HELP FILE

Supporting iOS Devices

This article gives guidance to Rescue technicians.

This section summarizes how Rescue+Mobile can be used to support iOS devices (iPhone, iPad, iPod touch).

Remember: The actual set of features available to a technician is set at the group level in the Administrator Center.

Rescue+Mobile App for iOS

For a full-featured experience, the customer's device should be running the Rescue+Mobile app for iOS, which the customer must download from the App Store.

When the customer has the Rescue app for iOS, Rescue+Mobile technicians can push configuration settings and view system info. Otherwise, the session can be run in Safari using Instant Chat, which only allows the technician to push configuration settings.

Connection Methods

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

iOS Support Session Types

At the start of every support session (upon entering the PIN code), the customer needs to choose from the below two session types.
  • Chat
  • Broadcast
The session type chosen determines the features and functionalities available during the session.
Chat
The following features are available:
  • Chat
  • Device Info via Click2Fix
  • Push email and APN configuration
  • Basic Remote Control
Basic Remote Control
During a Chat session, the technician can launch Remote Control from Click2Fix or the Customer Display tab making the following features available.
  • Access to device info (system and network configuration)
  • Access to screenshots the customer creates during the session
  • Co-browsing pages using the browser built into the Rescue+Mobile app (Whiteboard and Laser Pointer also available)
Broadcast
The Rescue + Mobile iOS app (from v7.12.32 onwards) provides screen sharing functionality leveraging the iOS Broadcast feature introduced in iOS11. This enables technicians to solve issues on the customer's iOS device outside of the R+M app. When the app is sent to the background, the device screen is still transferred to the Rescue Technician Console. For detailed information on starting a Broadcast session, see Starting a Screen Sharing (Broadcast) Session on an iOS Device

Features and Tools Available from the 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 an iOS device with the app:
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.
Web Shortcuts
Push icons that give the customer access to web content from their home screen.
Battery
View battery details.
Connections
View a device’s Bluetooth, GPS, and Wi-Fi connections.
Direct URL
Send customers predefined or custom URLs, which open automatically.
Processes
View how much of the available memory is used by running processes and applications.
Email

Add new email accounts to the default email app.

Features and Tools Available from the Customer Display Tab

Launch Remote Control Session
View and control the Rescue + Mobile iOS app on the customer's device. Depending on permissions, the following features may also be available when controlling an iOS device:
  • Chat
  • White Board
Tip: You can use the Rotate Left/ Rotate Right buttons (under Device view, or on the Session Toolbar in case of the Customer Display tab) to switch between landscape and portrait modes.
Launch Display Viewing Session
View the Rescue + Mobile iOS app on the customer's device. Depending on permissions, the following features may also be available when viewing an iOS:
  • White Board
Tip: You can use the Rotate Left/ Rotate Right buttons (under Device view, or on the Session Toolbar in case of the Customer Display tab) to switch between landscape and portrait modes.

Features and Tools Available from the System Info Tab

Dashboard
The Dashboard tab provides access to the following information:
  • System Information (OS, Device model, Device screen)
  • Memory Information
  • Wireless and Network Information
  • Battery and Power Consumption Information
  • Storage Information
  • Process (Top 5 per CPU)
Processes
View processes running on the customer's device.

Features and Tools Available from the Device Configuration Tab

  • Email settings
  • Exchange ActiveSync settings
  • Access Point settings
  • Passcode settings
  • Restrictions settings
  • Web Clips settings
  • Wi-Fi settings

History and Notes Capabilities

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.