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Remote Support 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. KM currently includes two flavors of the Remote Support tool:

Remote Support web-based viewer

The web version of Remote Support provides the same features as the standalone version, such as unattended mode and screen sharing.

Connect to the target device

To connect to the target device using the web-based Remote Support viewer:

  1. On the Devices page, select the box for the device you want to access using web-based Remote Support viewer, and then click 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 Manage 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 Remote Support web-based viewer.

Control devices with the RS web-based viewer

To control the user’s devices remotely with the Remote Support web-based viewer, complete the following steps:

  1. Instruct the device user to install the latest version of the RS App.
  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. 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 RS web-based viewer, see Using the functions of the RS web-based Viewer.
  5. NOTE— By default, there is a 20-minute time limit for each 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 RS web-based viewer

When a connection between the RS web-based viewer and the RS app is successfully established, the user’s device screen shows on the RS web-based 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 RS web-based 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 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.

Transferring files

You can transfer files, such as log files, from a device to the administrator’s computer to check the condition of the device. Files can also be transferred from the administrator’s computer to the device.

NOTE— Consider the following items:
  • Up to 200 MB of files can be transferred at a time.
  • Transferred files are saved in the Download folder of the device’s internal storage and in the Remote Support folder on the desktop screen of the computer.

To transfer files from the device to the computer, complete the following steps:

  1. Click File Browser at the bottom of the screen.
  2. In the file browser on the device screen, click and hold a file or folder to access the file selection mode.
  3. Click the check boxes for the files to transfer. You can also select a folder to transfer all the files in it.
  4. Click File Transfer.

To transfer files from the computer to the device, drag files from the computer and drop them onto the screen of the RS web-based viewer.

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.

Remote Support viewer

KM originally included only the Windows app based Remote Support Viewer. This viewer is currently still available but will be deprecated soon. Unlike the Remote Support web-based viewer, you must download and install the latest version of the RS Viewer app on your Windows computer before you can provide remote support to target devices.

Installing the RS Viewer

To install the RS Viewer, complete the following steps:

  1. On the Admin Portal, click Download icon. In the Cloud Connector / Remote Support tab, next to Remote Support Viewer (Admin), click Download. The RS Viewer installation file is downloaded.
  2. Run the downloaded file on the computer.
  3. Select the language to install and click OK.
  4. Click Next when the InstallShield Wizard starts.
  5. Read the End User License Agreement carefully, select I accept the terms in the license agreement, and click Next.
  6. Set a folder to install the RS Viewer.
    • Click Change to set a new path and click Next.
  7. Click Install.
  8. Once the installation is completed, click Finish. The Remote Support icon is created on the computer. IT admins can now control the target device using this app.

Control devices with the RS Viewer

To control the user’s devices remotely with the Remote Support web-based viewer, complete the following steps:

  1. Instruct the device user to install the latest version of the RS App.
  2. Connect to the target device.
  3. After successfully connecting to the target device, you can now configure the environments of the RS Viewer. To do so, click at the top of the screen.
    • Proxy Server enabled—If the administrator’s computer uses a proxy server, specify the use of the proxy server, its IP address, and port number. Even if you do not set a proxy server, the proxy server is automatically detected and set.
    • Transfer Quality—If Auto (the default value is Auto; you can select 30%, 50%, or 100%) is selected, 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.
    • Screen Capture Path—Click and specify the location to save captured screenshots.
    • Recording Path—Click and specify the location to save video files.
  4. Enter your ID and password for the Admin Portal, and click Connect.
  5. 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.
  6. NOTE—By default, there is a 20-minute time limit for each Remote Support session. 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.
  7. 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.

Using the functions of the RS Viewer

When a connection between the RS Viewer and the RS app is successfully established, the user’s device screen shows on the RS Viewer. The Menu button and the Previous button will start functioning just like the features on the device. The Volume buttons on the left side and the Power button on the right side will also start functioning. If the device’s screen is locked, you can unlock the screen by clicking the Home button in the RS Viewer.

The Remote Support service provides the following functions:

View the device screen in full-screen mode

To expand the Remote Support viewer to the full-height of your monitor's screen, click maximize maximize window button button on the top right. This will expand the viewer to full height vertically while maintaining the aspect ratio width wise.

Rotating the device screen

To change the orientation of the device’s screen to landscape or portrait mode, click in the upper-right corner 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.

Capturing the device screen

Click in the upper-left corner of the screen to capture the device screen. Captured files are saved in JPEG format and contain an administrator ID and a watermark.

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

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 AVI format and contain an administrator ID and a watermark.
  • 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 will appear and the recording will stop.

To record the device screen, complete the following steps:

  1. Click at the top of the screen.
  2. Click Start to start recording a video. The recording time shows at the bottom of the pop-up message, and the user is notified that the screen is being recorded through a notification on the device screen.
  3. Click Stop to pause the recording or click Resume to restart the recording.
  4. Click Stop to finish the recording.

Transferring files

You can transfer files, such as log files, from a device to the administrator’s computer to check the condition of the device. Files can also be transferred from the administrator’s computer to the device.

NOTE—Consider the following items:
  • Up to 200 MB of files can be transferred at a time.
  • Transferred files are saved in the Download folder of the device’s internal storage and in the Remote Support folder on the desktop screen of the computer.

To transfer files from the device to the computer, complete the following steps:

  1. Click in the upper-right corner of the screen.
  2. In the file browser, tap and hold on a file or folder to access the file selection mode.
  3. Click the check boxes for the files to transfer.
    • You can also select a folder to transfer all the files in it.
  4. Click File Transfer.

To transfer files from the computer to the device, drag files from the computer and drop them onto the screen of the RS Viewer.

To cancel the file transfer, click Cancel in the File Transfer window.

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