HELP FILE

Controlling a Mobile Device

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.

    Tip: In case of iOS devices, use the Rotate Left/ Rotate Right buttons (under Device view, or on the Session Toolbar in case of the Customer Display tab) to switch between landscape and portrait modes.

    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 No
    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.

    Tip: In case of iOS devices, use the Rotate Left/ Rotate Right buttons (under Device view, or on the Session Toolbar in case of the Customer Display tab) to switch between landscape and portrait modes.

    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 No
    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

Sending Special Characters during Remote Control

When a technician is providing support to a mobile device in a remote control session, they can use their own keyboard to type text into input fields on the mobile device. To use special characters (including upper case letters) conveniently, follow the below steps.

Remember: You must be in an active Remote Control session with the mobile device.
  1. On the Remote Control toolbar, click into the Enter text here field.
  2. Type the string you want to enter into the mobile device input field using your own keyboard layout.
  3. Click the Enter icon next to the Enter text here field.
    • On an iOS device, the string is displayed in the input field of the mobile device.
    • On an Android device, the string is copied to the clipboard of the mobile device.
  4. Depending on the device platform, perform the following steps.
    • On an iOS device, use your mouse to click the device Submit/Send button on the simulation of the customer’s device.
    • On an Android device, long click the input field on the simulation of the customer’s device, then click Paste. Once the string is displayed in the device input field, click the Submit/Send button.

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").

    Tip: In case of iOS devices, use the Rotate Left/ Rotate Right buttons (under Device view, or on the Session Toolbar in case of the Customer Display tab) to switch between landscape and portrait modes.

    The screen of the customer's device is shown in the Device View section.