Part 1: Preparation for Remote Support

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

Download and Install the Essential Apps

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

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 "Organization & Unattended Mode."

Step 3: Choose "Business User."

Step 4: Manually enter the unattended/attended 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: Click "DONE."

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.

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):

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 Android

To remotely support Android 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:

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. For example:

Step 2: Insert the 9-digit connection code provided by the AirDroid Remote Support application on the customer's mobile device and click "Connect", and wait for the customer to click "Accept" for the support session to start.

Step 3: You will see the screen on the AirDoird Business Desktop Client below after the customer clicks "Accept" from their end, and you can provide the support your customer needs from here.

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. Take the AirDoird Business Desktop Client as an example:

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.

Screen Sharing

Both the support specialist's end and the customer's end can initiate screen sharing. If the device is unattended, screen sharing will automatically be enabled once the session is connected. If the device is attended, the other party's consent is required to start screen sharing.

From the support specialist's end

After a session is started, click "Screen Sharing" on the AirDoird Business Desktop Client from the left side of the window to request the customer to accept screen sharing.

From the customer's end

Step 1: In a remote support session, a customer can proactively share their screen by clicking the "Screen Sharing" button on the AirDoird Remote Support application.

Step 2: After the request is accepted or when the customer chooses to share the screen, there will be a pop-up screen for the customer to confirm to share the screen.

Step 3: For Android 10 or below, please tap on "Don't show again" and "Start Now" to share your screen.

Step 4: For Android 11 or above, please tap on "START NOW" to share your screen.

The image below shows what is displayed when screen sharing is enabled on the AirDoird Business Desktop Client. Following is a brief introduction to all the functions shown in the picture.

Remote Control

The remote control feature for AirDroid Remote Support is enabled by installing an add-on (secured by AirDroid) on the client/user’s device.

To provide support with the remote control function, please follow the steps below:

Step 1: First, you need to follow the steps in the screen sharing guide to enable screen sharing.

Step 2: From the AirDroid Business Desktop Client (supporter), tap the "Tutorial Gesture" icon on the left-hand side, then tap "Remote Control" to enter remote control mode.

Step 3: Ask your client to tap the "Allow" and "Download now" buttons on their AirDroid Remote Support application, which will initiate the remote control add-on download process.

Step 4: Once the add-on is downloaded and installed, ask the client to return to the AirDroid Remote Support application and proceed with the following steps, "Enable permission" ＞ Installed services ＞ "Allow" for the add-on to work properly.

Step 5: The remote control will be enabled automatically after the add-on grants permission.

Unattended Mode

If you have enrolled the device as an unattended device, you can initiate support directly on the Desktop Client. If you have enrolled the device 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 check the status of the device at any time for maintenance. Log in to the Admin Console (AirDroid Business Web) and find the specific group or "All Devices." The devices marked in blue in all devices are unattended devices using Wi-Fi/Wired, those marked in orange are unattended devices using cellular, and those marked in gray are unattended devices that are offline.

To remotely support an unattended device, refer to the following steps:

Step 1: Open and log in to the AirDroid Business Desktop Client > Find the unattended device you want to remote control. Then click "Connect" to establish a remote control session.

Step 2: Once connected to an unattended device, screen sharing and remote control features are automatically enabled. You can directly solve device problems remotely and perform operations such as file transfer.

Device has been added to the organization as an attended device

After enrolling an attended device 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 the button that shows "Attended."

Step 2: Click the "Unattended" button next to the "Deployment method."

Step 3: You will have to wait for 5 seconds and click "OK" to give consent for activating the Unattended Mode.

Step 4: Click "Continue", and the application will guide you to the Play Store to download the add-on. If your device does not have the Play Store, the add-on will be downloaded via the browser. Please follow the instruction to complete the installation and permission authorization for Accessibility.

Step 5: Follow the instructions shown on the screen to authorize AirDroid Remote Support for the unattended mode fully.

Step 6: After granting all permissions, the unattended mode is enabled successfully. You can start remote support for unattended devices.

Black Screen Mode

Once the device 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: Open and log in to the AirDroid Business Desktop Client > Find the unattended device you want to remote control.

Step 2: Click "Connect" to establish a remote control session > Find the "Black Screen Mode" button on the top left > Click the icon to enable.

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.

AR Camera

AR Camera allows you to see through the customers' device camera and guide your customers by placing 3D markers onto real-world objects. But for Android devices, the ARCore must be installed on the device that requests the support to enable the AR functions on AirDroid Remote Support.

Please remind the information below for you to use the AR function smoothly:

Both the support specialist's end and the customer's end can enable AR camera. Please refer to the following steps:

From the support specialist's end

Step 1: After a session is started, click "AR Camera" on the AirDoird Business Desktop Client to request the customer to enable the AR camera feature.

Step 2: Customer needs to click "Enable" in the session window of AirDroid Remote Support application to enable the AR camera function. Then click "Continue" in the pop-up window, and the customer can use the voice call to communicate with the support specialist at the same time.

