Remote assistance for managed mobile devices
First Claim
1. A method comprising:
- initiating, by a managed mobile device comprising at least one processor, a network interface, and a memory storing a remote assistance policy set comprising one or more remote assistance policies, a remote assistance connection with a remote support server via the network interface;
receiving, by the managed mobile device, via the remote assistance connection initiated with the remote support server, remote assistance input associated with a user of an administrator console device, the remote assistance input being received by the remote support server via an interface provided by the remote support server to the administrator console device;
processing, by the managed mobile device, the remote assistance input based on the remote assistance policy set, wherein processing the remote assistance input based on the remote assistance policy set comprises;
enforcing an access policy of the remote assistance policy set that prevents the user of the administrator console device from controlling one or more unmanaged applications on the managed mobile device, the one or more unmanaged applications on the managed mobile device comprising one or more applications to which one or more enterprise policies are not applied; and
sending, by the managed mobile device, to the remote support server, one or more user interface updates based on processing the remote assistance input based on the remote assistance policy set.
7 Assignments
0 Petitions
Accused Products
Abstract
According to some aspects disclosed herein, a system for remote assistance and control of user devices subject to one or more remote assistance policies may be provided. In some embodiments, an administrator may request remote control of a managed user device. A managed application launcher may be provided by the user device and may be modified by the user device to remove managed applications or otherwise prevent access to applications that have a policy indicating that remote assistance is not allowed. The administrator may open a managed application included in the launcher and remotely control that application. In other embodiments, a user of the managed user device may initiate a request for remote assistance from within a managed application and/or the managed application launcher. The administrator'"'"'s control of the user device and access to other applications on the user device may be limited based on the remote assistance policies.
28 Citations
20 Claims
-
1. A method comprising:
-
initiating, by a managed mobile device comprising at least one processor, a network interface, and a memory storing a remote assistance policy set comprising one or more remote assistance policies, a remote assistance connection with a remote support server via the network interface; receiving, by the managed mobile device, via the remote assistance connection initiated with the remote support server, remote assistance input associated with a user of an administrator console device, the remote assistance input being received by the remote support server via an interface provided by the remote support server to the administrator console device; processing, by the managed mobile device, the remote assistance input based on the remote assistance policy set, wherein processing the remote assistance input based on the remote assistance policy set comprises; enforcing an access policy of the remote assistance policy set that prevents the user of the administrator console device from controlling one or more unmanaged applications on the managed mobile device, the one or more unmanaged applications on the managed mobile device comprising one or more applications to which one or more enterprise policies are not applied; and sending, by the managed mobile device, to the remote support server, one or more user interface updates based on processing the remote assistance input based on the remote assistance policy set. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16)
-
-
17. One or more non-transitory computer readable media storing instructions that, when executed, cause a managed mobile device comprising at least one processor, a network interface, and a memory storing a remote assistance policy set comprising one or more remote assistance policies, to:
-
initiate a remote assistance connection with a remote support server via the network interface; receive, via the remote assistance connection initiated with the remote support server, remote assistance input associated with a user of an administrator console device, the remote assistance input being received by the remote support server via an interface provided by the remote support server to the administrator console device; process the remote assistance input based on the remote assistance policy set, wherein processing the remote assistance input based on the remote assistance policy set comprises; enforcing an access policy of the remote assistance policy set that prevents the user of the administrator console device from controlling one or more unmanaged applications on the managed mobile device, the one or more unmanaged applications on the managed mobile device comprising one or more applications to which one or more enterprise policies are not applied; and send, to the remote support server, one or more user interface updates based on processing the remote assistance input based on the remote assistance policy set. - View Dependent Claims (18, 19)
-
-
20. A managed mobile device comprising:
-
at least one hardware processor; a network interface; and a memory storing a remote assistance policy set comprising one or more remote assistance policies and instructions that, when executed, cause the managed mobile device to; initiate a remote assistance connection with a remote support server via the network interface; receive, via the remote assistance connection initiated with the remote support server, remote assistance input associated with a user of an administrator console device, the remote assistance input being received by the remote support server via an interface provided by the remote support server to the administrator console device; process the remote assistance input based on the remote assistance policy set, wherein processing the remote assistance input based on the remote assistance policy set comprises; enforcing an access policy of the remote assistance policy set that prevents the user of the administrator console device from controlling one or more unmanaged applications on the managed mobile device, the one or more unmanaged applications on the managed mobile device comprising one or more applications to which one or more enterprise policies are not applied; and send, to the remote support server, one or more user interface updates based on processing the remote assistance input based on the remote assistance policy set.
-
Specification