Troubleshooting your managed devices can be particularly difficult when devices are scattered around different geographies. In addition, it can be time consuming to explain certain concepts or actions to device users.
To simplify troubleshooting and remote management, you can Configure Remote Support for your managed devices. When enabled, you can remotely access, view, and control the device screen of your managed devices.
During a remote support session, both you and the device user have access to view operations performed on the device.
Samsara logs each remote support session on the Samsara dashboard.
To access and control your devices:
-
From the Fleet menu, select MEM Overview > Mobile Devices.
You can also locate the device on the MEM Overview page.
-
From the action menu (...) for the device, Start Remote Support Session.
You will see a loading screen on the dashboard as Samsara attempts to initiate the remote support request to the device. On the managed device, the Samsara Remote Support App automatically opens and prompts the device user to join the session. To receive the prompt, the user must have internet access.
-
Instruct the device user to tap the prompts to join and start the session.
Depending on the strength of internet connection, it can take up to two minutes for the device to establish a connection and start sharing its screen. After allowing the session, some devices may additionally prompt the user to start recording their screen.
If the device is unable to join the session in fewer than two minutes, the session automatically closes. To try again, restart the session from the dashboard.
-
After the device joins the session, view the device screen on your dashboard.
Note
Do not navigate away from this page while a session is in-progress. If you do, the session will end, but it may take a few moments to register on the device.
-
Manage the device as needed.
Any actions that you take are registered and visible by the device user on the physical device. Similarly, any actions taken on the physical device are reflected on the Samsara dashboard. You can also use your keyboard to type. Your keystrokes will be registered on the device.
To quickly jump to device apps and locations, use the Back, Home, and Notifications buttons below the device screen view. These buttons can be quicker to use than navigating on the device screen.
-
Click End Session to terminate the remote session with the device.
You can also end the session from the device.
If you end the session from the dashboard, Samsara returns you to the MEM Overview page and automatically end the session on the device.
Note
If a the device or the dashboard loses network connectivity during a session, the session ends. It can take a few minutes for the device or dashboard to reflect that the session ended.
-
To view logs relating to remote support sessions, select Settings > Activity Log and then filter the Event Type by Remote support.
An event is logged for each session start and stop. For each session, Samsara displays the user who initiated the session, details about the session including remote hostname, duration, and date at which the event was logged.
