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Knox Remote Support Web Viewer

In cases where the device users need additional troubleshooting and support from IT admins, they may request a remote support session where the IT admin connects to the target device from their computer and runs diagnostics or fixes issues remotely.

Connect to the target device

To connect to the target device using the Knox Remote Support Web Viewer:

  1. On the Devices page, select the box for the device you want to access using Remote Support Web Viewer, and then click Knox Remote Support.
  2. On the Remote Support screen that opens, complete the following steps:
    1. In the Viewer Type list, click to select Web Viewer.
    2. If you want to change the way the app runs on the target device, in the Run Type list, click to select the appropriate option. The default value is Allowed by User.
    3. Click Run.
  3. On the Knox Remote Support page that opens, you see all the information you need to connect to the remote device, including a 6-digit access code. Provide the 6-digit access code on this page to the device user that requested remote support assistance. You can now control the target device using the Knox Remote Support Web Viewer.

Control devices with the Knox Remote Support Web Viewer

To control the user’s devices remotely with the Knox Remote Support Web Viewer, complete the following steps:

  1. Instruct the device user to install the latest version of the Knox Remote Support Agent.
  2. Connect to the target device.
  3. After successfully connecting to the target device, you can now see the connected device's information and set the Transfer Quality.
    1. Knox Remote Support tab— You can see the history of the connected device activities such as the connected time, as well as the history of any record, screen capture, or file transfer processes.
    2. Information tab—You can see the detailed device information such as device model name, IMEI, Serial number, and OS version.
    3. Settings tab— You can set the Transfer Quality on this tab.
      • Transfer Quality— The default transfer quality value is Automatic. You can also select 30%, 50%, or 100% as this value. If you select automatic, dynamically sized data can be transferred using the QoS method according to the network condition, thus improving the network’s data transfer quality. The response time may slow down as the transfer quality improves.
  4. Perform any IT service or repair activities to the target device using this viewer. For more information about the functions of the Knox Remote Support Web Viewer, see Using the functions of the Knox Remote Support Web Viewer.
  5. NOTE— By default, there is a 20-minute time limit for each Knox Remote Support session. You can reset the time limit by clicking the clock icon. Five minutes before you reach the time limit, a popup message opens to ask whether you want to extend the session. If you choose to extend it, your session's timer is restarted. Otherwise, your session ends after 5 minutes.
  6. To end the session and stop providing remote support, click Stop on the device screen or click the Disconnect button.

Using the functions of the Knox Remote Support Web Viewer

When a connection between the Knox Remote Support Web Viewer and the Knox Remote Support Agent is successfully established, the user’s device screen shows on the Knox Remote Support Web Viewer. The function buttons such as Menu, Home, Back, Power, Volume Down/Up and Rotate on the bottom start functioning just like the features on the device. If the device screen is locked, you can click the Home button to unlock the screen.

NOTE— If the device screen is locked, then the viewer shows the following error message: The screen is turned off. Press the Power button to start. In this case, limited functions are supported: Record, File browser, Home, and Power button.

The Knox Remote Support service provides the following functions:

  1. Recording the device screen
  2. Transferring files
  3. Rotating the device screen

Recording the device screen

You can record the device’s screen and save the recording as a video file to find out if errors are occurring on the device.

NOTE—
  • Recorded videos are saved in WEBM format and contain an administrator ID, Tenant ID, Device name, and date and time recorded.
  • Up to 10 minutes of video can be recorded.
  • The QoS function is not available while recording a video.
  • If the maximum recording time is exceeded, a notification pop-up shows and the recording stops.

To record the device screen, complete the following steps:

  1. Click Record at the bottom of the screen.
  2. Click Rec to start recording a video. The recording time shows on the Record card at the left side of the screen, and the user is notified that the screen is being recorded through a notification on the device screen.
  3. Click Pause to pause the recording or click End to finish the recording. If you click Pause, you will see Restart and End. Click Restart to restart the recording.

Capturing the device screen

Click Capture Screen on the bottom to capture the device screen. Captured files are saved in JPG format and contain an administrator ID, Tenant ID, Device name, and date and time captured.

NOTE— You cannot capture device screens that application developers have designated as secure using the Android WindowManager FLAG_ SECURE setting.

Transfer files

You can transfer files, such as log files, from a device to the admin's computer to check the condition of the device. Files can also be transferred from the admin's file system to the device.

NOTE — Consider the following:
  • Up to 200 MB of files can be transferred at a time.
  • For the device, transferred files are saved to the Downloads directory of the internal storage. For the admin's computer, transferred files are saved according to the web browser's download manager.

To transfer files from the device to the admin's computer:

  1. Click File Browser in the viewer's toolbar.
  2. In the device screen, select and hold a file to initiate a selection.
  3. Select any additional files to transfer.
  4. Click File Transfer.

To transfer files from the admin's computer to the device:

  • Drag files from the desktop or file explorer into the device screen.

To view a log of transferred files for the remote session:

  • In the Transfer File card, click Detail. A list of file names and sizes opens.

Rotating the device screen

To change the orientation of the device's screen to landscape or portrait mode, click Rotate on the bottom of the screen. The device's screen will not rotate when the Home screen or the currently running application does not support the screen rotation feature.