Remotely support customers

Knox Remote Support lets you remotely control and support Samsung Knox devices using a PC. MSP admins can use Knox Remote Support to view their managed customers’ device screens, directly interact with device controls, and initiate actions like device file transfer, screen capturing, and screen recording, in order to help troubleshoot and resolve issues.

How to access Knox Remote Support

To connect to a customer’s device with Knox Remote Support, you must be managing one of the Knox Suite services:

• Knox Mobile Enrollment
• Knox Manage
• Knox E-FOTA
• Knox Asset Intelligence

On the Customers page, find the customer you want to support and click one of their managed Knox Suite services.

From the customer’s Knox Admin Portal, access Knox Remote Support in one the following ways:

1. From the left-hand navigation pane, click Knox Remote Support.
2. Use the Device search bar at the top of the console, then search for a device IMEI. Once the Device information screen appears, click the KNOX REMOTE SUPPORT button.