Remote Control eliminates the need to communicate device issues through email or phone calls. Once configured, IT admins can troubleshoot issues with user devices.

  1. Verify prerequisites are met before implementing Remote Control.

    • Check for supported devices:
      • All Samsung devices (Samsung RC service in Play Store).

      • All LG devices (LG RC Service not in the store, distributed separately).
      • All Panasonic Toughpad.
      • All Motorola MX 1.3+ devices (The RC service is available on AirWatch Resources. The user’s myAirWatch ID must be whitelisted for the download. This is done per request.).

    • Ensure active AirWatch Cloud Messaging (AWCM) Connection. Activate AWCM from the Advanced drop-down menu on the Device Details page.
    • Ensure you are operating AirWatch version 6.4 or greater.
    • Install the Remote Control app for your appropriate platform from the Play Store.
  2. After AWCM is connected and the Remote Control app is installed, navigate to your Device Details view by selecting the Android device from the list view. Select More at the top right corner of the details view and select on Remote Control under the Support section.
  3. Control the device remotely once the live image finishes loading.

    • Use the mouse to select hard keys.
    • Use the keyboard to type information into the device.