About the Remote Control Page

The remote control page enables you to remotely control a device so you can diagnose the problem and achieve a resolution.

On the remote control page you can execute actions on the device, see information about the device, and examine directories and files on the device.

To display the remote control page in a separate window, click the Pop Out control button.

To move a separate remote control window back into the remote control page, click the Pop In control button.

Remote Control Views

The following viewing options are located at the top of the remote control page:

Remote Control Displays an interactive image of the device. Clicking and dragging on the image using the mouse pointer emulates swiping and tapping on the device touch screen.

When this view is selected, the remote control toolbar appears at the bottom of the page.
Info Displays information about the device status, such as device details, display settings, and memory, battery and storage usage.
File Displays a tree view of the device's file system. You can search the file system for specific files, and download them.

Remote Control Toolbar

When you select the Remote Control view, the toolbar that appears at the bottom of the page provides tools that enable you to control a subset of basic device functionality and to change how the device is displayed in the window.

Screenshot control Takes a screen shot of the device and opens the Screenshot dialog box in which you can enter the name and select the format of the file, and select whether you want to save the file or attach it to the incident.
Fit In Window control Zooms the device view so that the entire device appears within the remote control page or window.
Actual Size control Zooms the device view so that the device appears at its actual size.
Zoom In control Zooms in the device view so you see a smaller area of the device screen in greater detail.
Zoom Out control Zooms out the device view so you see a larger area of the device screen in lesser detail.
Move control Enables you to grab and move (pan) the device view when the view is zoomed in.
Home control Navigates back to the device's home screen.
Back control Navigates back to the previous device screen.
Volume Up control Raises the device volume.
Volume Down control Lowers the device volume.
Lock/Unlock control Locks or unlocks the device screen.
Open Menu control Opens the device menu.
Color Quality control Opens a menu from which you can select the color depth of the device screen.
Image Quality control Opens a menu from which you can select the image quality of the device screen.