Screen Share with the iOS Device
Support your customer's Apple mobile devices through view-only screen sharing from your Windows, Mac or Linux representative console.
Start Screen Sharing on iOS 12 Devices
With iOS 12, the screen sharing experience is more streamlined. To start screen sharing, follow the steps below.
- After initiating a session from the BeyondTrust iOS customer client, tap the Screen Recording icon.
- Tap Start Broadcast.
Configure the iOS 12 Devices for Screen Sharing
iOS mobile devices can share or broadcast their screen to other applications, such as the BeyondTrust customer client app. However, before a user can start screen sharing from their iOS 12 device, they must configure their device to use this functionality.
- From the iOS device, go to Settings > Control Center.
- Tap Customize Controls.
- Scroll down to the More Controls section and tap + by the Screen Recording option. Screen Recording will then appear under the Include section. At this point, the iOS device can begin broadcasting its screen to other applications.
Start Screen Sharing with the BeyondTrustRemote Support Customer Client from an iOS Device
Once a user has screen sharing enabled on their iOS device, they can use this functionality to share their screen with a helpdesk representative. This allows the representative to view the user's screen in real time to better troubleshoot issues being experienced with iOS applications or the mobile device itself. To start screen sharing with a representative from the BeyondTrust Remote Support customer client, follow the steps below.
- Open the BeyondTrust Remote Support Customer Client app on the iOS device.
- Enter the site name and session key provided by the representative. Tap Submit.
- Once the representative accepts the session, the chat dialog appears.
- While in the customer client, starting at the bottom of the screen, swipe up to reveal more iOS options.
- Firmly press the Screen Recording icon.
Make sure to firmly press the Start Broadcast icon to begin a broadcast. If only tapped, the iOS device automatically chooses to share the screen recording with the device's camera roll and not the BeyondTrust app.
- From the Screen Recording prompt, tap BeyondTrust Support.
- Then tap Start Broadcast. A countdown appears, indicating when broadcasting will begin.
- Once screen sharing is in progress, a red bar appears at the top of the screen. As long as the red bar is present, the iOS user's screen is being shared with the BeyondTrust support representative.
While screen sharing, the user can navigate in and out of applications, and the representative sees everything on the device's screen from the rep console.
During the broadcast, the rep and user can continue to chat. The user receives chat popups from the rep at the top of the screen, and to respond, they simply tap the popup to begin typing their response.
Whenever the user wishes to end their screen broadcast, they tap the red bar and tap Stop on the Screen Broadcasting prompt.
- While screen sharing, make sure to keep the BeyondTrustRemote Support customer client running on the iOS device to access chat.
- After screen sharing has been stopped, the user should immediately return to the customer client to continue receiving assistance.
Begin Tethered Screen Sharing
Using screen sharing on an iOS device, prior to iOS 11, requires running a standard screen sharing support session with an Apple OS X 10.10+ system that is attached via USB connector to an Apple mobile device running iOS 8.0.1+.
During a standard support session with an Apple computer running OS X Yosemite or above, click the iOS Device Screen Sharing button. This button displays a dropdown listing any iOS devices attached to the remote computer being supported. Select the iOS device's name to begin view-only screen sharing of the remote iOS device. Beginning iOS device screen sharing requires no separate prompting rules from the existing representative rules.
The remote device displays in your support window. Although your access is view-only access, you can use screen sharing annotations on the remote computer to interact and point out locations on the device, enabling you to visually direct your customer to areas on their iOS device as you provide support. As in standard support sessions, the chat window records not only the messages and the time they were sent; it also serves as a running log of everything that happens throughout the session, and is reflected in administrative reporting.
Clicking the iOS Device Screen Sharing button again disconnects the device from screen sharing but does not end the support session. Note that the customer may simply disconnect the device if entering sensitive data they do not want made a part of the session recording, and reconnect to allow you to reestablish the device screen sharing session.