Remote Troubleshoot
This feature is available in Professional, Free, and Trial editions of MDM.
Ever since the advent of the pandemic, the world has adopted the virtual work culture. Many organizations shifted their base to go completely remote. So managing the endpoints is quite challenging for an IT admin. To help assist users with help in using apps, identifying issues in device settings, troubleshooting kiosk devices or remotely deployed devices, and assisting field agents, MDM comes up with Remote troubleshooting. With Remote troubleshooting, admins can troubleshoot the devices over the air.
What does MDM offer?
For Android devices, MDM lets you to either remotely view or control the device. You can also chat with the user and provide necessary troubleshooting tips. For iOS devices, you can remotely view the devices.
How does MDM actually troubleshoot your devices?
MDM uses Zoho Assist, a free in-house application to perform this remote troubleshooting.There is no need of other third-party application. Firstly MDM server has to be integrated with Zoho Assist. Once integrated, your managed devices are ready to be troubleshooted remotely.
Note: The agent bandwidth consumption of Zoho Assist is 100-300 KB per second.
Pre-requisites
- Zoho Assist to be integrated with MDM server.
- MDM app to be installed on the device.
- Remote view is supported for iOS and Android devices. Remote control is supported only for Fully managed Android devices.
Advantages of Remote troubleshooting
- Minimal user intervention.
- You can troubleshoot devices in Kiosk also.
FAQs
1. Can I remotely control devices using ManageEngine MDM?
MDM supports remote troubleshooting for both iOS and Android devices, with different capability levels per platform:
- iOS: Remote view only. You can view the device screen but cannot control it.
- Android: Both remote view and remote control are supported. Any enrolled Android device supports remote screen viewing without additional prerequisites. Remote control of the screen is supported on most OEMs automatically. For OEMs not natively supported, enable the Universal Remote Plug-in on the device before initiating control.
Privacy controls: As an admin, you can define the level of remote troubleshooting permitted in your organization using Device Privacy settings:
- Disabled: No technician or admin can initiate a remote session.
- User Controlled: A session can be started only after the end user approves the prompt on the device.
Role-based access: Remote control access can also be defined based on roles:
- Full Control: Configure settings and control the device.
- Write: Initiate and control sessions only.
- Read: View device settings only.
2. What firewall settings are required for MDM and remote access?
To enable MDM management and remote access, the required ports and URLs must be whitelisted on your firewall or proxy. For the complete list of ports and domains required for managing Android devices and for remote control via Zoho Assist, refer to the MDM FAQ — Ports and URLs.
For remote control and remote view specifically, ensure the following domains are accessible from both the MDM server and managed devices:
- *.zoho.com:443
- *.zohoassist.com:443
Note: Depending on your region, ensure the appropriate regional Zoho and Zoho Assist domains are also whitelisted. For the full list, refer to the Remote Troubleshooting — Troubleshooting Tips section.