Use the Remote View session to easily assist the troubleshooting issues by viewing an end user's device from the UEM console.

Procedure

  1. Navigate to Devices > List View > Select Device > More Actions > Support > Start Remote View
    The Remote Support window appears. The UEM console verifies the device's abilities before initiating the broadcast. Simultaneously, a push notification is sent to the end user device through Workspace ONE Intelligent Hub to start the broadcast. The user must access the device control center and force touch on the Screen Recording. Select Hub Broadcast > Start Broadcast to initiate broadcasting the device's screen. The device begins capturing the UI and shares it to the Workspace ONE Intelligent Hub which in turn is linked to the Advanced Remote Management server.

  2. In the Remote Support window, select Launch Session to initiate the remote view session. Once the connection is made, the remote management client opens on the console and then the mirrored device screen is shown up.

    Note: The UEM console displays a four-digit PIN which you must direct the customer to enter into their device. This action provides customer authorization to manage their device remotely.
  3. Select Cancel, if required to end the session.