Sending a remote session request for TeamViewer unattended access

The secure TeamViewer unattended access allows administrators to configure permanent access to remote devices without requiring user intervention.

Before you begin

For the remote unattended support session to work, make sure that TeamViewer is installed on both the administrator's device and on user devices. Using the Initiate Remote Support option does not install TeamViewer on devices.

IT administrator must distribute the TeamViewer Host app from the App Catalog to devices.
Note: The TeamViewer Universal Add On is required for some devices.
After the TeamViewer Host app is distributed, the user must manually give Accessibility permissions during the first login for the remote support to work. The user can see Ready To Connect displayed after the permission is enabled and you need not sign in to the TeamViewer Host app by using any credentials.
To install the TeamViewer client on the administrator device, see Installing the TeamViewer client on an administrator device.
To install the TeamViewer app on user Windows devices, see Silently installing and pushing the TeamViewer app for Windows from MaaS360.

About this task

MaaS360® uses the TeamViewer Host app to initiate a secure TeamViewer unattended remote support session on managed devices.

Note:

The devices that support TeamViewer unattended access are listed at https://community.teamviewer.com/t5/Knowledge-Base/IBM-MaaS360/ta-p/34499#toc-hId-411184760.
TeamViewer unattended access supports Windows MDM-managed devices only.
TeamViewer unattended access does not support Windows DTM-enrolled devices.
The operating systems that are supported by TeamViewer are listed at https://community.teamviewer.com/t5/Knowledge-Base/Which-operating-systems-are-supported/ta-p/24141#toc-hId--444798387.

Procedure

From the IBM® MaaS360 Portal home page, select Devices > Inventory.
Do one of the following.
- In the List view, hover over the More option that is located under the device and then select Initiate Remote Support.
- In the Detail view, select More > Initiate Remote Support.
If the device supports both attended and unattended access, the options to select a connection mode are displayed.
Click Continue.
The remote support link for the administrator is generated.

Note: For security reasons, the TeamViewer remote support link is valid for only 5 minutes.
Start the administrator's remote support link with the TeamViewer client on the Windows or macOS machine to initiate the remote support session.
The session is started automatically without user intervention.
Notes:
- If a Windows device is offline, an error message is displayed that an issue with initiating the remote unattended support session for that device exists.
- Android devices with passcode enabled shows a blank screen. Enter the passcode and click Enter to continue the Remote Session.

For more information about the TeamViewer license and subscription status, see FAQs about the TeamViewer subscription.
For more information about the TeamViewer app or to contact the TeamViewer Support team, go to https://www.teamviewer.com/en/support/contact/.