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With BeyondTrust, you can support remote Android-powered devices. This article will help you start supporting Android with your trial, but it doesn’t cover everything.

Your Customer Will Need the BeyondTrust Android App

With the full version of BeyondTrust, you can start a web-based chat support session without requiring customers to download the BeyondTrust Android Support Client App. With the free trial, however, your customer will need the app.

Customers can download the Android Support Client App on Google Play. (Note: There are two support client apps for Android: one for Samsung devices, and one for non-Samsung devices.)

If a customer who does not have the app attempts to begin a support session by entering a session key on the support portal, don’t worry. He will be given links to download the app. Also, if you send the customer an email invitation, he will be directed to download the app, too.

Give the Customer a Session Key

Once your customer has installed the support client app, he just needs to enter the site name and session key to begin a support session.

The site name for the trial is: rstrial.beyondtrust.com

You’ll generate the session key from within the representative console by hitting the Start button and selecting Generated Session Key. Or, you have the option of asking a customer to join a support session through email.

Ask a Customer to Join a Support Session through Email

You have the option to send your customer an email invitation from the representative console.

After receiving the email invite, your customer must tap the link within the email. The link takes them to a page where they can choose to begin a session by tapping on the Install App or Start Session button.

If the BeyondTrust Client app installed, the customer may tap Start Session to begin the session. However, if the customer does not have the app installed, the customer should tap the Install App button.

End the Android Support Session

The customer can end the session by tapping the Back button. He'll be prompted to confirm that he wants to end the support session.

At the end of the support session, an alert notifies the customer that you can no longer access his device. The BeyondTrust Support Client app does remain installed, so the the customer can receive support at a later time.