Use Screen Sharing to Support iPhone, iPad, and iPod Touch

When supporting iPhone, iPad, and iPod touch devices, you can use iOS screen sharing, chat support, co-browsing, file transfer, and image sharing.

Screen sharing with iPhone, iPad, and iPod is available with iOS 11 and BeyondTrust iOS Customer Client 2.2.8.

Configure the iOS Device for Screen Sharing

Beginning with iOS version 11, 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 device, they must configure their device to use this functionality.

  1. From the iOS device, go to Settings > Control Center.

2. Tap Customize Controls.

3. 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 BeyondTrust Remote 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 troublshoot 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.

  1. Open the BeyondTrust Remote Support Customer Clientapp on the iOS device.
  2. Enter the site name and session key provided by the representative. Tap Submit.
  3. Once the representative accepts the session, the chat dialog appears.

4. While in the customer client, starting at the bottom of the screen, swipe up to reveal more iOS options.

5. Firmly press the Screen Recording icon.

6. From the Screen Recording prompt, tap BeyondTrust Support.

7. Then tap Start Broadcast. A countdown appears, indicating when broadcasting will begin.

8. Once screen sharing is in progress, a thin red bar appears at the top of the screen. As long as the red bar is present, screen sharing is in progress.

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.

iOS 11 Screen Sharing Tips

Screen Sharing Prior to iOS 11

If your customer has both Mac OS X Yosemite and iOS 8, screen sharing can be done by tethering the device. To learn how to do this, check out our help article, Screen Share with the iOS Device.

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