Overview
The Remote Control option enables administrators to remotely view and interact with a managed device, subject to the permissions configured on the device.
This capability allows you to manage the device as if you were physically present - facilitating troubleshooting, configuration, and user assistance while reducing the need for on-site support.
Requiring User Confirmation
Remote Control sessions can be configured as attended (requiring user approval) or unattended, depending on organizational policy.
To require user confirmation for a remote-control session:
1. Click on the User Profile icon in the lower left corner and click on Account Settings.
The Account Settings window opens.
2. Click on the “Remote Control” icon in the sidebar menu of the Account Settings Menu. (This pane will appear automatically when you click on Account Settings.)
3. There is a button “Require users’ permission for remote control”. Clicking this button will mean that you will 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. When the Remote Control screen opens, the Radix Device Management Platform user will be notified that they must wait for approval from the user of the remote device:
Figure 2: Radix Device Management Platform user prompted to wait for user approval
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 will 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
Without Requiring User Confirmation
If the user of the Radix Device Management Platform has turned off the requirement for the remote user to grant permission to control their device remotely, the Remote Control screen will open automatically.
To use the Remote Control command:
1. In the Overview Dashboard, click on the Devices icon on the far left of the screen. The Device 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. 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.
Control of the User Device via Remote Control
On the left side of the screen, a D-pad control is displayed, simulating a remote control and allowing you to navigate the device.
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 | |
| 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. | |
| Capture Screen—This takes a screen capture of the display on the remote device and downloads it in the form of a *.png file. | |
| Toggle to D-pad—This allows you to open a D-pad, which emulates a directional pad as on a gaming console, to move in different directions |
Clicking the icon opens the D-pad interface, as shown below.
Figure 6: Directional Pad Icons
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
- Remote view and control all 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 (requires user confirmation)
- Sony permissions – Remote view and control (requires user confirmation)
Chrome OS
- Remote view only