http proxy server and then enter the following information:
    1. Next to Proxy IP Address, type the IP address of the proxy server.
    2. Next to Port, type a TCP port number used by the proxy.
    3. Next to My proxy requires authentication, select the check box if the proxy server requires authentication before conveying traffic.
    4. Next to Username, type the user name to be authenticated on the proxy server.
    5. Next to Password, type the password to be authenticated on the proxy server.
  5. Click the User Authentication tab and then select the Remember my password option.
  6. Select the Remember my login and password check box to open the field elements.
  7. Complete the fields on the User Authentication tab to associate a user name and password with the connection entry.
  8. Click OK.

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

Configuring Remote Support App Tunnels

Device Manager application tunnels (app tunnels) are designed to increase service continuity and data transfer reliability for your mobile applications. App tunnels are used to define “proxy” parameters between the client component of any mobile device applications and the application server component. App tunnels can also be used to create remote support tunnels to a device for management support by clicking the Create button.

Device Manager tunneling acts as a stream buffer to overcome inherent network issues, such as irregular latency or network hopping. They also provide checkpoint restart capabilities, which is critical when bouncing between cellular data points. Furthermore, Device Manager will automatically apply on the fly data compression and AES encryption to all data traffic transiting within each tunnel.

On the Tunnels tab in the Remote Support application, you can assign a tunnel “channel” dedicated to each mobile application and monitor those applications. For each application defined on this page, Device Manager transmits and monitors the data streams in a separate tunnel.