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Controlling a Mobile Device

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Launch Remote Control from Click2Fix

The agent must have an active Rescue+Mobile add-on licence.

The agent's Technician Group must have permission to use Click2Fix for mobile.

The agent's Technician Group must have permission to launch remote control sessions.

The session must be Active.

What devices can be controlled?
  • Due to Android OS security restrictions, Remote Control is available only on Android 2.3+ devices from Samsung, HTC, Motorola, Huawei, Sony, Vertu, Kazam, LG, and some Lenovo and Positivo devices.
  • Technicians are able to view the screen of any Android 5.0+ device without taking control (known as Remote View).

  1. On the Click2Fix tab under Device view, click Switch to remote control in a new window to open a tear-away window. A new window opens showing the customer's device.
  2. Chat with the customer and remote control the device.
    • Use your computer keyboard as normal
    • Use your mouse to control the mobile device’s keypad

    The following features are available when you remote control a mobile device:
    Android BlackBerry Apple iOS
    White Board Yes Yes Yes
    Laser Pointer Yes Yes Yes
    Screen Capture Yes Yes Yes
    Screen Recording Yes Yes No
  3. Click End on the Session toolbar to end the session.

Remote Control from Customer Display

The agent's Technician Group must have permission to use the Classic display for mobile.

What devices can be controlled?
  • Due to Android OS security restrictions, Remote Control is available only on Android 2.3+ devices from Samsung, HTC, Motorola, Huawei, Sony, Vertu, Kazam, LG, and some Lenovo and Positivo devices.
  • Technicians are able to view the screen of any Android 5.0+ device without taking control (known as Remote View).
  1. On the Customer Display tab, click Launch Remote Control Session to activate remote control. If available, you will see a simulation of the customer’s device. Otherwise, you will see the generic simulation.
  2. Chat with the customer and remote control the device.
    • Use your computer keyboard as normal
    • Use your mouse to control the mobile device’s keypad

    The following features are available when you remote control a mobile device:
    Android BlackBerry Apple iOS
    White Board Yes Yes Yes
    Laser Pointer Yes Yes Yes
    Screen Capture Yes Yes Yes
    Screen Recording Yes Yes No
  3. Click End on the Session toolbar to end the session.
Related Click2Fix Widgets:
  • Device View Widget

Remote Viewing (without remote control)

With Remote View, Technicians can view the screen of a customer's Android 5.0+ device without taking control.

On the Click2Fix or Customer Display tab under Device view, click the play button ("view the customer's device"). The screen of the customer's device is shown in the Device View section.
ProductLogMeIn Rescue

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