Remote support for tablets/phones?

[katz]

Does anyone here do remote support for tablets or phones? I looked at some of the apps in google store, but they seem to be along the lines of connecting to your pc via. the tablet/phone; I suppose that would work and you could switch sides for pc access to the tablet for repairs.

I recently cleaned a Galaxy 3 Tab of the FBI virus which required safe mode work - not sure if that would work remotely or not...although I suppose it would as I still had wifi connection with the Tab.

Thought/Comments/Suggestions?

 

[JakeFromScreenConnect]

We can support Samsung devices. Other support is limited as with with any remote support software. This is useful:
https://www.screenconnect.com/Mobile-Device-Remote-Support

 

[AxlDickinson]

I guess BeAnywhere Support Express let's you do that kind of stuff. Definitly should take a look into it:

https://itunes.apple.com/pt/app/beanywhere-support-applet/id953436422?mt=8

 

[YeOldeStonecat]

I'm strongly considering moving to Soti for MDM.....VERY robust management tool. You can even remote to the phones.
https://www.soti.net/

 

[Kurt]

GoToAssist has support for iPad and iPhone. Don't think they have Android support yet.

 

[freemancs]

The only down-side to all these groups saying that they have the ability to remotely support the iDevices is that they don't actually allow you to view the screen. The only way to do that is either have the iDevice jailbroke or develop apps that support it. Even if you do develop an app that supports it, it only works for that app. I only found one solution that would allow you to view the screen of the apple devices and it required a constant connection to a remote server.

(I spent the last few months or so researching MDM's and remote support for iPads)

Please correct me if I am wrong, I would love to have a working solution for this.

 

[Instant Housecall - Corey]

The only down-side to all these groups saying that they have the ability to remotely support the iDevices is that they don't actually allow you to view the screen.

Please correct me if I am wrong, I would love to have a working solution for this.

You're right. There isn't a tool out there that lets you remotely view & control iDevices. They're sandboxed, so we can't scrape the screen.

Here's what I suggest to my customers.

- Ask your customer to download Reflector (from the people who make AirParrot) on their host PC
- Use iOS mirroring to connect the iDevice
- Remote in to the host PC with Instant Housecall or some other remote support tool

Now you can see the iDevice and point to stuff to walk your customer through the steps. HTH.

PS: Office 365 now includes MDM. http://blogs.office.com/2014/10/28/introducing-built-mobile-device-management-office-365/

 

[vendotek]

You're right. There isn't a tool out there that lets you remotely view & control iDevices. They're sandboxed, so we can't scrape the screen.

Here's what I suggest to my customers.

- Ask your customer to download Reflector (from the people who make AirParrot) on their host PC
- Use iOS mirroring to connect the iDevice
- Remote in to the host PC with Instant Housecall or some other remote support tool

Now you can see the iDevice and point to stuff to walk your customer through the steps. HTH.

PS: Office 365 now includes MDM. http://blogs.office.com/2014/10/28/introducing-built-mobile-device-management-office-365/

Does anyone here do remote support for tablets or phones? I looked at some of the apps in google store, but they seem to be along the lines of connecting to your pc via. the tablet/phone; I suppose that would work and you could switch sides for pc access to the tablet for repairs.

I recently cleaned a Galaxy 3 Tab of the FBI virus which required safe mode work - not sure if that would work remotely or not...although I suppose it would as I still had wifi connection with the Tab.

Thought/Comments/Suggestions?

I use teamviewer it works on androids and ios even on phones, try that and maybe you can troubleshoot some issues your customers will have in any mobile devices, good luck

 

[Instant Housecall - Corey]

AFAIK, and I tend to keep on top of this stuff, you can't view or control a remote iDevice with Teamviewer or any other remote tool out there. The only way I know of is in the quote you made above.

Correct me if I'm wrong. If it is possible I'd love to know. I'd be on it like white on rice.

 

[freemancs]

While Teamviewer does support mobile devices, as always you still cannot view the screen in realtime. The only way to do this is to develop an app that is then supported to share the screen via their SDK. This is specifically referring to iDevices.

To quote their site:

Screen sharing SDK
With real-time screen sharing of any iOS or Android app, it is possible to assist app users and troubleshoot any of their problems.
This is available by integrating the Screen sharing SDK into any of your apps.

@Instant Housecall - Corey I agree, that would be some serious white on rice!

 

[andrew201]

Have you tried using R-HUB remote support server app? You may try the same for remotely accessing computers, laptops, desktops etc. It works on Android, iOS, Windows, MAC etc.

 

[freemancs]

Hey Andrew, I believe after reviewing their site that the support goes the other way. You can remote into PC/Mac devices, but not from the PC/Mac device to an iPad/Android device.

 

[Intuitive Strategy]

We use Teamviewer for iPad and TightVNC and RDP from Windows Phone (pretty tiny, but does the trick).