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Remote control-- which permissions required, some users only have Remote View

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MR
Matt Rogers
GfK Mediamark Research & Intelligence, LLC

I have set up some users as Technicians who have limited access to console functions but one area they have always had is Remote Control of all our devices (for support and for training remotely)

Now I am being told that these users no longer have Remote Control, only Remote View.

I have ruled out the device-- Admin users can control all devices, Techicians cannot control any...all they have is Remote View.

All devices are Samsung Tab S4, Android 10, Work Managed, all enrolled using same enrollment rule, all devices in the same folder. Mobicontrol Cloud 15.5


I don't want to have to elevate these users to Admins, all I want to do is grant just those permissions needed to grant Remote Control access-- any advice?

Thanks,

Matt

remote view permissions Remote Control
2 years ago
Android
ANSWERS
RC
Raymond Chan
2 years ago

Hi Matt,

As you have created your own technician group/role rather than using the default  "MobiControl Technicians", it is highly likely that your currently permission option(s) used restrict the more powerful Remote Control session to have remote-view functions only.  At first glance at your current settings shown in your screenshot,  I would suggest you to first try enabling the "Send keyboard/mouse input" option.  Make sure to log out and re-log into the technician account BEFORE you re-test the remote-control functionalities.  

If it still doesn't work, maybe you can try enabling all options under the "Remote Control Devices" category.

Solution
MR
Matt Rogers
2 years ago

Thanks Raymond, I had to grant all permissions under Remote Control to get it to work. I wish SOTI had better information about this, if they offer granular permissions they should be ordered or arranged in some way to make it more apparent what the dependencies are.

G
GPMOD@SOTI
2 years ago

Hi Matt


Thanks for posting on SOTI Pulse and thanks Raymond for responding to the post.

I am glad that your issue has been resolved. Due to some security concerns, we may not provide documentation for particular group permissions. 

If you want to look into further, I would request you to open a support case and someone from the support team can help you to get detailed information. 

Thank you.

Kind regards,

Technical Support | SOTI Inc. |1.905.624.9828 | support@soti.net | www.soti.net |




RC
Raymond Chan
2 years ago

Could you please check what are the MDM API's reported in either the configurations tab of Mobicontrol device agent on your device or that of the device in your MobiControl web-console?    Confirm that "Remote Control v #..." rather than "Remote View v.#.." is included in the reported API list.

As MobiControl super-administrator, one can grant permissions related to different features of remote-control session for "MobiControl technician" users on a per-device-group basis. 

MR
Matt Rogers
2 years ago

Thanks Raymond. Perhaps I wasn't clear, the issue isn't that the device can't be remotely controlled, it is that a user can't remotely control any devices and they used to be able to.

I made some changes to the permissions for the group the affected users belong to, none of which were intended to remove remote control, and none of which were marked as having anything to do with remote control. Unfortunately I can't remember which permissions I changed to be able to undo them.

Because you asked here is the Remote Control API version of the device we are testing with but this is not device-related, it is definitely permissions-related


RC
Raymond Chan
2 years ago

Your post confirmed that the devices had remote-control API enabled.  So it must be the permission change(s) you made.  

When you said "technicians" in your post, did you really mean some web-console user accounts assigned in the user group/role of "MobiControl Technicians" as shown in the screenshot of my previous post?  If so, have you checked the "Device Group Permissions" tab for the device-group of interest of this account, and confrimed that the "Remote Control Devices" options on the rightmost column (as shown in my previous screenshot) are all enabled?

MR
Matt Rogers
2 years ago

Thanks Raymond. As you can see from my own screenshot anyone with the Support Technician role should have Remote Control permissions for any devices in the Enterprise Enrollments device group but all they have is Remote View

RS
Rafael Schäfer
2 years ago

But did you ensure that those users have (only) this role assigned?
Also ensure if another role was assigned, that it does not get in conflict with this one (granting permissions to same folder but not with the same),

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