Remote Troubleshoot

This feature is available in Professional, Free, and Trial editions of MDM.

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.

The agent bandwidth consumption of Zoho Assist is 100-300 KB per second.

MDM resolves this using Remote Control which lets you fix issues remotely in real-time effortlessly. To understand more about Remote Troubleshoot, click here to view the end-to-end interaction diagram

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

    We have made your job simpler!

    Learn how to setup iOS Remote Troubleshoot with MDM, in about 3 minutes through this demo video.

    Android

    We have made your job simpler!

    Learn how to setup iOS Remote Troubleshoot with MDM, in about 3 minutes through this demo video.

    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 and Android devices not manufactured by these OEMs (Samsung, DENSO WAVE, Lenovo, and Sony devices). In case of these OEMs, you can control the 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.

    In case you want unattended remote access in Android devices, device user needs to select the checkbox Do not show again when shown the prompt to iniatate the remote session

    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 In case of unattended remote access, you can lock the device without requiring any assitance at the user end
    /REBOOT Remotely reboots the device Admin can still view/control the device after the command is executed and the device gets rebooted.
    /EXIT-KIOSK Disable Kiosk mode provisioned on the device Once Kiosk has been removed, the Admin can still continue to view/control 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 or in case of unattended remote access.
    /SYNC Syncs the managed devices with the MDM server This command can be used to immediately scan the device, in case the ME MDM app is hidden.

    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.

    For devices running iOS 12 and above, follow the steps given below:

    When an admin initiates a remote view session for devices running iOS 12 and above, the user receives a notification in the ME MDM app. Click on the notification and select the ME MDM app option as the app to begin the screen recording. This initiates the remote view session for the IT admin.

    For devices below iOS 12 follow the steps given below to initiate the remote session:

    See Also: Configure Mobile Device Manager Plus, Device Enrollment, Location Tracking,App Management,  Profile Management,  Asset Management, Security Management , Reports
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