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Supporting Android Devices

    This article gives guidance to Rescue technicians.

    This section summarizes how Rescue+Mobile can be used to support Android devices.

    Remember: The actual set of features available to a technician is set at the group level in the Administrator Center.
    What devices can be controlled? For detailed information, see Rescue System Requirements
    Restriction: Advanced Remote Control is not available for iOS devices. For detailed information, see Supporting iOS Devices.

    Rescue+Mobile App for Android

    The customer must have the Rescue+Mobile app for Android. The app can be downloaded from Google Play or by following a link sent by the technician during connection.

    Connection Methods

    • SMS
    • PIN Code
    • Link and Messaging Tool
    • Email

    Click2Fix Tab

    The Click2Fix tab gives technicians a set of tools for analyzing and resolving the most commonly encountered issues faced by mobile customers.

    The following widgets are available for Rescue sessions with Android devices:
    Info and Alert Bar
    View basic device info and highlighted issues or action items.
    Mobile Network
    View mobile network information. Push predefined APN settings.
    View basic information about the customer's device (System Version, Baseband number, Build number, IMEI, etc.).
    Web Shortcuts
    Push icons that give the customer access to web content from their home screen.
    View battery details and push settings that help optimize battery utilization.
    View and manage a device’s Bluetooth, GPS, and Wi-Fi connections.
    Direct URL
    Send customers predefined or custom URLs, which open in their default browser.
    Device View
    View a simulation of the customer’s device. With supported devices, technicians can also start a remote control session.
    Jump to specific destination on the customer’s mobile device.
    View processes and applications running on an Android device, and see how much memory they are using. Kill selected processes and running applications.
    View and manage missing or unwanted (flagged) applications.
    View configuration information about the email accounts configured in the default email app of the customer's device. Add new accounts.

    Customer Display Tab

    Launch Remote Control Session
    View and control the customer's device. Depending on permissions, the following features may also be available when controlling an Android:
    • Chat
    • White Board
    • Laser Pointer
    • Screen Capture
    • Screen Recording
    Launch Display Viewing Session
    View the customer's device. Depending on permissions, the following features may also be available when controlling an Android:
    • White Board
    • Laser Pointer

    System Info Tab

    The Dashboard tab provides access to the following information:
    • System Information (OS, Baseband number, Build number, Device model, etc.)
    • Memory Information
    • Wireless and Network Information
    • Battery and Power Consumption Information
    • Storage Information
    View and terminate processes running on the customer's device.
    View services registered on the customer's device.
    View all applications installed on the customer's device; launch and uninstall applications.
    View recent events of the customer’s device.

    File Manager tab

    Transfer files between customer and technician.

    History and Notes tab

    Add/Edit Notes
    Take notes during a session and save them.
    History and Notes Capabilities
    View the session log and any notes made during the active or past sessions with the current in-session device.
    Article last updated: 5 January, 2023