You must enable your Android Enterprise enrolled COPE (Corporate-Owned, Personally-Enabled) devices to work with Workspace ONE Assist before they can be remotely controlled.

Prerequisites

  • On COPE Enrolled devices, the Assist agent always behaves as an Attended agent. Even if the Unattended agent is pushed to the device, the Assist agent continues to behave as an Attended agent due to the presence of the Work Profile.
  • Devices running under Android 8 (Oreo), 9 (Pie), and 10, the Workspace ONE Assist application operates on the personal side of the device to provide remote control functionality to the entire device. As a result, the Workspace ONE Assist app must be installed as an internal application.
  • On devices running Android 11, the Workspace ONE Assist app can no longer run on the personal side of a COPE device. The Assist application can operate only within the Work profile on COPE devices. As a result, once a device is upgraded to Android 11, the Assist application must be uninstalled from the personal side and reinstalled on the Work profile as a managed Play Store application.

The Workspace ONE Assist Agent is available at https://my.workspaceone.com/products.

Procedure

  1. From the Workspace ONE UEM console, use Apps and Books or Product Provisioning to add the Workspace ONE Assist agent.
    • Android 8, 9, and 10 devices must add the Workspace ONE Assist agent as a managed internal application.
    • Android 11 devices must add the Workspace ONE Assist agent as a managed PlayStore application.
    For more information, see Mobile Application Management.
  2. From the Workspace ONE UEM console, use Apps and Books or Product Provisioning to add the OEM-specific Assist Service. This step is required to enable remote control on all supported OEMs except Samsung and Sony.
    • Android 8, 9, and 10 devices must add the OEM-specific Assist Service as a managed internal application.
    • Android 11 devices must add the OEM-specific Assist Service as a managed PlayStore application.
    For more information, see Product Provisioning.
  3. Create a smart group that includes these Android Enterprise enrolled COPE devices.
  4. Assign the agent and OEM-specific Assist Service to the smart group you created and push it to managed devices. For more information, see Smart Groups.
  5. Direct the device End User to uninstall the Workspace ONE Assist application if it was previously installed. on the personal side of the device in Android 8, 9, or 10.
    • For Android 8, 9, and 10 devices, the end user must uninstall Workspace ONE Assist from the personal side of the device.
    • For Android 11 devices, the end user must uninstall Workspace ONE Assist from the work profile on the device.

What to do next

On Samsung COPE devices, the Personal profile and Work profile can be remote controlled. Proceed to Start an Assist Session.
Note:

On Samsung COPE devices, remote control is disabled by default within All Work Profiles under Android 9.0 (with Knox versions earlier than 3.4.1) and Premium Work Profiles under Android 10.0 or later (with Knox 3.4.1 or later). You can enable remote control on these work profiles by installing the KNOX Service Plug-in together with the appropriate OEM Config policy. For more information, see How Do You Enable Remote Control with Samsung Knox Service Plugin and Full Remote Control Support by Original Equipment Manufacturer (OEM) and Model, Android.

With the introduction of Knox version 3.4.1, Samsung has enabled remote control on non premium Work Profiles by default. This is available on Samsung devices under Android 10.0 and later.

A Knox Premium License is necessary to enable remote control on Work Profiles with Knox versions earlier than 3.4.1.