[OFFICIAL] AirDroid Remote Support – User Guide

Part 1: Preparation for Remote Support

Before preparing for remote support, you need to follow the steps below:

Download and Install the Essential Apps

Get Started

Supporter need to download and install AirDroid Business for remote support, control, and management.
Supportee need to download and install AirDroid Remote Support to receive remote assistance.

Note : The supporter end for Windows devices currently only supports Windows and macOS.

Enroll the Devices to Your Organization

Enrolling a device in your organization will tremendously increase the security and privacy of the device owner when receiving support. Please enroll the device in your organization according to the type of device as follows:

For supportee of Windows:
For supportee of Android & iOS:

For supportee of Windows:

Windows devices can be enrolled in the organization by entering the deployment code, and the organization can perform policy management on the enrolled devices:

Step 1: Open the AirDroid Remote Support application on the Windows device. Click on "Enroll" button.

Step 2: Enter the deployment code of the organization in the pop-up window and click "Enroll." You can find the deployment code on the Admin Console (AirDroid Business Web) and AirDroid Business Desktop Client.

Step 3: Then a prompt will pop up, wait five seconds and click " Enroll" again to confirm your enrollment.

Step 4: Follow the prompts to select whether you want to enroll the device in attended or unattended mode.

Step 5: After selecting the mode, your device is successfully enrolled in the organization.

Note : You can also freely switch between attended and unattended modes.

For supportee of Android & iOS:

There are two methods to enroll a device in your organization:

Insert or scan the deployment code with the client's device
Scan the deployment code on the client's device with the supporter device

Insert or scan the deployment code with the client's device

Step 1: Open the AirDroid Remote Support application on the client's device.

Step 2: Click "Enroll This Device."

Step 3: Choose "Enroll Now."

Step 4: Manually enter the deployment code or click the scan icon on the right, you can find the deployment code on the Admin Console (AirDroid Business Web), AirDroid Business Application, and AirDroid Business Desktop Client.

Step 5: Click "OK" after the countdown.

Step 6: Choose the mode you want to enroll the device in and complete the process.

Note : iOS devices do not support unattended mode and will complete enrollment directly.

Step 7: Click "Finish."

Scan the deployment code on the client's device with the supporter device

Step 1: Open the AirDroid Business application and log in to your account.

Step 2: Click the add device icon on the top right.

Step 3: Click the scan icon on the top right.

Step 4: Scan the QR code shown on the AirDroid Remote Support application of the client's device.

Step 5: Choose the device group on the controller.

Step 6: Click the "OK" on the client's device after the countdown to complete the process.

Device Group Management

After the device is enrolled, you can manage your devices and take certain actions on the Admin Console (AirDroid Business Web). Please note that the Device List is only available for the Standard plan or above.

Step 1: Find the specific device you want to take action on from a specific group or "All Devices."

Step 2: On the top of the page of each group, you can check the number of devices for each type of device.

Step 3: On the device group page, you can check device information and take operations such as editing the device name or remark, group moving, or deleting a device from your organization.

Note : For Windows devices, you can also click the "Remote Support" button to invoke the Remote Business Desktop Client.

Tips : If you want to know the definition of each indicator, please hover your mouse on the upright of the device list.

Member Management & Permission Settings

With the Standard plan or above, you can invite and manage multiple members to help you support your customers or unattended devices. You can also distribute the enrolled devices to different groups to ensure the supporters support the correct devices or customers.

To create and manage the device groups, please follow the steps below:

Step 1: Login the Admin Console (AirDroid Business Web) > Remote Support > Members & Groups > Groups.

Step 2: You can click "＋Create Group" to create a new group, or click the "＋" icon next to a group to create a sub-group.

Step 3: You can edit the group information, move a group to sub- or upper-level and delete an empty group with the function on the "Operations" column.

After the groups are set, you can invite a new member with specific group permission or assign specific groups to existing members:

Step 1: Go to Members & Groups > Members.

Step 2: Click "＋Members" on the top right and input the essential information to invite a new member. You can also import a member from AirDroid Business if you are using AirDroid Business simultaneously. The definition of the Role is just under the Role option.

Step 3: You can edit a member's permission, remove a member, and check the information of an unactivated member with the functions on the Members page.

Set Up Security Policy

Security Policy in AirDroid Remote Support enables you to further ensure the privacy and security of your clients once the device is enrolled in your organization.

Following is a brief introduction to the Security Policy you can set in the Admin Console (AirDroid Business Web):

Prohibit clients from accepting remote control: This option can limit your supporter from controlling the client's device. The supporter can only see the shared screen and assist accordingly.
Prohibit clients from file transfers: This option will limit the file transfer between the supporter and the client's device. It can make sure both parties refrain from transferring any unnecessary files into or out of the organization or client's device.
Prohibit clients from accepting remote assistance from outside the organization: As anyone with the 9-digit connection code could initiate a remote support session, this option will force the client whose device is enrolled in your organization only to receive support from your organization to ensure the security of your clients.
Enforce automatic replacement of a new 9-digit Connection Code after each remote assistance on the client: This option will force the 9-digit connection code to be changed after every remote support session. In the Basic plan, it will immensely increase the security of the client's privacy as the supporter will not be able to initiate any remote support session at will after the previous session is ended. In the Standard plan, although your supporter can remotely connect the device without the code, the option can increase security if you allow the client to receive support from other organizations or teams.

Please note that for the Security Policy to take effect on the devices and the supporter client, the devices must be enrolled in your organization.

