With the Remote View feature, administrators can easily assist with troubleshooting by viewing an MDM managed end user's device from the UEM console that is integrated with the partner system. Integration of the partner system with the UEM console offers a complete remote management suite with Remote View capabilities.

For more information on configuration and integration of Remote Management services using the partner system with the UEM console, refer VMware AirWatch Advanced Remote Management Guide found on docs.vmware.com.

Prerequisites to initiate a Remote View

  • UEM console provisioned with proper partner hostname and all required certificates.
  • End User devices registered with partner by the Workspace ONE Intelligent Hub.

Remote View Device Requirements

  • Devices must have the Workspace ONE Intelligent Hub v5.8 or higher installed and in the foreground when you attempt to initiate remote view.
  • iOS 11 and higher devices are required to run the Start Remote View command.

  • iOS 11 and higher Supervised devices are required for administrators to run the Stop Remote View command. This command appears on the partner console.

Configure the UEM Console with Remote View

For On-premises deployments, provision the site URLs with proper hostname for the partner system at the Global organization group in the Site URLs page.

  1. Navigate to Groups & Settings > All Settings > System> AdvancedSite > URLsItem
  2. In the Workspace ONE Assist section, configure the Remote Management settings.
Settings Description
Console Connection Hostname Enter the Remote Management server fully qualified domain name (FQDN) plus "/t10".
For example:
https://rmstage01.awmdm.com/t10
Device Connection Hostname Enter the ARM server fully qualified domain name (FQDN).
For example:

https://rmstage01.awmdm.com
The Device Hostname is the only URL used for device registration and gets delivered to all the devices in the organization group when the partner is provisioned.

3.Select Save.

Configure End-User Devices

Now that the console is configured, you must install the iOS-specific Hub on the devices so that they can be remotely managed.

  1. Visit the my Workspace ONE ™ page that lists all the device agents. https://my.workspaceone.com/products/AirWatch-Agent.

  2. Download Workspace ONE Intelligent Hub from the iOS App store for your deployment.

    For more information about App Management, see Mobile Application Management guide on VMware AirWatch documentation.

  3. Customize control center for initiating screen broadcasting:

    a. Navigate to Settings > Control Center > Customize Controls.

    b. Add Screen Recording.

Initiate a Remote View Session

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

  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.

Request AirPlay for an iOS Device

Using the AirPlay command, administrators can easily mirror screens from a macOS computer to an tvOS on the same subnet as an end user's iOS 7 + device.

If an end user needs assistance, simply send an AirPlay request from the UEM console to the device to share your screen on an end user's device.

  1. Navigate to Devices > List View > Select Device > Support > More > Start AirPlay. An AirPlay window appears.

  2. Select Add a Destination to start adding destinations to view. An Add New AirPlay Destination window appears.

  3. Enter the Destination Name, which is the friendly name for the device.

  4. Enter the Destination Address, which is the MAC address of the device to view.

  5. Enter the Password for the destination.

  6. Determine the Scan Time, which is the length of time that the device searches for the destination. The default value is 30 seconds.

  7. Select the Set as Default check box to make the current destination the default destination. The next time AirPlay is used, the default destination appears as the Destination Name. It does not have to be entered again.

  8. Select Save and Start to send the AirPlay request to the device.

    a. This destination is saved for the next request in the Destination Name drop-down menu.

  9. To Stop AirPlay on iOS 7+ supervised devices, navigate back to the UEM console. Go to Devices > List View > Select Device > Support > More > Stop AirPlay.

  10. To Edit AirPlay Destination

    a. Navigate to Devices > List View > Select Device > Support > More > AirPlay. An AirPlay window appears.

    b. Choose the Device Destination to edit from the drop-down menu.

    c. Select Edit to start editing the destination settings. An Edit AirPlay Destination window appears.

    d. Select Save and Start to send the AirPlay request to the device.

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