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Knox Remote Support Viewer

If device users need additional troubleshooting and support from you, they may request a remote support session. During this session, you can connect directly to their device from your computer and run diagnostics or fix issues remotely.

Access the Knox Remote Support Viewer

There are two ways to access the Knox Remote Support Viewer from the Knox Admin Portal:

  1. On the Device information screen that shows after you search for a device, click KNOX REMOTE SUPPORT.
  2. In the top-right corner, click Info icon > Knox Remote Support.

If your enterprise uses Knox Manage, you can also access the tool through the Knox Manage console. To use it, go to Device on the console, select a device from the list, and then click Knox Remote Support.

IMPORTANT — Currently, Knox service admins provisioned through Azure AD SSO, Okta SSO, and Ping Identity SSO can't operate Knox Remote Support on the Knox Admin Portal. To provide remote support with an Azure AD SSO account, access Knox Remote Support on the Knox Manage console.

Connect to a target device

  1. If you don't see the 6-digit access code on the Knox Remote Support page, click Connect.

    The Connect button on the Knox Remote Support page

  2. Choose a method to send the access code to the device user:

    • Instruct the device user to enter the access code in the agent on the device.
    • Click Send SMS to send the access code and a URL to install the Knox Remote Support Agent to the device through SMS.
  3. TIP — If you're accessing Knox Remote Support through the Knox Manage console, you can save time and directly launch the agent on the device by clicking Force Run.

You can now control the target device using the Knox Remote Support Viewer.

Control devices with the Knox Remote Support Viewer

To remotely control a device with the Knox Remote Support Viewer:

  1. Instruct the device user to install the latest version of the Knox Remote Support Agent and enter the access code.
  2. Connect to the device. Upon successfully connecting, you can see the connected device's information and set the transfer quality.
    • Knox Remote Support tab — See a history of device activities for the device that's currently connected, such as connection times, recordings, screen captures, and file transfer processes.
    • Information tab — See detailed device information, such as the device model name, IMEI, serial number, and OS version.
    • Settings tab — Set the transfer quality. By default, the transfer quality value is set to Automatic. You can also select 30%, 50%, or 100% for this value. If you select Automatic, dynamically-sized data can be transferred using the Quality of Service (QoS) method according to the network conditions, which improves the network's data transfer quality. The response time may slow down as the transfer quality improves.
  3. Perform IT service or support activities to the device using this viewer. For more information about the functions of the Knox Remote Support Viewer, see Use the functions of the Knox Remote Support Viewer.

    NOTE — By default, there's a 30-minute time limit for each Knox Remote Support session. You can reset the time limit by clicking the clock icon. 5 minutes before you reach the time limit, a pop up 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.
  4. To end the session and cease remote support, instruct the device user to tap Stop on the screen, or click Disconnect in the Knox Remote Support Viewer on your PC.

Use the functions of the Knox Remote Support Viewer

When the Knox Remote Support Viewer successfully connects to the Knox Remote Support Agent, a live view of the device's screen shows on the Knox Remote Support Viewer.

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, those being Record, File browser, Home, and the Power button.

The Knox Remote Support service provides the following functions:

  1. Control device buttons
  2. Record the device screen
  3. Capture the device screen
  4. Transfer files

Control device buttons

The Menu, Home, Back, Power, Volume Down/Up and Rotate buttons at the bottom behave like the softkeys and hardkeys on the device. Click the buttons to trigger the associated action on the device. For example, clicking the Back button in the viewer returns the device to the previous screen. If the device screen is locked, you can click the Home button to unlock the screen.

Record the device screen

You can record the device's screen to find out if errors are occurring on the device. Recorded videos are saved in WEBM format, with a file name that contains an administrator ID, tenant ID, device name, and the date and time of the recording. For example, admin@stage.com_Ara S21 (SM-G991N)_20220523155102.webm.

You can record up to 10 minutes of video. Network QoS isn't available while recording is in progress. If the maximum recording time is exceeded, a notification shows and the recording stops.

To record the device screen:

  1. At the bottom of the screen, click Record.
  2. Click Rec to start recording a video. The recording time shows on the Record card on the left side of the screen, and the user is notified that the screen is being recorded on their device.
  3. Click Pause to pause the recording or click End to finish the recording. If you click Pause the Restart and End controls become available. Click Restart to discard the recording and start over.

Capture the device screen

Click Capture Screen to take a snapshot of the device screen. Captured files are saved in JPG format, with a file name that contains the administrator ID, tenant ID, device name, and the date and time of the capture. For example, admin@stage.com_Tomek_Android_1_20220523154804.jpg

NOTE — Knox Remote Support can't capture the screen of apps that make use of the FLAG_SECURE flag in the Android window manager.

Transfer files

You can transfer files, such as log files, from a device to your computer to check the condition of the device. Files can also be transferred from your file system to the device. Up to 200 MB of files can be transferred at a time. Files transferred to the device are saved to the Downloads directory in its internal storage, and files transferred to your computer are saved according to the web browser's download manager.

To transfer files from the device to your computer:

  1. In the toolbar of the Knox Remote Support Viewer, click File Browser.
  2. In the live view, click and hold a file to initiate a selection.
  3. Select any additional files to transfer.
  4. Click File Transfer.

To transfer files from your PC to the device, drag the files from your desktop or file explorer onto the live view.

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.

Rotate the device screen

To change the orientation of the device's screen to landscape or portrait mode, click Rotate at the bottom of the screen. The device's screen won't rotate if the Home screen or the focused app doesn't support screen rotation.