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Minimum requirements

Check the download sources, supported OS/platform, and firewall settings before using Remote Support.

Supported platforms

IT admins can use the RS web viewer from their computer. Device users must download the RS app to their device before IT admins can connect to their devices.

Component Download source Supported OS version Supported platform

Remote Support Viewer (RS Viewer)

Knox Manage admin portal

Microsoft Windows 7 or higher

 

 

Remote Support web-based Viewer  

 

Browser requirements:

  • Google Chrome
  • Mozilla Firefox
 

Remote Support Application (RS App)

  • Knox Manage admin portal
  • Google Play
  • Service Desk menu of the Knox Manage agent.

Android 5.0 or higher

Android Legacy

Knox Workspace

Android Enterprise Fully Managed

Android Enterprise Work Profile

NOTE—Items to consider:
  • For Knox Workspace or AE PO devices, install the RS app in the general area of the device. Also, you must enable the Remote Control policy in the profile. To enable the Remote Control policy for Knox Workspace or AE PO:
    • Knox Workspace: Navigate to Profiles and click the profile name. Click Modify Policy > Knox Workspace > System, and set Allow Remote Control to Allow.
    • AE PO: Navigate to Profiles and click the profile name. Click Modify Policy > Samsung Knox > System, and set Remote Control to Allow.
  • For non-Samsung devices, several features, such as the Home, left/right controls, screen rotation buttons, and touch controls, are not available while using Remote Support. Devices should be controlled by the user.

Disabling the firewall

Disable the firewall for domains and ports for the administrator and device user using the internal network, Remote Support server, and TMS & CRS server.

The relevant servers are set up for each region (Asia, US, EU) as shown in the following tables.

For Windows app based Remote Support viewer

Server Region Domain IP Port
Remote Support server Asia ap-rs.manage.samsungknox.com 52.76.170.118 8118
US us-rs.manage.samsungknox.com 34.213.113.19
EU eu-rs.manage.samsungknox.com 52.50.15.50
TMS & CRS Server CRS crs.manage.samsungknox.com N/A 443
Asia tms.ap.manage.samsungknox.com
US tms.us.manage.samsungknox.com
EU tms.eu.manage.samsungknox.com

For Web-based Remote Support viewer

Region

Server

Domain

Current IP
(until 19 July, 2021)

New IP (after 20th July, 2021)

Port

Connection

Asia

Relay

ap-rs-relay.manage.samsungknox.com

18.139.215.237

18.141.250.233

45001

Mobile

54.179.110.67

13.213.198.62

WAS

 ap-rs-web.manage.samsungknox.com

N/A

443

PC browser

US

Relay

us-rs-relay.manage.samsungknox.com

52.13.63.13

35.83.188.168

45001

Mobile

44.237.193.55

52.36.230.249

WAS

 us-rs-web.manage.samsungknox.com

N/A

443

PC browser

EU

Relay

eu-rs-relay.manage.samsungknox.com

54.75.184.188

54.155.132.151

45001

Mobile

54.74.254.82

63.34.35.115

WAS

 eu-rs-web.manage.samsungknox.com

N/A

443

PC browser
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