Support Android Devices with BeyondTrust
With BeyondTrust, support representatives can support remote Android-powered devices to help users resolve issues. This guide provides instructions for supporting Android devices through BeyondTrust.
BeyondTrust Android support is limited to phones and tablets. Other devices running Android OS are not certified or tested for compatibility.
When supporting Dell Venue 8 or 10, HTC, LG, or Samsung Android devices, full screen sharing and control is possible.
With other Android devices, the remote user can chat, co-browse web sites, and share screenshots with the representative. A remote user running Android 5.0 or above can share their device's screen in a view-only representative support session.
Additionally, the representative can transfer files to the remote device and view its system information.
Web-based click-to-chat is available on Android devices. Click-to-chat allows you to easily chat with your remote customer without requiring your customer to download or run the BeyondTrust support client app. Also, mobile device users can download the BeyondTrust Presentation Attendee Client to attend presentations given by your support team through BeyondTrust.
You can increase service desk reach with the BeyondTrust HTC Customer Client and BeyondTrust Dell Customer Client for Dell Venue devices. Both clients are compatible with version 14.3.1 and above.
Beginning BeyondTrust 15.2.1, you can invite external representatives to take part in support sessions via the representative console.
As of BeyondTrust 16.1, support representatives can access unattended Android devices by pinning a Jump Client to the device.
Beginning with BeyondTrust release 17.1, representatives can support Android LG devices with the BeyondTrust Customer Client for LG. This client is compatible with version 17.1 and above.
BeyondTrust supports Android version 4.0 or above. View-only screen sharing for all Android devices requires Android version 5.0 or above.
To use click-to-chat, the remote user must be using a modern browser supported by BeyondTrust.
Should you need any assistance, please contact BeyondTrust Technical Support at https://www.BeyondTrust.com/support.
To support Android devices, your Secure Remote Access Appliance must be equipped with a valid SSL certificate signed by a certificate authority. Android devices will not accept a self-signed certificate when downloading the BeyondTrust customer client. Once you have applied a CA-signed SSL certificate to your Secure Remote Access Appliance, contact BeyondTrust Technical Support. Your support representative will create a new software build that integrates your SSL certificate. With this updated build installed on your appliance, you can support Android devices.
App developers can use the BeyondTrust Embedded Mobile App Support SDK to embed BeyondTrust's remote support technology into Android applications. This allows you to support your mobile applications remotely by offering in-app remote screen viewing, custom special actions, custom system information, and file transfer to help resolve application or training issues your users are experiencing. The SDK is not covered in this document. If you develop your own apps and are interested in supporting those apps, contact your BeyondTrust Technical Support representative or submit a support request at https://www.BeyondTrust.com/support.