Step 3: After the customer has enabled the AR Camera, the support specialist can assist the customer using the AR Camera and Voice Call on the AirDoird Business Desktop Client.

From the customer's end

Step 1: In a remote support session, a customer can proactively enable AR Camera by clicking the "AR Camera" button on the AirDoird Remote Support application.

Step 2: Once the AR camera is enabled, customers can use the camera to communicate remotely with support specialists.

Part 3: Remote Support for iOS

Connection

The connection steps for iOS devices are the same as Android devices, you can refer to the connection guide for Android devices.

Screen Sharing

You can refer to the screen sharing steps for Android devices. iOS devices require the following additional actions:

After the request is accepted or when the customer chooses to share the screen, there will be a pop-up screen for the customer to confirm to share the screen.

Step 1: Swipe up from the screen button to open "Control Center."

Step 2: Long press the "Screen Recording" button (Note: Make sure to press and hold.)

Step 3: Select Remote Support in the pop-up dialogue, and tap "Start Broadcast."

Step 4: Return to AirDroid Remote Support app.

AR Camera

AR Camera allows you to see through the customers' device camera and guide your customers by placing 3D markers onto real-world objects. But for iOS devices, the ARCore must be installed on the device that requests the support to enable the AR functions on AirDroid Remote Support. If your devices do not preload with ARCore, you can directly download the ARCore from Google Play.

To enable and use the AR Camera on iOS devices, please refer to the AR Camera guide for Android.

Part 4: Usage Report & Logs

In the Admin Console (AirDroid Business Web), you can view detailed service data and logs.

Usage Dashboard

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

Step 2: You can see the Usage of your support time and set a period to generate a graphic of the usage summary.

Step 3: From here, you can also see the individual employee usage, and if you click on the name of an employee, you can see the connection log of the employee.

Access Device Logs

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

Step 2: On this page, you can see the complete logs of Remote Support. You can select the designated time period to combine with the filter to see the record you need.

Part 5: AirDroid Remote Support for Personal

How to Connect

Open AirMirror, tap Remote Support and enter the 9-digital connection code on AirDroid Remote Support App.

How to Use Screen Sharing

After the connection succeeds:

For Android device:

Tap the “Start” button in the chat area, and your screen will be shared.

For iOS device:

Step 1: Swipe up from the screen button to open "Control Center."

Step 2: Long press the "Screen Recording" button (Note: Make sure to press and hold.)

Step 3: Select Remote Support in the pop-up dialogue, and tap "Start Broadcast."

Step 4: Return to Remote Support.

After you share your screen, the other party will see everything shown on it. To protect your privacy, pause screen sharing before entering private information.

How to Use Remote Control (Only for Android)

Now, you can control your partner's Android devices directly when you help them solve the phone issues, without setting up by tethering the device to a computer or rooting it. You need to install an AirDroid Control Add-on.

What is AirDroid Control Add-on?

AirDroid Control Add-on is a plugin of AirDroid Remote Support that adds remote control functionality to AirMirror. With this add-on service enabled, you can provide a better remote support service by remotely controlling the devices directly, which is more efficient than voice chat, screenshots, and gestures features.

System and App Version Requirements:

How to download AirDroid Control Add-on and Enable the Remote Control function?

Step 1: Establish the connection

Step 2: Enable the screen sharing after connected

Step 3: Enable Remote Control Mode on the AirMirror App

Step 4: Download and Install AirDroid Control Add-on on the AirDroid Remote Support App

To make sure the Remote Control Mode works on the AirMiror App, the AirDroid Control Add-on should be installed on the AirDroid Remote Support. Below are the steps:

Step 5: Enable AirDroid Control Add-on on Accessibility

Once AirDroid Control Add-on be installed on the AirDroid Remote Support, return to the AirDroid Remote Support App and enable the Add-on on the Accessibility.

After all the above steps are done, return to the AirDroid Remote Support app again. If the reminder message "Remote Control Enabled" appears, it means you can use the AirMirror app to remote control the controlled device now.

How to Use Tutorial Gesture

With this feature, you can connect a remote device that needs help and assist them in solving their problem with gesture guidance. You will see the remote screen in real time on your device. When you tap on your screen, the other person will see the gesture guide for tapping or swiping the screen.

Step 1: When you have established connection and enabled screen sharing. Tap on the the finger icon in the bottom menu bar.

Step 2: Choose Tutorial Gesture. The gesture tutorial mode will be enabled then.

Step 3: On the controlled device, you will see the tapping or swiping.

How to Use Voice Call

You can communicate with the console via text messages and voice calls during remote support. When you connect to a remote device, a voice call is initiated by default. But if you uncheck this option, you can send text messages and initiate voice calls from the bottom menu bar.

To send text messages, type the messages and tap send icon.

To initiate a voice call, tap the earphone icon, then tap Accept on the controlled device.