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Managing Settings on a Mobile Device Using Click2Fix

    This article gives guidance to Rescue technicians.

    Specialized widgets on the Click2Fix tab provide technicians with a quick and easy solution for managing settings on the customer 's mobile device.

    Before you begin:

    The agent's Technician Group must have permission to use Click2Fix for mobile.

    The session must be Active.

    How to Push APN Settings to a Mobile Device

    Before you begin:

    This feature is only available when settings are defined in the Administration Center.

    Note: This feature is only available on iOS when using the Chat session type. For information, see Supporting iOS Devices.
    1. Click the Click2Fix tab.

      Result: The Click2Fix widgets appear.

    2. In the Mobile Network widget, click Network Setup

      Result: The list of available pre-defined APN settings appears.

    3. Choose the desired predefined APN, and click Push.

      Result: The selected APN settings are transferred to the customer's mobile device.

    How to Push Web Shortcut Icons

    With the Web Shortcuts widget, a technician can push a web shortcut icon to the customer's device giving them quick and easy access to frequently used sites.

    Before you begin:

    This feature is only available when settings are defined in the Administration Center.

    Note: This feature is only available on iOS when using the Chat session type. For information, see Supporting iOS Devices.
    1. Click the Click2Fix tab.

      Result: The Click2Fix widgets appear.

    2. In the Web Shortcuts widget, click Start.

      Result: The list of available predefined web shortcuts appears.

    3. Choose the desired predefined web shortcut, and click Push.

      Result: The selected web shortcut icon is pushed and installed to the customer's device.

    How to Push Direct URLs

    Technicians can send customers predefined or custom URLs, which automatically open in their mobile's default browser.

    Before you begin:
    Note: This feature is only available on iOS when using the Chat session type. For information, see Supporting iOS Devices.

    How to Send a Custom URL

    1. Click the Click2Fix tab.

      Result: The Click2Fix widgets appear.

    2. Under Direct URL widget, type your custom URL in the enter URL here window.
    3. Click Send custom URL.

      Result: The custom URL automatically opens in the default browser of the customer's device.

    How to Send a Predefined URL

    1. Click the Click2Fix tab.

      Result: The Click2Fix widgets appear.

    2. Under Direct URL, click Select other predefined URL....

      Result: A list of predefined URLs appears.

    3. Select the desired URL, and click Send.
      Tip: If the URL you want to push is on the list under Recently sent, then just select the URL, and click Send.

      Result: The selected predefined URL automatically opens in the default browser of the customer's device.

    How to Push Battery Optimization Settings

    For Android, technicians can push settings that help optimize battery usage on the customer's device.

    Before you begin:
    Note: This feature is only available on iOS when using the Chat session type. For information, see Supporting iOS Devices.
    1. Click the Click2Fix tab.

      Result: The Click2Fix widgets appear.

    2. In the Battery widget, click Optimize battery use.

      Result: The Optimize battery use window is displayed.

    3. Choose from the available actions and click Apply settings.
      • Switch off Wi-Fi
      • Switch off Bluetooth
      • Switch off GPS
      • Change Display brightness settings
      • Set Display timeout

    How to Push Quick Connection Settings

    Technicians can toggle on and off Bluetooth, GPS and Wi-Fi connection settings of Android devices.

    Before you begin:
    Important: This feature is not avaialble for customers who install and use the Rescue+Mobile Android app after May 1, 2023. The limitation does not apply to existing users.
    Note: This feature is only available on iOS when using the Chat session type. For information, see Supporting iOS Devices.
    1. Click the Click2Fix tab.

      Result: The Click2Fix widgets appear.

    2. Under Connections, click the connection method that you want to toggle on or off.

      Result: The selected connection method is toggled on/off on the customer's device.

    How to Manage Missing and Unwanted Applications

    Before you begin:

    This feature is only active when the App Checker list has been uploaded in the Administration Center at Global Settings > Mobile device settings > App Checker List Upload.

    Note: This feature is only available on iOS when using the Chat session type. For information, see Supporting iOS Devices.
    1. Click the Click2Fix tab.

      Result: The Click2Fix widgets appear.

    2. In the Applications widget, click Show all applications.

      Result: The Applications window is displayed.

    3. Choose from the following options.
      Option Description
      Uninstall an Unwanted Application

      This feature is only active when the App Checker list has been uploaded in the Administration Center at Global Settings > Mobile device settings > App Checker List Upload.

      1. Click Flagged.

        Flagged applications on the device are displayed on a list.

      2. Select the flagged application you want to uninstall, and click Uninstall application.
      Note: Pre-deployed applications cannot be uninstalled from a device. In this case, the Uninstall updates button is displayed. This removes the latest update of the concerned application.
      Send URL for Missing Application
      1. In the Applications window, click Missing.

        Missing applications on the device are displayed on a list.

      2. Select the missing application with which you want to provide help to your customer, and click Send URL.

        The URL predefined for this application in the GoTo Rescue Administration Center is pushed to the customer's device.

      Tip: For example, you can push the URL of the app in Google Play to make it easier for the customer to install the missing app.

    How to Kill Processes and Running Applications

    Technicians can kill selected applications and processes to free up device memory for improved performance.

    Before you begin:
    Important: This feature is not avaialble for customers who install and use the Rescue+Mobile Android app after May 1, 2023. The limitation does not apply to existing users.
    Restriction: This feature is available for Android devices only.
    1. Click the Click2Fix tab.

      Result: The Click2Fix widgets appear.

    2. In the Processes widget, click Show all processes.

      Result: The Processes window is displayed showing all processes and running applications on the device.

    3. Depending on whether you want to kill a process or a running application, click Processes or Running applications.
    4. Select the process or application you want to kill, and click Kill selected.

      Result: The selected process or application is terminated on the customer's device.

    What to do next:
    Fastpath: On the opening widget screen, technicians can view those five processes and running applications that use the most memory. All a technician has to do to kill any of these is the following:
    1. On the opening widget screen, select the process or application you want to kill.
    2. Click Kill selected.
    Tip: You can customize the information displayed in the Processes window. To select what information is displayed, on the Processes window right-click the header row of the table, and select the categories you want to see.

    How to Add a New Email Account

    Technicians can add new email accounts to the default email app of the customer's mobile device.

    Before you begin:
    Note: This feature is only available on iOS when using the Chat session type. For information, see Supporting iOS Devices.
    1. Click the Click2Fix tab.

      Result: The Click2Fix widgets appear.

    2. In the Email widget, click Add new IMAP/POP3 account.

      Result: The Add new email window is displayed.

    3. Fill in the fields.
    4. Click Apply

      Result: At the bottom of the window, the Settings transferred notification is displayed. The new email account has been successfully configured on the customer's device.

    What to do next:
    Fastpath: To speed up configuration, in the Email field type the email address belonging to the account you want to add. Click Retrieve domain-specific settings. For major email providers, the Email widget will automatically fill in configuration fields. All you have to submit is the password(s) belonging to the email account.
    Article last updated: 14 April, 2023