Android Devices and Intune Remote Help Walkthrough Guide

Let’s discuss the Android Devices and Intune Remote Help Walkthrough Guide. The Intune Remote Help comes with some essential features to make things easier. You can share your screen when someone is helping you or take full control when needed.

It works smoothly on Samsung or Zebra devices with OS 8 and above. For unattended control, it supports Samsung OS8+ or Zebra MX 9.3+. You can keep track of your sessions with session history reporting. If there’s an issue with a device not following the rules, it gives a warning.

To keep everything secure, it has role-based access controls (RBAC) and strong authentication, including Entra ID for proof of helper and sharer identity. These features ensure a safe and efficient experience.

Remote Help is a cloud-based solution. It ensures a safe and secure connection between help desk teams and users’ devices. This system allows support staff to access users’ devices to assist remotely. It simplifies the process of troubleshooting and resolving issues by allowing help desk personnel to connect with and help users from a distance.

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What is Attended Screen Sharing and Attended Full Control?

Android Devices and Intune Remote Help

Attended screen sharing allows support staff to view and share the user’s screen, while attended full control enables them to take full control of the user’s device during troubleshooting.

Android Devices and Intune Remote Help Walkthrough Guide

Frontline workers are the workers who directly interact with customers and manage specific tasks. They frequently use Android devices, either shared or dedicated, for their work. Sign in to the Intune Admin Center portal https://intune.microsoft.com/.

  • Select Devices > Android > Android Devices.
  • You can see that there are 2 Android devices. One is compliant, and the other is not compliant.
  • Let’s start a session for Remote Help.
  • Click the not Compliant remote session from the screenshot below.
Android Devices and Intune Remote Help Walkthrough Guide - Fig.1 - Creds to Kara Wang MS
Android Devices and Intune Remote Help Walkthrough Guide – Fig.1 – Creds to Kara Wang MS

Once you have chosen the “Not Compliant” device, the next step is to select “New remote assistance session” from the provided screenshot. This option will help you start a new remote assistance session.

Android Devices and Intune Remote Help Walkthrough Guide - Fig.2 - Creds to Kara Wang MS
Android Devices and Intune Remote Help Walkthrough Guide – Fig.2 – Creds to Kara Wang MS

There are 3 Remote Help session types: Request screen sharing, Request full control, and Initiate unattended control. There is also a warning: “The device you are connecting to is not compliant with your organization’s security policies. Please be cautious when entering or accessing sensitive information as the device may be compromised.”

Adaptiva
Remote Help Session TypeDescription
Request screen sharingRequest a view of the remote screen. To minimize the impact on end-user privacy, this option is recommended unless full control is necessary.
Request full controlRequest full control of the remote device.
Initiate unattended controlTake full control of the device without the presence of end user.
Android Devices and Intune Remote Help Walkthrough Guide – Table 1
Android Devices and Intune Remote Help Walkthrough Guide - Fig.3 - Creds to Kara Wang MS
Android Devices and Intune Remote Help Walkthrough Guide – Fig.3 – Creds to Kara Wang MS

Compliant Device

Select the Compliant Android device from the screenshot below. This device’s name is Desk S20+, and Intune manages it. The ownership of the device is Corporate, and the OS version is 12.

Android Devices and Intune Remote Help Walkthrough Guide - Fig.4 - Creds to Kara Wang MS
Android Devices and Intune Remote Help Walkthrough Guide – Fig.4 – Creds to Kara Wang MS

Select the “New remote assistance session” from the DeskS20+ device window and select the Request full control option from Intune Remote Help. Select the Launch Remote Help button.

Android Devices and Intune Remote Help Walkthrough Guide - Fig.5 - Creds to Kara Wang MS
Android Devices and Intune Remote Help Walkthrough Guide – Fig.5 – Creds to Kara Wang MS

In the Remote Help session, you will find that the Desk S20+ device is waiting to accept your request. To start the remote assistance, you only need to click the “Allow” button on your Android phone. Once you hit “Allow,” the Remote Help session will begin.

Android Devices and Intune Remote Help Walkthrough Guide - Fig.6 - Creds to Kara Wang MS
Android Devices and Intune Remote Help Walkthrough Guide – Fig.6 – Creds to Kara Wang MS

The screenshot below shows the Remote help session window. On the top left, it tells you which mode you are in. We have our soft buttons Back, Home and Overview on the right. The Overview button helps you to show a list of all the apps that have been running.

Next, we have the volume down and volume up buttons. Finally, we have the Power button, which on most Android devices is going to be a button located on the side of the device, and when you do a short click, that typically turns the screen off.

Android Devices and Intune Remote Help Walkthrough Guide - Fig.7 - Creds to Kara Wang MS
Android Devices and Intune Remote Help Walkthrough Guide – Fig.7 – Creds to Kara Wang MS

Remotely Accessing and Controlling a Device in Charging Dock

You can quickly fix the issue with a device not connecting to a Bluetooth label printer. To fix this, you can remotely access the device in the charging dock during a scheduled maintenance window. Select the New remote assistance session option and the Initiated unattended control remote session type.

  • Select the Launch Remote Help button from the Intune Remote Help
Android Devices and Intune Remote Help Walkthrough Guide - Fig.8 - Creds to Kara Wang MS
Android Devices and Intune Remote Help Walkthrough Guide – Fig.8 – Creds to Kara Wang MS

When troubleshooting technical issues on a remote device, it may be necessary to access and control the device even while it’s in a charging dock. This process involves initiating unattended control through a remote help session. The session will automatically begin after a specified duration, eliminating the need for someone on the other end to accept the request.

  • After launching the remote help session, wait for the connection to the device.
  • The session will automatically commence after a predefined period.
  • Initially, the screen may appear black as the device is locked and in the charging dock.
  • Click on the Home button, typically a circular shape located on the left side of the device, to turn on the screen.
  • Go to the Bluetooth settings on the remotely accessed device.
  • Enable Bluetooth to establish a connection.
  • Now, the Bluetooth connection is active.
  • You can easily access and take control of a device remotely, even while it’s charging.
  • This process simplifies troubleshooting.
  • It allows for efficient issue resolution without needing physical presence or manual intervention on the other end.
Android Devices and Intune Remote Help Walkthrough Guide - Fig.9 - Creds to Kara Wang MS
Android Devices and Intune Remote Help Walkthrough Guide – Fig.9 – Creds to Kara Wang MS

When you open the Unattended Remote Control Session window, you will notice that it indicates the mode as “Unattended“. In the window, various buttons are available to assist you. Refer to the screenshot for buttons with specific names and functions.

  • To end the Remote Help Session, click on the “Exit Remote Help Session” option shown in the screenshot below.
Android Devices and Intune Remote Help Walkthrough Guide - Fig.10 - Creds to Kara Wang MS
Android Devices and Intune Remote Help Walkthrough Guide – Fig.10 – Creds to Kara Wang MS

Simple and secure helpdesk support using Remote Help in Intune (youtube.com)NOTE! – Microsoft shared detailed information on Android Devices and Intune Remote Help Walkthrough Guide with the latest Technical Takeoff session by Kara Wang.

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Author

About the Author – Vidya is a computer enthusiast. She is here to share quick tips and tricks with Windows 11 or Windows 10 users. She loves writing on Windows 11 and related technologies. She is also keen to find solutions and write about day-to-day tech problems.

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