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.
System: 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.
Battery: View battery details and push settings that help optimize battery utilization.
Connections: View and manage a device’s Bluetooth, GPS, and Wi-Fi connections.
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.
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.
QuickNav: Jump to specific destination on the customer’s mobile device.
Processes: View processes and applications running on an Android device, and see how much memory they are using. Kill selected processes and running applications.
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.
Applications: View and manage missing or unwanted (flagged) applications.
Email: 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

Dashboard

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

Processes

View and terminate processes running on the customer's device.

Services

View services registered on the customer's device.

Applications

View all applications installed on the customer's device; launch and uninstall applications.

Logcat

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: 14 March, 2023