Explore Workspace ONE Assist for Android

Your Hands-on Labs environment is modeled after the typical Workspace ONE Assist SaaS deployment, which consists of:

  • Workspace ONE UEM version 19.07 or later
  • Workspace ONE Assist app version 5.2 or later
  • SaaS-hosted Remote Management server version 5.2 or later

You will now explore the Workspace ONE Assist app on the enrolled Android device and establish a Remote Management session from the Workspace ONE UEM Console to explore the functionality available to both end users and remote administrators.

1. Launch the Workspace ONE Assist app

Tap the Workspace ONE Assist app on the enrolled Android device.

NOTE: If the Workspace ONE Assist app is not available on the device yet, it is still downloading or installing after the enrollment was completed.  

You will be prompted to input a PIN in an upcoming step on the device once you initiate the Remote Management session from the Workspace ONE UEM Console.

1.1. Accept the Workspace ONE Assist Privacy Policy

Tap I Understand when presented with the Workspace ONE Assist Privacy Policy.

2. Start the Remote Management Session

In the Workspace ONE UEM Console:

  1. Click Devices
  2. Click List View
  3. Click the Android device from the list that you enrolled

2.1. Launch Remote Management Session

  1. Click More Actions
  2. Click Remote Management

IMPORTANT: If the Remote Management option is not available under Support, you may need to wait a few minutes for the Workspace ONE UEM Console to recognize that the newly enrolled device can receive a Remote Management connection, which requires the Workspace ONE Assist app to be fully installed on the device. If needed, refresh the page periodically to check if the option is available.

2.2. Launch Remote Management Session

  1. A series of checks will confirm if the device and remote management server can communicate.  Once all checks are completed a remote management session was successfully created, all steps will show a Success status.
  2. Click LAUNCH SESSION

3. Explore Workspace ONE Assist

Once the Remote Management session is established, you will be presented with 3 tools:

  • Share Screen: Allows you to view the remote device's screen
  • Manage Files: Allows you to access and manage the remote device's file system
  • Command Line: Allows you to send commands to the remote device

Continue to the next step.

4. Manage Files on the Remote Device

Click the Manage Files tool.

4.1. Note PIN After Device Connection

  1. The Remote Management connection message will be sent to the device, wait for the device to connect to the Remote Management session.
  2. Once successful, a PIN will be displayed.  You will need to enter this PIN on your Android device to confirm the Remote Management session.

NOTE - Unlock the device screen if it is locked due to inactivity.

4.2. Enter PIN on Android Device

  1. Enter the 4-digit PIN you received to confirm the Remote Management session
  2. Tap Done to close the keyboard

4.3. Accept the Terms and Conditions after PIN

Tap ACCEPT

4.4. Allow Assist to Access Files On Your Device (IF NEEDED)

If prompted, tap Allow when Assist requests to access photos, media and files on your device.  

This allows Workspace ONE Assist to manage the device's file system during a remote management session.

4.5. Refresh Remote Management File Management (IF NEEDED)

If you were prompted to allow Assist to access the files on the device in the previous step, you may need to refresh the Manage Files view after the device accepted the permissions.  Since the remote management session was established before the end user granted permissions, Workspace ONE Assist protects their privacy by not allowing the remote administrator to view any details about the file system until the end user grants permission to do so.

  1. If you see the No Files in this Folder screen, tap Refresh.
  2. Confirm that the device's file system is now displayed.

5. Confirm Successful Remote Management Session

Once the Remote Management session has successfully connected, you will see the file system of the Android device.

  1. The Remote Management session bar allows you to take Remote Management actions, such as switching between the available tools, viewing logs, adding folders, and more.  You will explore these options more closely in upcoming steps.
  2. The File Directory is displayed here, showing the list of available files and folders on the device.
  3. The Drives on the device are displayed here, allowing you view all drives on the device.  Leave the default selected driver for now.
  4. The Upload and File Manager Status buttons are available here, allowing you to remotely send files to the device and check their progress.
  5. The Name, Size, and Modified columns can be clicked to organize the files. Click the Name column to sort the list of files alphabetically.

6. Create a new Folder

  1. Click the Add Folder button
  2. Enter Hands on Labs for the folder name
  3. Click CREATE
  1. Single-click the Hands on Labs folder.
  2. Note the extra options that appear on the folder when you single click it.  These allow you to Rename, Download, or Delete the selected file or folder.
  3. Double-click the Hands on Labs folder to navigate to the folder.

6.2. Upload a File

  1. Notice that there are no files in this folder. This is because you just created this new folder from the previous steps.
  2. Click the Upload File button.
  3. Click the Browse link.

