Runbooks
Help someone remotely
See their screen, and tap for them if they let you.
You need: a company-owned Android device, and the Remote view and control permission.
Before the first time
- Agent devices need agent 1.8.0 or later. Nothing else to set up.
- Google-managed devices need the Remote support app. Turn on Allow remote support in the device's policy (under Apps), wait for the app to install, then have someone open Remote support on the device once to connect it. Its page then shows Remote support app: Connected.
If you want to tap and type as well as watch, the person turns on Remote support under Settings → Accessibility on the device. Without it you can only watch.
Steps
- Phone or message the person first, so they expect the request.
- Open their device in the console and select Remote view.
- The request reaches the device at its next check-in, which can take up to 15 minutes. Keep the window open.
- On the device, the person accepts Android's screen-sharing prompt. On a Google-managed device, they tap the Remote support notification first.
- Their screen appears. If tap control is on, click to tap, drag to swipe, and use Back, Home and Recent apps.
- Select End session when you're done.
If it doesn't work
| Problem | Fix |
|---|---|
| Remote view isn't on the device page | The device is personal, Windows, on an old agent, or Google-managed without the Remote support app connected or allowed. |
| The person declined | Ask them to accept when the prompt appears, and try again. |
| You can see but not tap | They haven't turned on Remote support in Settings → Accessibility. |
| Nothing happens for 20 minutes | The request lapsed. The device may be offline; see Device is not checking in. |