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 end-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 end-user devices. Using the Initiate Remote Support option does not install TeamViewer on devices.

To install the TeamViewer client on the administrator device, see Installing the TeamViewer client on an administrator device.
For Windows 10+ devices: To install the TeamViewer app on end-user Windows 10+ devices, see Silently installing and pushing the TeamViewer app for Windows 10+ 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. For Windows 10+ devices: TeamViewer unattended access supports Windows 10+ 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 MaaS360® Portal Home page, select Devices > Inventory
Do one of the following:
- In the List view, hover over the More option that is located below 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.
Launch 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.

Note: If a Windows 10+ device is offline, an error message is displayed that there is an issue with initiating the remote unattended support session for that device.

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/.