It’s here! ISL Online is proud to announce a remote support app ISL Light Client for Windows 10 Mobile devices intended for professional tech support of Windows devices. With this app, technicians can access and control a remote Windows 10 Mobile phone or tablet through the Internet from any desktop computer. You are welcome to download it from the Windows Store.
As ISL Online is primarily a remote support solution for businesses, using it in helpdesk centres for troubleshooting remote devices would be the norm. In fact, ISL Online works basically on every platform – Windows, Mac, Linux, iOS, Android and now Windows 10 Mobile – through the tightest security configurations, and as such helps to successfully resolve a broad range of support tickets that require remote access.
Moreover, all of you offering remote tech support will be pleased to know that ISL Online’s new app is a powerful, secure and feature-rich app designed to help you provide quality support services to remote Windows 10 Mobile devices. What the app basically does is to enable helpdesk representatives to connect to a Windows device on-demand, each time with a new session code, to view the remote screen and take control over it. The app, however, has been engineered to make the support as smooth and easy as possible with features like one-click remote system information, session recording, text-chatting during support, and the possibility of using on-screen navigation buttons through remote control.
What’s included in ISL Light Client for Windows 10 Mobile:
• Accessing a phone or a tablet via WiFi/3G/LTE.
• Remotely controlling and supporting any Windows 10 Mobile device through screen sharing.
• Recording remote sessions and playing them back with ISL Player.
• Clicking for remote system information to gain an important insight into the mobile device.
• Installing or removing apps.
• Managing running processes.
• Text-chats with a remote user.
• Being carefree as your remote desktop connection is secure and encrypted by symmetrical AES 256-Bit SSL.
How to access and control a remote Windows 10 Mobile device
We’ve written about how to control remote devices (Android, iOS, Windows and Mac, Linux), but never about accessing a Windows mobile device. It’s time now to look at how ISL Online can help tech reps access and control a remote Windows 10 Mobile device from a computer.
Starting the ISL Light app
In order to access a remote Windows phone or tablet over the Internet, the supporter simply starts the ISL Light application on a Windows, Mac or Linux computer, logs in and clicks on ‘Start New Session’. Meanwhile, the Windows 10 Mobile user opens the ISL Light Client app on the mobile device.
Joining a session: the session code
The mobile user inserts the session code provided by the operator and joins the remote desktop session by taping on the ‘Join’ button.
Tip: The first thing you’ll want to do as a helpdesk representative is to extend the lock screen to at least five minutes (Settings / Personalisation / Lock screen / Screen times out after 5 minutes or more) to make sure the remote device doesn’t lock during support.
Text chatting throughout support
Once connected, the involved parties can easily exit other means of communication and continue with user-friendly text chatting enabled by the remote support app instead.
In a normal support situation when the mobile user (or the operator on the client’s behalf) browses away from the ISL Light Client remote support app, pop-up notifications will keep informing the mobile user of the incoming chat content. These notifications are clickable, opening the chat window to allow a quick reply.
Controlling a Windows 10 Mobile device remotely
In order to make it easier for both the person seeking support and his/her technical operator, the latter is given control over a remote mobile device and its shared screen automatically as soon as the session is started. This empowers the operator to manage running processes, install and remove apps, change settings, and basically do anything they would otherwise do if they had the phone in their hands.
Facilitating support with remote system information
Before doing anything on the remote mobile device, technical operators might want to obtain a list of the summarised vital information of its system, CPU, RAM, storage, battery and network status.
Recording support sessions for security and educational purposes
As the name suggests, session recording lets operators connected to a mobile device record support sessions for later playback. When connected, the operator only clicks on the session recording button in the toolbar, selects the folder to save the recording, and starts taping. Recordings of support sessions can be played back with ISL Player, but can also be exported into the .avi format. Please find tips on fast scanning, marking, video trimming and other tools in ISL Player on our Blog.
Closing remote access
In order to end the remote support session, either the supporter or the mobile user can simply click on the obvious ‘X’ button and stop all remote sharing processes. Although the ISL Light app will remain installed on the mobile device, the supporter will not be able to access it again without having to repeat the first two steps together with the mobile user – starting the application and confirming the session code.
That’s it! We hope you enjoy the new app and would like to encourage you to leave a comment if you find a glitch. We’ll do our best to fix it as soon as possible. Stay tuned for more news on ISL Online! Follow us on Facebook, Twitter, LinkedIn, Youtube and subscribe to the feed.