Remote Support Features and Its Descriptions
Classic Remote Support
Classic Remote Support features and their descriptions across platforms are given in the following list:
| Features | Description |
|---|---|
| Remote screen View | Screen sharing feature to remotely view device screen in real-time. |
| Remote Control | Remote access feature to remotely control devices using touch events. |
| File Explorer | Access files are stored on the internal storage of the end user’s device. A Search option is available to quickly locate specific files or folders. |
| Shortcut Keys in File Explorer | Ctrl + C - Copy a file/folder Ctr + X - Cut a file/folder Ctrl + V - Paste a file/folder Fn + F2 - Rename a file/folder |
| Clipboard | Send, read, and clear text from device clipboard. |
| Task Manager | Monitor processes with CPU Usage, RAM Usage, and applications running on the remote device. |
| Terminal | Using Terminal on SureMDM, the admin can use the command lines to send commands and run scripts on Android devices. |
| Device Status | View the device status (online/offline). |
| Settings | Change the settings for Rotate screen view, increase or decrease screenshot image quality. Note: When users select Original, the screen's size will be changed from scaled size to original size. |
| Play/Pause | Play/Pause screen sharing actions to avoid unnecessary data consumption. |
| Swipe To Unlock | Unlock the device screen Note: The device must be Knox/Signed/Zebra OEM for the setting to work. |
| Volume Control | Remotely increase or decrease the volume levels of the device. |
| Search | Search for the words/phrases on the remote screen. |
| Screenshot | Capture and download screenshot in .webp format. |
| Continue popup | Continue popup appears every hour during the remote session. Click Continue to continue with the remote session; otherwise, it gets auto-dismissed after 111 seconds. |
| Screen Recorder | Use this option to record the screen of the device. |
| Enable Kiosk Lockdown | Use this option to enable SureLock on the device. |
| Exit SureLock | Use this option to exit the SureLock. |
| End Session | Close the remote session on a device and send logs to the device's activity logs. |
| Open SureLock Settings | It allows administrators to access the SureLock Admin Settings directly from the SureMDM Remote Support interface, facilitating efficient remote management of devices without requiring physical interaction |
| Next Gen Remote Session | Switches the current remote support interface to the Next Gen Remote Support experience. |
note
Touch events will work only on Samsung KNOX devices, devices with the Enterprise Agent installed, and Android devices where accessibility permission is granted for the SureMDM Agent.
Next Gen Remote Support
Next Gen Remote Support features and their descriptions across platforms are given in the following list:
| Feature | Description |
|---|---|
| Remote screen View | Screen sharing feature to remotely view device screen in real-time. |
| Remote Control | Remote access feature to remotely control devices using touch events. |
| File Explorer | Access files are stored on the internal storage of the end user’s device. A Search option is available to quickly locate specific files or folders. |
| Clipboard | Send, read, and clear text from device clipboard. |
| Task Manager | Monitor processes with CPU Usage, RAM Usage, and applications running on the remote device. |
| Terminal | Using Terminal on SureMDM, the admin can use the command lines to send commands and run scripts on Android devices. |
| Back | Simulates the device’s Back button to navigate to the previous screen. |
| Home | Returns the device to the Home screen. |
| Recents | Displays the list of recently used applications on the device. |
| Power | Opens the device power menu to perform actions such as restart or power off (based on device permissions). |
| Swipe to Unlock | Remotely performs a swipe gesture to unlock the device screen. Note: Supported only on Knox, Platform-signed, or Zebra devices. |
| Unlock | Unlocks the device screen remotely, where supported. |
| Volume Up | Remotely increases the device volume level. |
| Volume Down | Remotely decreases the device volume level. |
| Google Search | Performs an online search on the device using Google. |
| Enable Kiosk Lockdown | Enables SureLock (kiosk mode) on the remote device. |
| Exit Kiosk Lockdown | Exits SureLock (kiosk mode) on the device remotely. |
| Full Screen | Expands the remote session window to full-screen mode for better visibility and control. |
| Start Session / Pause Session | Starts or pauses the remote screen capture. When paused, screen sharing is temporarily stopped; resume to continue the session. |
| Screenshot | Captures and downloads a screenshot of the remote device screen. |
| Start Recording | Records the remote device screen for monitoring or documentation purposes. |
| Remote Call | Initiates a remote call session to facilitate real-time communication during support. |
| Settings | Allows configuration of session preferences such as screen rotation, display adjustments, and image quality settings. |
| Data Usage | Displays Real-time session data usage. |
| Classic Remote Session | Switches the current remote support interface to the Classic Remote Support experience. |