6.3. Select the File to Upload

  1. Click Documents
  2. Click HOL
  3. Click Intro to MAM
  4. Click VMware.jpg
  5. Click Open

6.4. Monitor File Manager Status

The File Manager Status screen will display once the file begins uploading.  Monitor the VMware.jpg upload and wait for it to show that it has completed the transfer.

7. Confirm the File on the Android Device

On the Android device, tap the My Files app.

Tap Internal Storage.

  1. Confirm that the Hands on Labs folder is available on the device. Click the Hands on Labs folder to browse the contents.
  2. Confirm that the VMware.jpg file is available.

8. Share Screen on the Remote Device

Return to the Workspace ONE Assist tab.   You will now start a Screen Sharing session to the remote device.

  1. Hover over the Home button.
  2. Click the Share Screen button.

8.1. Wait for Successful Connection

Once the Screen Sharing session has successfully connected, the remote device will need to explicitly Allow permission to proceed.

8.2. Allow the Remote Session

On the enrolled Android device, tap Allow when prompted for the Remote Session.

If prompted to enable the Assist service privacy feature:

  1. Scroll down on the Accessibility menu that opens
  2. Tap Assist

8.2.2. Enable the Remote Management Privacy Feature (IF NEEDED)

If prompted to enable the Assist service privacy feature, tap the toggle button to enable it.

8.2.3. Confirm the Assist Permissions to enable the Privacy Feature

Tap OK to confirm the Assist permissions required for the Privacy Feature.

9. Confirm Successful Screen Share Session

  1. Notice that the Remote Session bar has updated to include more actions, including Fit to Screen, Resolution, Virtual Keyboard, Record, Screenshot, and more actions.
  2. Notice that the device screen is streamed here.  Feel free to explore on the remote device and watch the remote session in Workspace ONE Assist.
  3. The device shell is also loaded and can be interacted with.  Try pressing the device buttons from Workspace ONE Assist to see them take action on the remote device.
  4. The device make and model, serial number, and Android version are listed for easy access.
  5. The Mobile Network and Wi-Fi networks are also available.
  6. Click More Details to see additional information about the device.

9.1. Explore Device Details

  1. Review the additional device details as desired, including the device, radio, storage, battery, bluetooth and Wi-Fi details.
  2. Tap the Share Screen button to return to the active screen sharing session.

10. Explore Whiteboarding

  1. Click the Ellipses (...) button for additional tools
  2. Click WhiteBoard
  3. Click the Circle shape
  4. Click and drag to draw a circle anywhere on the screen.

10.1. Allow Assist to Appear on Top

When prompted, tap the Allow Permission toggle to enable Assist to appear on top of other apps.

This allows the assets drawn from the Whiteboard feature of Workspace ONE Assist Remote Session to appear on the end user's device.

Click on the Back button to exit out of the Settings Menu if needed.

10.2. Confirm the Whiteboard Drawing was Successful

  1. You should now see the shape you drew previously display in both the remote session as well as on the device.
  2. Click CLEAR under the Whiteboard tool to remove the shape you drew.

The WhiteBoard feature can be useful to remotely and easily guide or highlight something for your end users.  Explore the options available to the WhiteBoard feature as desired before continuing.

11. Explore Shortcuts

  1. Click the Ellipses (...) button for additional tools
  2. Click Shortcuts
  3. Click the About Device shortcut
  4. Notice that the About Device page was loaded automatically on the device, allowing your remote administrator to quickly navigate to key points on the device for easier troubleshooting

12. Explore Session Pausing

On the enrolled device:

  1. Swipe down from the top of the device to reveal the notifications
  2. Notice that the Assist Remote Control status is displayed here.  Tap the Pause button.

12.1. Confirm the Paused Remote Management Session

  1. The end user is prompted that their privacy is now protected and the remote administrator can no longer view their screen.
  2. Back in the Remote Management session, the remote administrator is notified that the session is paused.
  3. The screen sharing has been paused and no device shell buttons will work for the device.
  4. Notice that all the remote session tools have been disabled as well until the user resumes.

12.2. Resume the Session

On the remote device:

  1. Swipe down from the top of the device to reveal the notifications
  2. Notice that the Assist Remote Control status is displayed here.  Tap the Resume button.

12.3. Confirm the Resumed Remote Management Session

  1. The end user is prompted that the remote administrator can view their screen again.
  2. Back in the Remote Management session, the remote administrator is able to view the device screen as normal.
  3. Notice that all the remote session tools have been enabled again.

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