MobileIron Integration - Installation and User Guide - TeamViewer Support
<main> <article class="userContent"> <p><br></p><h2 data-id="general">General</h2><div class="blockquote"><div class="blockquote-content"><p class="blockquote-line"><em>This article applies to customers of eligible MobileIron subscriptions.</em></p></div></div><p>TeamViewer integrated with Mobile Iron EMM in 2015. The integration, branded <strong>Help@Work</strong> provides the ability to perform Attended access to Android device through the Mobile Iron Console.</p><p><br></p><h3></h3><h2 data-id="about-help%40work-for-android">About Help@Work for Android</h2><p><strong>Help@Work for Android with TeamViewer</strong> is an integration that enables administrators to get remote control access to supported Android devices managed by MobileIron Cloud.</p><p>VPN is not required.</p><p>After initiating a remote control session from the Admin tab via C2DM/GCM, administrators can configure Android devices and troubleshoot issues without having the devices in hand.</p><p>The remote control session displays on the administrator’s desktop, enabling point-and-click navigation of the device.</p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6032394/uploads/NOHKDKI6DMCF/image.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6032394/uploads/NOHKDKI6DMCF/image.png" alt="image.png" height="368" width="550" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p><br></p><h3 data-id="-1"> </h3><h2 data-id="prerequisites">Prerequisites</h2><p>This document assumes the following items are already in place:</p><ul><li>Mobile@Work 8.0.0 for Android (Google Play Store)</li><li>MobileIron Cloud</li><li>access to the MobileIron Customer Portal (<a href="http://help.mobileiron.com" rel="nofollow noreferrer ugc">http://help.mobileiron.com</a>) during initial setup for onetime license activation</li><li>a company email address (belonging to an organization rather than an individual) that can be used for the TeamViewer account</li><li>appropriate firewall rules to support C2DM/GCM</li><li>TeamViewer full version (version 10 or higher)</li></ul><p><br></p><h3 data-id="-2"></h3><h2 data-id="supported-android-devices">Supported Android devices</h2><p>For information on supported Android devices, go to <a href="https://community.teamviewer.com/t5/Knowledge-Base/Supported-manufacturers-for-remotely-controlling-Android-devices/ta-p/4730" rel="nofollow noreferrer ugc">Supported manufacturers for remotely controlling Android devices</a></p><p><br></p><h3 data-id="-3"></h3><h2 data-id="how-help%40work-for-android-works">How Help@Work for Android works</h2><p>The following diagram illustrates how Help@Work for Android with TeamViewer establishes a remote control session.</p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6032394/uploads/RJZ1J15SPZ0J/image.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6032394/uploads/RJZ1J15SPZ0J/image.png" alt="image.png" height="364" width="423" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p><br></p><ol><li>Administrator selects a target device in the MobileIron Cloud Devices --> Devices page.</li><li>MobileIron Cloud contacts the TeamViewer Server to create a remote session and retrieve a session ID.</li><li>MobileIron Cloud support administrator sends a command to Help@Work on the device to start a remote session using the session ID. Core also launches the TeamViewer software on your desktop with the session ID.</li><li>The Help@Work app sends a message (intent message object) containing the session ID to the TeamViewer app to start a remote session.</li><li>TeamViewer app connects to the TeamViewer Server.</li><li>Administrator takes remote control of the device.</li></ol><p><br></p><h3 data-id="-4"></h3><h2 data-id="help%40work-for-android-setup-overview">Help@Work for Android setup overview</h2><p>The following diagram illustrates the setup process for Help@Work for Android: </p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6032394/uploads/S9RW7MM25AG0/image.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6032394/uploads/S9RW7MM25AG0/image.png" alt="image.png" height="436" width="122" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p> </p><h3 data-id="-5"></h3><h2 data-id="installing-teamviewer-on-your-desktop">Installing TeamViewer on your desktop</h2><p>This section explains how to install the TeamViewer full version software on your Windows or Mac computer.</p><ol><li>Download the installation package for the TeamViewer full version for Windows or Mac from the following location: <a href="https://www.teamviewer.com/download/" rel="nofollow noreferrer ugc">https://www.teamviewer.com/download/</a></li><li>Launch the TeamViewer installation program.</li><li>Select <strong>Basic Installation.</strong></li><li>Select <strong>Company / Commercial use.</strong></li><li>Click <strong>Accept - next.</strong></li><li>When the installation is complete, the following screen displays. </li></ol><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6032394/uploads/RX1WOGCVK51R/image.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6032394/uploads/RX1WOGCVK51R/image.png" alt="image.png" height="642" width="1146" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p><br></p><h3 data-id="-6"></h3><h2 data-id="requesting-a-teamviewer-account">Requesting a TeamViewer account</h2><p>If you do not have a TeamViewer account yet, please follow the instructions <a href="https://community.teamviewer.com/English/kb/articles/4442-what-is-a-teamviewer-account" rel="nofollow noreferrer ugc">here </a>to set up your individual TeamViewer account.</p><p><br></p><h3 data-id="-7"></h3><h2 data-id="enabling-help%40work-for-android-in-mobileiron-cloud">Enabling Help@Work for Android in MobileIron Cloud</h2><p>This section explains how to enable Help@Work for Android in the MobileIron Cloud Admin tab.</p><p>1) In the Admin tab</p><p><br></p><p>2) Select <strong>Help@Work</strong> from the left navigation pane. </p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6032394/uploads/5M7RRP3NML4A/image.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6032394/uploads/5M7RRP3NML4A/image.png" alt="image.png" height="287" width="433" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p><br></p><p>3) Click <strong>Activate TeamViewer</strong>.</p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6032394/uploads/59Q3XWXSFN0T/image.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6032394/uploads/59Q3XWXSFN0T/image.png" alt="image.png" height="290" width="256" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p>4) Click Allow to provide MobileIron Cloud with session management permission for your TeamViewer app. The TeamViewer signin page is displayed. </p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6032394/uploads/TCDQD9N05DS9/image.