Part 2: Remote Support for Windows

System Requirements:

Controlled Devices: Supports Windows 7 SP1 or above
Black Screen Mode: Supports Windows 10 20H1 or above

To remotely support Windows devices using AirDroid Remote Support, please refer to the following steps:

Connection

After you and your customer installed the essential applications, you can start a support session with no effort. There are two methods to initiate a support session, please check the steps below:

Note : In addition, you can invoke the client to initiate a remote connection through the Admin Console, as described in "Invoke Remote Support Client."

To initiate a support session with a 9-digit connection code
To initiate a support session with the Device List

To initiate a support session with a 9-digit connection code

Step 1: Open the AirDoird Business Desktop Client and choose ID Connect, there is a place for you to enter the 9-digit connection code from the customer.

Step 2: Then from the controlled side, a pop-up message will appear. The controlled side should click Accept to establish the connection.

If the controlled side is inconvenient to accept the connection manually, you can also enter the connection password to establish the remote connection.

To initiate a support session with the Device List:

Step 1: Once the device is enrolled in your organization or added as a Frequent Client's Device, you can locate the device on the device list and initiate a remote support session directly.

Step 2: You can initiate the remote support session without manually inserting the 9-digit connection code by clicking "Connect."

Step 3: If the device is enrolled as an unattended device then the session should start immediately. If the device is enrolled as an attended device or added as a frequent device, once the customer clicks "Accept" from their end, the session will be started.

Invoke Remote Support Client

In addition to launching the AirDroid Business Desktop Client to initiate a remote connection, you can invoke the client from the Admin Console to initiate a remote connection directly to the device.

Step 1: Log in to the Admin Console and go to the device list.

Step 2: Click the "Remote Support" button in the " Operations" area on the right of the device list.

Step 3: A pop-up window appears in the Admin Console directing you to download/open the client, etc.

There are several specific situations:

If the client has not been downloaded and installed, a pop-up window will appear in the Admin Console to guide the download.
If the client is not logged in, it will automatically log in to the admin account and initiate a remote connection to the device selected by the Admin Console.
If the client has logged into the same account as the Admin Console, it will initiate a remote connection directly to the device selected by the Admin Console after invoking.
If the client is logged into a different account than the Admin Console, only the client is invoked.

Remote Control

Once the device is successfully connected, you can remotely control the employee or customer's Windows device.

There are many advanced features that you can use to assist the controlled end during remote control of Windows. Below we describe the features on the toolbar in more detail:

1. Switch Screen

If the controlled end has more than one screen, you can switch the screen that you want to control remotely.

2. Display

The screen display can be adjusted between Auto Zoom and Original Scale. The image quality can be adjusted to LD, HD, UHD, and Original Quality.

Hide Wallpaper is selected by default. The remote device will hide the original desktop wallpaper and the desktop background is displayed in black, which can reduce the performance consumption during remote control.

Show Remote Cursor is unchecked by default. When checked, the mouse of the remote device can be displayed on the controller end.

3. Chat

You can also use the Chat feature to chat with each other in text or voice messages, send files, and more.

4. Black Screen Mode (Only for unattended mode)

It enables IT admins to hide the screen image of the remote device during the remote control session and a hint saying "This device is under maintenance" will be shown. More details on Black Screen Mode will be provided later.

5. Voice Call

In addition to the toolbar at the top of the controller end to enable voice call, both the controller and the controlled end can enable voice call in the chat window.

6. Enter full screen

Displays the screen of the controlled end in full screen.

7. Disconnection

After completing the assistance, click "Disconnection" to terminate the remote session.

Unattended Mode

If you have enrolled the Windows as an unattended device by following the guide for enrolling devices, you can initiate support directly on the Desktop Client. If you have enrolled the Windows as an attended device, you can also switch the device to unattended mode.

Device has been added to the organization as an unattended device

After enrolling an unattended device in your organization, you can log in to the Admin Console (AirDroid Business Web) and check the status of the device at any time for maintenance.

You can find the Windows device you want to control remotely on AirDroid Business Desktop Client and click "Connect" to initiate a remote session without the consent of the controlled end.

Device has been added to the organization as an attended device

After enrolling an attended Windows in your organization, you could enable the Unattended Mode for your device so that you can remote control the unattended devices when needed.

To enable the Unattended Mode, please follow the steps below:

Step 1: If you already enrolled the device in your organization, please open the AirDroid Remote Support application on the enrolled device and click on the "Unattended" button next to "Attended."

Step 2: You will have to wait for 5 seconds and click "Confirm" to give consent for activating the Unattended Mode.

Step 3: Now, the Windows device has been successfully switched to an unattended device.

Note : The controlled device cannot be connected successfully after entering sleep mode. For unattended devices, you need to set the sleep mode of the system to "Never" to prevent the device from entering sleep mode and causing connection failure.

Black Screen Mode

Once the Windows is enrolled as an Unattended Device, you can enable the Black Screen Mode to maintain your unattended devices without leaking any sensitive company information.

Please note that the Black Screen Mode function is only available for the Standard plan or above, and you can only enable the function when the device is enrolled as an unattended device.

To enable the Black Screen Mode, please follow the steps below:

Step 1: Find the Windows device you want to control remotely on AirDroid Business Desktop Client and click "Connect."

Step 2: Click on "Black Screen Mode" in the top toolbar.

Step 3: A window will pop up, click "OK" to enter Black Screen Mode.

Step 4: The controlled end device will display a black screen with a string of text informing that the device is being maintained.

If your local language is not supported by AirDroid Remote Support for Business, you can change the Black Screen Mode's prompts with the steps below:

Step 1: Log in to the Admin Console (AirDroid Business Web) > Click the "setting" icon on the top right > Choose "Preferences" > Check the second option under the Remote support.

Step 2: Click the pencil icon right under the option, and you can customize the prompt for the unsupported language.