The Share Screen tool is the section of the Workspace ONE Assist which allows you to control the end-user device remotely for troubleshooting and research purposes.

This functionality requires the Remote Control permission to be part of your assigned administrator roles. For more information, see Role-Based Access to Workspace ONE Assist.

For more information about the main menu toolbar, see Main Menu Toolbar.

Figure 1. Share Screen Session
Assist, ARM, remote, view, control, screen, share, troubleshooting

With regard to the permission prompts for the Remote View and Remote Control functions on macOS devices, be aware of the following.

  • macOS devices running version 10.13 (High Sierra) and 10.14 (Mojave) allow the Share Screen feature by default. No additional permissions are required to share the screen, therefore, no prompt is displayed at the beginning of a Share Screen session.
  • For macOS devices running version 10.15 (Catalina), the Share Screen and Remote View features both require that you enable the Screen Recording permission to Workspace ONE Assist in the Privacy tab of Security & Privacy preferences, located in System Preferences. Only during the first time you initiate a Share Screen session with a qualifying macOS device, an access request popup displays including a convenience link to this privacy setting in System Preferences.
  • Similarly, macOS devices running version 11 (Big Sur) or later must enable Screen Recording permission to Workspace ONE Assist for both Remote View and Share Screen features. This permission is configured in a slightly different way for version 11:

    Enable Screen Recording by navigating to System Preferences > Security & Privacy > Privacy tab > Screen Recording then select the Lock icon to unlock the Privacy settings and enter the Administrator password. This is a one-time activation by the end user.

End-User Can Pause Share Screen Session

During a long share screen session, an end user might need to perform some activity that requires privacy, for instance, answering an email.

If an end user needs privacy, they can pause a remote control session by clicking the blue Pause button () located in the Assist window, which places the share screen session in a "hold" state. The end user can unpause the session by clicking the blue button again.

Capture Video and Images

You can capture video of your Workspace ONE Assist remote session and save it as a file to your download folder. You can do the same with still images (screenshots).

For Android, macOS, and Windows 10 devices only, the first time you initiate a video recording or request a screenshot in a session, the host device end user is prompted to grant permission. After the end-user grants permission, each subsequent video recording or screenshot made in the same session results in a "pop-up" on-screen notification instead of a permission request.

Devices in Unattended mode receive no permission requests and no notifications.

  1. Invoke the drop-down toolbar by selecting the down arrow at the top-center of your remote session window.
  2. Select the icon of the action you want to perform.
    • For video capture, select the round 'Record' icon (). Stop recording the session to video by clicking the same button.
    • For an image capture (screenshot) of the session, select the 'Camera' icon ().
  3. Once completed, your captures can be found in the default downloads folder of your browser.
    • Video captures are saved as .WEBM files.
    • Image captures are saved as PNG files.

Configure Android Devices for Whiteboarding Feature

You can configure Android devices to use the Whiteboarding feature in Workspace ONE Assist's Share Screen client tool. The Whiteboarding feature enables you to draw freehand on the host's screen and be viewed by the host user, which you can use to call the host user's attention to certain screen elements.

Before you begin:

  • Confirm whether an OEM-specific service APK is available for your Android device and install it.
  • Android devices with an OEM-specific service APK installed are preconfigured to use the Whiteboarding feature and require no other setting.
  • Android devices made by Samsung, Sony, and any other OEM without a specific service APK installed must take the following steps to use the Whiteboarding feature.
  1. Include a customization to the device profile that allows system UI overlays.
    1. In Workspace ONE UEM, navigate to Devices > Profiles & Resources > Profiles.

      Choose From:

      • Existing Profile - If you want to include this customization to an existing device profile, then find the profile you want to modify in the listing. Then select the edit icon () next to the profile name in the Profile Details column. Before you can make changes to an existing profile, you must select the Add Version button.
      • New Profile - If you want to include this customization to a new device profile, then select Add followed by Add Profile, select the Android platform, and make all your other device profile specifications. The Android Legacy platform does not support enabling system UI overlays. For details, see Device Profiles and the platform guides for Android and Android Legacy, each available on
    2. Select the Restrictions payload and if necessary, select the Configure button. The Restrictions payload screen displays.
    3. In the Device Functionality section, scroll down to Allow System UI (Toasts, Activities, Alerts, Errors, Overlays) and enable this option by adding a check mark to its check box.
    4. Select Save and Publish. The device profile (including the customization to allow system UI overlays) is saved and pushed to all applicable devices.
  2. On the Android device, navigate to Settings.
  3. Navigate to App Settings.
  4. Open the Assist app settings.
  5. Locate the Advanced section.
  6. Enable permission to Draw over other Apps.

Results: The Whiteboarding feature can now be used by this Android device lacking an OEM-specific service APK.