Control devices using Knox Manage

To control the user’s devices remotely with the RS Viewer from the Admin Portal, complete the following steps:

  1. Navigate to Device.
  2. On the “Device” page, click the check box for the device you want to control.
  3. Click Remote Support.
  4. In the “Remote Support” window, complete the following steps according to the device type:
    • For Android Enterprise Work Profile devices or unenrolled devices, select the country code and enter the device phone number to send the access code.
    • For enrolled devices, click an execution type that you want to use to start the RS app installed on the user’s device.
      • Allowed by User—Runs the RS app only when the user has allowed the application to be forcibly run.
      • Force Run—Run the RS app forcibly, regardless of whether the user has allowed forced running of the application.
  5. Click Run.
  6. Instruct the user to enter the access code on the device.
  7. Conduct remote service to the user’s device with the RS Viewer. For more information about the functions of the RS Viewer, see Using the functions of the RS Viewer.
  8. Stop Remote Support by tapping End on the device screen or clicking X in the upper-right corner of the RS Viewer.
    • You can click Disconnect on the RS Viewer only to disconnect the connection with the device and not close the RS Viewer.
    • When Remote Support ends, the elapsed hours show in the RS Viewer and on your device.
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