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6032394/uploads/TCDQD9N05DS9/image.png" alt="image.png" height="797" width="1178" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p>5) Enter the email and password you used to create your TeamViewer account. Click <strong>Sign In</strong>.</p><p> </p><p><strong>📌Note</strong>: Though your license is now activated, your TeamViewer software will still display a notice about trial software. Your licensing applies to the session established using the integration, so the trial notice remains in the console.</p><p><br></p><h3 data-id="-8"></h3><h2 data-id="deploying-the-teamviewer-quicksupport-app">Deploying the TeamViewer QuickSupport app</h2><p>This section explains how to deploy the TeamViewer QuickSupport app to Android devices managed by MobileIron Cloud.</p><p>1) Click <strong>Apps</strong> in the main navigation bar.</p><p>2) Click <strong>+ Add</strong>. </p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6032394/uploads/R3EU1QFOKCS4/image.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6032394/uploads/R3EU1QFOKCS4/image.png" alt="image.png" height="173" width="493" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p>3) Select <strong>Google Play</strong> from the app store pulldown menu.</p><p>4) In the <strong>Application Name</strong> field, enter teamviewer.</p><p>5) Select <strong>TeamViewer QuickSupport</strong> and click <strong>Next</strong>. </p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6032394/uploads/21ANQIA2K6SJ/image.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6032394/uploads/21ANQIA2K6SJ/image.png" alt="image.png" height="144" width="480" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p>6) Select the app and click <strong>Next</strong>.</p><p>7) Optionally, add a description and click <strong>Next</strong>.</p><p>8) Set permissions for the users of the app and click <strong>Next</strong>.</p><p>9) Select a distribution level for the app and click <strong>Next</strong>.</p><p>10) Optionally, further customize the configuration of the app and click <strong>Done</strong>.</p><p><br></p><h3 data-id="-9"></h3><h2 data-id="starting-a-remote-control-session">Starting a remote control session</h2><p>This section explains how to start a Help@Work for Android remote control session.</p><p>1) Ask the device user to install the TeamViewer QuickSupport app. It should be displayed in the MobileIron app catalog on the device.</p><p>2) On the <strong>Admin </strong>tab go to <strong>Devices </strong>--> <strong>Devices</strong>.</p><p>3) Select the entry for the device.</p><p>4) Confirm that the device is supported by Help@Work for Android.</p><p>5) Click on the <strong>Actions</strong> pulldown menu and select <strong>Start TeamViewer remote control</strong>.</p><p>6) If a page requesting a session ID displays, ignore it</p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6032394/uploads/HIQ4W5SWAYKX/image.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6032394/uploads/HIQ4W5SWAYKX/image.png" alt="image.png" height="353" width="565" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p>7) Launch the TeamViewer application when prompted.</p><p><br></p><p>8) If your browser has pop-up blocking enabled, then allow pop-ups for your MobileIron Cloud URL.</p><p>9) If the TeamViewer QuickSupport app does not launch on the device, ask the device user to tap the Help@Work icon. The required session ID (s12-345-678) is automatically displayed on the device. The device user should then see a prompt similar to the following:</p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6032394/uploads/OF2TCRHIMGRU/image.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6032394/uploads/OF2TCRHIMGRU/image.png" alt="image.png" height="300" width="168" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p>10) Ask the device user to tap <strong>Allow</strong>.</p><p> </p><p><br></p><p>You should now see the remote control session displayed on your screen.</p><p><br></p><h3 data-id="-10"></h3><h2 data-id="to-close-a-remote-control-session-from-the-device">To close a remote control session from the device</h2><p>To close a remote control session from the desktop:</p><p>1) Tap the TeamViewer QuickSupport app icon. </p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6032394/uploads/SNRHSJWZ3LWJ/image.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6032394/uploads/SNRHSJWZ3LWJ/image.png" alt="image.png" height="153" width="259" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p>2) Tap the X in the upper right corner of the TeamViewer QuickSupport app.</p><p> </p><h3 data-id="-11"></h3><h2 data-id="to-close-a-remote-control-session-from-the-desktop">To close a remote control session from the desktop</h2><p>To close a remote control session from the desktop:</p><p>1) Launch the TeamViewer desktop.</p><p>2) Sign in using your TeamViewer credentials.</p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6032394/uploads/2OTQFEHULPHV/image.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6032394/uploads/2OTQFEHULPHV/image.png" alt="image.png" height="638" width="1142" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p>3) Select the session (find the correct session ID in your list).</p><p>4) Click <strong>Close</strong>.</p><p><br></p><h3 data-id="-12"></h3><h3 data-id="if-you-accidentally-close-the-session">If you accidentally close the session</h3><p>If you close the session window on your desktop, you can re-establish the session using the URL displayed in the Launch TeamViewer Session dialog. </p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6032394/uploads/USVKDZS8FTKJ/image.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6032394/uploads/USVKDZS8FTKJ/image.png" alt="image.png" height="163" width="329" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p><br></p><p>This dialog displays at the beginning of each session, but might be hidden behind other windows. Copy and paste the displayed URL in a browser window to regain access to the session. Make sure the session ID displayed in the dialog matches the one displayed in the TeamViewer app on the device. </p><p><br></p><p> </p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6032394/uploads/lithium_attachments/6314i571A0E8DCB713A88.jpg" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6032394/uploads/lithium_attachments/6314i571A0E8DCB713A88.jpg" alt="MobileIron16.png" height="180" width="320" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p><br></p> </article> </main>
