Using Remote Control

The ability to remote control and view your devices is a fundamental component of SOTI MobiControl. It allows you to troubleshoot device issues without requiring devices to return for an in-person inspection, thus reducing downtime. SOTI MobiControl supports two methods of remote control: web-based or plugin.

Note: Certain devices have restrictions regarding remote control:
  • Android Enterprise managed devices must have an Android Enterprise plugin installed to use remote control.
  • Android Enterprise managed profile devices and iOS devices can only be remote viewed; that is, device users operate the device while the SOTI MobiControl administrator watches.
  • Zebra Android Enterprise devices do not require a plugin to support remote control. However, when a remote-control session is established via the Zebra RC API, a pop-up appears on the device screen, prompting the device user for a remote-control permission. The pop-up can be suppressed by API means on devices with MX 9.3 or later. The suppression does not work on TC20 and TC25 devices.

Remotely Viewing iOS Devices

You can remotely view an iOS device enrolled into SOTI MobiControl in one of the following ways:

  • Using a device agent or a SOTI MobiControl SDK-enabled application (see Remotely Viewing iOS Devices via Device Agent or Application) – this way, you can view an iOS device with no intervention from the device user. However, you can view only the SOTI MobiControl agent and applications that embed the SOTI MobiControl SDK. The latter include SOTI's applications, such as SOTI Hub and SOTI Surf, as well as customers' proprietary apps.
  • Using Remote Screen Sharing (see Remotely Viewing iOS Devices via Remote Screen Sharing) – this method requires the device user to start a Screen Recording session on their device. It enables you to view the entire device, including any application launched by the user.

Web-based

SOTI Assist is the default and preferred solution for SOTI MobiControl remote control sessions. It is fully integrated with SOTI MobiControl and supplements remote control sessions with tools for logging and organizing issues.

SOTI Assist is a separate product from SOTI MobiControl that you must install before you can use it to remote control your devices.

See SOTI Assist Help for information on using SOTI Assist. Once SOTI Assist is set up, initiating a remote control session in SOTI MobiControl will open SOTI Assist in a new browser tab or window.

Downloadable Plugin

In SOTI MobiControl deployments where SOTI Assist is not installed, you can download a plugin to perform remote control sessions. This is a legacy method and should only be used where SOTI Assist is unavailable.