How To
Summary
The MaaS360 Remote Support agent gives administrators the ability to remotely view and control Android devices running 5.0+
Remote Control is supported only on Samsung devices.
Remote View is supported on all other Android OEMs and models.
NOTE: If your devices are using Kiosk/COSU Kiosk Mode, please use TeamViewer integration to initiate remote control
Firefox or Chrome browsers are recommended for the admins initiating remote control/view sessions
Steps
First ensure that the MaaS360 Remote Support app is being deployed via the app catalog. It will not be visible to end users on the home screens, but viewing it in the Play store locally on the device should inform them if it is installed or not.
From the MaaS360 portal - Navigate to the Device View and under "More" select "Remote Control/View Device."
The portal will display a screen that informs the admin of the code to share with the user. This will let them know that they are receiving an authentic request to control the device. Once the end-user knows the code, the admin can select "Confirm." (Each code is unique to a specific session and may not be used on other devices)
On the device, the user will get several potential cues that there is a remote session being requested. This can come in the form of a notification on the system tray or an icon in the status bar.
When the user taps the notification (swipe down from the top of the screen) on the system tray, they will be presented with the verification code to ensure that their session matches the one being requested by the admin.
Note: On Samsung devices, the user may receive a prompt to accept the KNOX Privacy Notice during the initial session launch. Subsequent sessions will not prompt again.
Once the end user confirms the session, the admin will control/view the device screen. Using the mouse cursor to select various screen elements will launch an app, type on the keyboard, or go to the home screen, for example.
The user may also select to pause or end the session. Pausing is beneficial in scenarios where sensitive data (such as passwords) must be entered on the device, but the session still needs to continue.
If the user ends the session, the admin will see this notification:
Likewise, if the admin terminates the session, the end user will receive a notification:
Once the session is terminated (rather than paused), a new session will need to be generated to remote view/control the device again.
Related Information
Document Location
Worldwide
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Document Information
Modified date:
27 May 2021
UID
ibm11088146