Overview
The Remote Control command is a powerful tool that makes remote assistance easy and effective. You essentially can assume control of the user’s device, allowing you to click on icons and install and execute apps. It allows you to illustrate to the user exactly how to get things done, instead of only explaining verbally or in writing.
Without Requiring User Confirmation
To use the Remote Control command:
- In the Overview Dashboard, click on the Devices Table icon on the far left of the screen. The Devices Table opens, displaying all enrolled devices.
2. Using the Search bar, find the device which you would like to control in the list of devices.
3. There are three methods for you to access the Remote Control option for the device you selected:
Method One—via the Bulk Actions Button:
a. Clicking on the checkbox in the far left of the row of the device. The Bulk Actions button becomes active.
b. Click Bulk Actions>Remote Control.
The Remote Control screen of the device will open.
When the remote session starts, the device desktop will appear, allowing you to remotely view and control the device. Controlling or viewing a device is according to the supported device requirement list found below.
Note! If you have a popup blocker installed, it may block the remote control popup screen. Also, you can only engage the remote control option on a single device at a time.
Method Two: Via the Device Dashboard:
1. Click anywhere on the row of the desired device in the Devices Table. The Device Dashboard will open.
2. In the right-hand panel, click on the Remote tile. The Remote Control screen of the device will open, as in Method One.
3. The Remote Control screen of the device will open, as in Method One.
Method Three: Via the Device’s Three-Dot Menu
- Click on the three-dot menu at the far right of the selected device's row>Remote Control.
The Remote Control Screen of the device will open, as in the previous methods.
With Requiring User Confirmation
If you have Administrator privileges, you can change the settings on a device to require that the remote user provide a confirmation for you to use the Remote Control option on the device.
To require user confirmation for a remote-control session:
- Click on the User Profile icon in the lower left corner and click on Account Settings.
The Account Settings Menu opens.
2. Click on the “Remote Control” icon in the Account Settings Menu. (This pane will appear automatically when you click on Account Settings.)
3. There is a button “Requires users’ permission for remote control”. Clicking this button will mean that you will only be able to engage with the user’s device after receiving permission from the user.
Figure 1: Account Settings Menu, with permission for remote control option selected
4. You can also supply a device tag in the textbox. Only devices with that tag will be prompted to approve remote access to the device.
5. The Radix Device Management Platform user will be notified that they must wait for approval from the user of the remote device:
Figure 2: Notification to wait for approval from the remote user
6. The user will receive a prompt on their device, asking them if they wish to allow remote control access:
Figure 3: Prompt on the user’s device, to allow remote control of a device
When you enable or disable requiring user permission, you’ll receive a pop-up notification in the lower right corner that the account settings have been changed:
Figure 4: Notification of a successful change to the account
Note: This option is only for users with administrator privileges. If a regular user tries to change the account settings, they will receive an error message telling them that the account settings cannot be changed:
Figure 5: Error message for user without Admin privileges
Control of the User Device via Remote Control
There is a set of icons on the left of the display, enabling the Radix Device Management user to perform the following actions:
Table 1: Remote Access Commands
| Icon | Description |
| Rotate left—Rotates the device display 90° counterclockwise | |
| Rotate right—Rotates the device display 90° clockwise | |
| Back—Goes back to the previous screen | |
| Home—Goes to the device’s home screen | |
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Record Video/Save Recorded Video—Record Video allows you to create a video of the actions that you perform on the device remotely. When you click Save Recorded Video, the video is automatically downloaded to your computer. |
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Capture Screen—This takes a screen capture of the display on the remote device and downloads it in the form of a *.png file. |
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Toggle to D-pad—This allows you to open a D-pad (directional pad), which emulates a directional pad as on a gaming console, to move in different directions. |
Clicking on the icon opens a directional pad, which emulates a game controller:
Figure 6: Directional Pad Icons
Here is a brief description of the directional pad commands:
Table 2: Directional Pad Options
| Icon | Description |
| Moves the cursor up/down/right/left. Clicking on the center button “selects” the item where the cursor is positioned. | |
| Home: Goes to Home screen | |
| Back: Goes back to the previous screen | |
| Menu: Goes to the user menu on an app that is presently in use | |
| Toggle: Allows you to toggle back and forth between the D-pad menu and the Remote menu | |
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Volume control: Raises and lowers the volume on the device |
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Record Video—Records a video of the mouse pointer, as above |
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Capture Screen—Takes a screen capture of the display on the remote device, as above |
Ending a Remote Control Session
To end a Remote Control session, simply click on the X (Close) to close the Remote Control Screen.
Operating Systems that Support Remote Control
The Remote Control functionality differs, depending on the operating system running on the remote device. For some operating systems, you will only be able to view the display on the remote device. Here is a summary of the capabilities:
Windows
- - The Remote Control command will grant you both Remote View and Remote Control over all Windows devices.
Android
- User permissions – Remote view only
- System permissions – Remote view and control
- Root permissions – Remote view and control
- Samsung Knox permissions – Remote view and control
- Sony permissions – Remote view and control (requires user confirmation)
Chrome OS
- - The Remote Control command will grant you only Remote View (but not Remote Control) over the Chrome OS device.