IBM Support

Remote Control Support Update for Samsung devices

How To


Summary

From Android version 15 and later, the remote control functionality through the Knox SDK is being restricted to devices that are managed through Android Enterprise enrollment through an EMM solution. This change is implemented to enhance the device security and to make sure the privacy of Samsung users is preserved. No action is required for IBM MaaS360 Remote Support users. If other remote access tools are used to troubleshoot, then the permissions must be granted manually. This can be processed through Samsung’s Knox Service Plugin (KSP) app using the OEMConfig workflow.

Objective

Use of Other Remote Access Apps

To configure the Android Enterprise Device Owner mode of enrollments, follow the steps.

Steps

  1. Log in to the IBM® MaaS360® Portal.
  2. Click Security > Android OEMConfig, and click Add Configuration.1
  3. Enter a name, and select Knox Service Plugin, and click Next.                        2
  4. Go to Device-Wide Policies, and click Configure.                                                  3
  5. Go to Enable device policy controls, click Configure, and set the value to Yes.
    5
  6. Go to Application management policies and click Configure. Click Next.
  7. Go to Enable application management controls, click Configure, and set the value to Yes.
  8. Go to Enable Add applications for accessing the Knox SDK, click Configure, and set the value to Yes.
  9. Go to the main OEMConfig screen by clicking the Knox Service Plugin link.Navigate To Base OEMConfig page
  10. Go to Add applications for accessing the Knox SDK, and click Configure.
  11. When the new screen opens, go to the first entry, and click Configure.
    Note: As many apps as required can be added here. The next steps explain a process that can be repeated.10
  12. Enter the following details.

    1. Package Name

      Click Configure and enter the package name of the remote access app.

    2. Optional:

      Signature

      Leave this field blank unless you know the app’s signature.

    3. Scope

      Click Configure and select REMOTE CONTROL from the drop-down menu.14

  13. Review all the configured attributes to make sure that everything is correct.
  14. Click Save as draft, and click Next.
  15. Click Publish to the appropriate devices or groups.
    Note: If you're using the Knox Service Plugin (KSP) app for the first time, make sure to select Distribute Application so that the app is deployed to devices.                                                                     Distribution

Document Location

Worldwide

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Document Information

Modified date:
23 June 2025

UID

ibm17237411

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