Using the Remote View command, administrators can easily assist with troubleshooting by viewing an end user's device from an AirPlay-enabled destination, such as AirServer, Reflector, or X-Mirage.
Whereas remote view using traditional AirPlay requires devices to be running the Bonjour service and cannot be easily retransmitted to different subnets, AirWatch remote view capabilities use the AirWatch Agent instead of Bonjour and can function over different subnets within the same network. If an end user calls with an issue, simply instruct them to start their AirWatch Agent application and then send a remote view request to view their screen.
Remote View Requirements – Destinations
A Destination is the software used to view a device's screen on a computer.
- Supported Destinations include:
- AirServer for both macOS or Windows
- X-Mirage for both macOS or Windows
- Reflector for Windows
- While you can configure the ports that AirPlay requires for communication between the device and the destination, the common ones include:
- Mac – 7000 for video
- Windows – 7100 for video
- Mac and Windows – 5000 for audio
Remote View Requirements – Device
- iOS 7 and higher devices are required to run the Remote View command.
- iOS 7 and higher Supervised devices are required for administrators to run the Stop Remote View command. This command appears in the More menu after the Remote View command is enabled.
- End-user devices must have the AirWatch Agent v4.9.3 or higher installed and in the foreground when you attempt to initiate remote view.
Remote View Scenarios
You can initiate a remote view session in one of two scenarios:
- Scenario #1 – End-user devices have Wi-Fi enabled and are connected to the same physical Wi-Fi network as the Destination. The device does not have to be on the same subnet as the Destination.
Scenario #2 (For AirServer destinations only) – End-user devices are using a VPN that does not require "NATing"* to connect to the same network as the Destination.
*The VPN must assign the device an IP address that is on the same network as the Destination server.