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Android Remote Control

As administrators, one of the most common tasks is to identify and fix issues on the managed devices. This becomes onerous when the administrators cannot do it real-time on their own and have to troubleshoot issues with the help of the device user, as the device is usually with the user.

MDM MSP resolves this using Remote Control which lets you fix issues remotely in real-time effortlessly. Samsung devices can be controlled over-the-air, which facilitates seamless troubleshooting of managed devices. The other major advantage is that, remote control requires no additional app to be installed on the device and is supported for Android devices running 5.0 or later versions.

Pre-requisites

  • As MDM MSP uses Zoho Assist to facilitate remote control, a Zoho account is required. You can create a new account here.
  • Ensure *.zoho.com:443 and *.zohoassist.com:443 are white listed on your external firewall. Click this to know the list of domains and this to know the list of ports, to be white listed.

If the Zoho account has Two-Factor Authentication(TFA) enabled, then generate an App-Specific password as explained here. This app-specific password is to be used for configuring Remote Control.

Configuring Remote Control(Not required for MDM MSP Cloud)

  • On the MDM MSP Server, navigate to the Admin tab and click on Remote Control.
  • Provide the credentials of your Zoho account. If no account has been created, create a new account by clicking on the Sign Up link. Ensure you provide the app-specific password, if the entered account has TFA enabled.

Once you have signed in, the configuration is complete. You can now remotely control the managed devices.

Remote Troubleshoot managed devices

The following steps explain how to view the device screen and remote troubleshoot over-the-air:

  • On the MDM MSP Server, click on Inventory tab and select the device whose is screen is to be viewed for remote troubleshoot..
  • Click on the Actions button and select Remote Control. The viewing screen opens up in a new pop-up window.
  • A prompt is also shown on the device, notifying the user about the remote control and requesting permissions to do the same.

Once the user accepts the request, the device screen is displayed and the issues can then be fixed remotely. You can control them in case of Samsung devices.

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