Remote Troubleshoot

Overview

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 resolves this using Remote Control which lets you fix issues remotely in real-time effortlessly.

Advantages

  • No additional to be installed on the device
  • Uses Zoho assist for facilitating remote seesion, which is free and is a part of MDM
  • Seamless integration with MDM for efficient troubleshooting of managed devices
  • Pre-requisites

    General

    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.

    iOS

    Android

    Configuring Remote Control

    Once you have signed in, the configuration is complete. You can now remotely control the managed devices.
    Remote troubleshoot allows you to view the device screen over-the-air, in case of iOS, Non-Samsung and Non-Sony devices. You can however control Samsung and Sony devices over-the-air, using MDM.

    Remote Troubleshoot managed devices

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

    Once the user accepts the request, the device screen is displayed and the issues can then be fixed remotely.

    Remote Chat

    When fixing issue remotely in real time, IT administrators may need to contact the device user, to pass on instructions or understand the problem in greater detail. With the IT administrator already viewing the remote screen, it becomes more taxing to separately contact the device user as well. MDM solves this by allowing the administrator to chat with the device user from the screen view window itself. The IT administrator needs to click on the Chat icon, present on the left of the window to initiate a chat session with the user, which functions in parallel with the remote session. This is applicable only for Android devices

    Remote Commands

    In addition to chatting with the user, you can also remotely execute commands through the chat window. This is especially useful for the IT administrators, as they execute remote commands right from the device view window itself. The following commands are supported:

    COMMAND SYNTAX USE ADDITIONAL INFORMATION
    /LOCK Remotely locks the device Admin can lock the device and continue to view/control the screen
    /REBOOT Remotely reboots the device Admin can continue to view/control the device once it has been rebooted.
    /EXIT-KIOSK Disable Kiosk mode provisioned on the device Once Kiosk has been removed, the Admin can still continue to view/cotnrol the device
    /ENTER-KIOSK Re-associates the previously disassociated Kiosk policy This command can be used, only if a Kiosk policy was previously distributed and later removed.
    /HOME Navigates to the homescreen on the device This command can be used, there is no on-screen home screen button.
    /SYNC Syncs the managed devices with the MDM server This command can be used to immediately scan the device without using the ME MDM app.

    These commands can be ideally used in case of devices provisioned with a Kiosk policy, restricting physical buttons as well. In such a scenario, basic operations such as lock, reboot etc., cannot be performed by the user. Using remote commands lets the Admin do these operations remotely, while still controlling the device.

    Enabling Screen Recording on iOS devices

    Follow the steps below to enable screen recording on the device, which is required to initiate a remote session on iOS devices.

    See Also: Configure Mobile Device Manager Plus, Device Enrollment, Location Tracking,App Management,  Profile Management,  Asset Management, Security Management , Reports
    Copyright © 2018, ZOHO Corp. All Rights Reserved.
    ManageEngine