You must enable your Android Enterprise enrolled BYOD devices to work with Workspace ONE Assist before they can be remotely controlled.

On Samsung BYOD 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.

Prerequisites

The Assist Agent and OEM-specific Assist Service package can be auto installed from Workspace ONE UEM or made available for the end user to install when needed.

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

  • On BYOD 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.

To enable Android Enterprise enrolled BYOD devices, select path 1 or path 2.

Procedure

  1. Push required content using Workspace ONE UEM.
    1. From the Workspace ONE UEM console, use Apps and Books or Product Provisioning to add the Workspace ONE Assist agent as a managed internal application. For more information about App Management, see the VMware Workspace ONE UEM Application Management Life Cycle Guide.
    2. From the Workspace ONE UEM console, use Apps and Books or Product Provisioning to add the OEM-specific Assist Service as a managed internal application. This step is required to enable remote control on all supported OEMs except Samsung and Sony. For more information about Product Provisioning, see the VMware Workspace ONE UEM Product Provisioning Guide.
    3. Create a smart group that includes these Android Enterprise enrolled BYOD devices.
    4. Assign the agent and OEM-specific Assist Service to the smart group you created. For more information about Smart Groups, see the VMware Workspace ONE UEM Console Basics Guide.

      All the guides mentioned above can be found on docs.vmware.com.

  2. Direct End-User to Download and Install Apps From Their Device.
    For Android BYOD devices, you must make the Workspace ONE Assist agent and OEM-specific service application available as Public applications through the Play Store.
    1. Direct your Android BYOD end users to navigate to the Work Profile.
    2. The end user must open the Play Store from within the Work Profile.
    3. End user must download and install the Workspace ONE Assist Agent.
    4. If applicable, the end user must download and install the OEM-specific service application. This step is required to enable remote control on all supported OEMs except Samsung and Sony.

What to do next

Note: On Samsung BYOD devices, only applications in the Work Profile can be viewed and controlled. If you navigate to the Work profile home screen or personal side of a Samsung BYOD device during a Workspace ONE Assist session, it only displays a blank screen.
Proceed to Start an Assist Session.