Good Morning.

We have been having ongoing issues with the remote viewer,

I was previously using Teamviewer and recently tried the IBM Remote Viewer feature but I have seen this is View Mode only on none Samsung devices (I cannot even get view mode to work)

TeamViewer had to be taken off as we could not get it to work, we have a license and have been having major issues with Unattended session dropping off 100s of devices at a time,

This seemed to be an issue with the quick support and host app having updates that were not installing straight away (despite having install and update automatically check) and then sometimes when it would update the new version would make the option drop off from the portal. In the end we had to remove this,

Does anybody have this issue or have had it and know the fix?

Kind Regards.


------------------------------
Michael Hogeling
------------------------------

Hi Michael

A few pointers
- If you purchased Team Viewer through IBM, and the feature is visible in the Services page (checkbox is checked), you should ensure that the MaaS360 app and the TeamViewer apps are managed (added to MaaS360 App Catalog) and distributed (pushed to devices). This should ensure the TV takes effect from the MaaS360 app / profile and that you are capable of taking control via MaaS360. If all this above is the case, then you can initiate a QuickSupport remote (Team Viewer) session provided the QS TV app is installed on device - the session can be launched as an action directly from the device record within the MaaS360 portal. 
- If you didn't purchase Team Viewer licences through IBM you can still distribute the app. However in this case the actual remote session is not managed through MaaS360 website and you need to use either the TeamViewer website or app from your computer, rather than launching the session via the MaaS360 portal. 
- Regarding Android Remote View/ Remote Control, the following requirements are applicable: feature switched on (enabled) on your portal - verify via Support; MaaS360 Remote View or Remote Control app installed on device, all MaaS360 apps managed in MaaS360 App Catalog and distributed to devices; Remote Control for Samsung only and Remote View (not take control) only for other device brands. In addition the Android version and the enrollment type (Device Admin or Android Enterprise) may be relevant here in terms of your ability to execute a remote session. 
Please follow up with Support for any further issues if still not working after the verifications above. 
Best

------------------------------
Eamonn O'Mahony
Technical Client Success Manager
IBM Security
Dublin, Ireland
------------------------------

Original Message:
Sent: Wed June 16, 2021 05:07 AM
From: Michael Hogeling
Subject: Teamviewer

Good Morning.

We have been having ongoing issues with the remote viewer,

I was previously using Teamviewer and recently tried the IBM Remote Viewer feature but I have seen this is View Mode only on none Samsung devices (I cannot even get view mode to work)

TeamViewer had to be taken off as we could not get it to work, we have a license and have been having major issues with Unattended session dropping off 100s of devices at a time,

This seemed to be an issue with the quick support and host app having updates that were not installing straight away (despite having install and update automatically check) and then sometimes when it would update the new version would make the option drop off from the portal. In the end we had to remove this,

Does anybody have this issue or have had it and know the fix?

Kind Regards.


------------------------------
Michael Hogeling
------------------------------

We have purchased the license direct through TeamViewer but then we locate to our services on the MaaS portal and enable and link Remote Support.

Once this link is created and the quick support + addons are downloaded onto the devices we can then perform unattended access on some devices. But as I have said this is really inconsistent and has constant issues.

Are you saying there is a license I can purchase direct through IBM without interacting on the TeamViewer side that will offer more functionality?

Kind Regards.

------------------------------
Michael Hogeling
------------------------------

Original Message:
Sent: Wed June 16, 2021 05:40 AM
From: Eamonn O'Mahony
Subject: Teamviewer

Hi Michael

A few pointers
- If you purchased Team Viewer through IBM, and the feature is visible in the Services page (checkbox is checked), you should ensure that the MaaS360 app and the TeamViewer apps are managed (added to MaaS360 App Catalog) and distributed (pushed to devices). This should ensure the TV takes effect from the MaaS360 app / profile and that you are capable of taking control via MaaS360. If all this above is the case, then you can initiate a QuickSupport remote (Team Viewer) session provided the QS TV app is installed on device - the session can be launched as an action directly from the device record within the MaaS360 portal. 
- If you didn't purchase Team Viewer licences through IBM you can still distribute the app. However in this case the actual remote session is not managed through MaaS360 website and you need to use either the TeamViewer website or app from your computer, rather than launching the session via the MaaS360 portal. 
- Regarding Android Remote View/ Remote Control, the following requirements are applicable: feature switched on (enabled) on your portal - verify via Support; MaaS360 Remote View or Remote Control app installed on device, all MaaS360 apps managed in MaaS360 App Catalog and distributed to devices; Remote Control for Samsung only and Remote View (not take control) only for other device brands. In addition the Android version and the enrollment type (Device Admin or Android Enterprise) may be relevant here in terms of your ability to execute a remote session. 
Please follow up with Support for any further issues if still not working after the verifications above. 
Best

------------------------------
Eamonn O'Mahony
Technical Client Success Manager
IBM Security
Dublin, Ireland

Original Message:
Sent: Wed June 16, 2021 05:07 AM
From: Michael Hogeling
Subject: Teamviewer

Good Morning.

We have been having ongoing issues with the remote viewer,

I was previously using Teamviewer and recently tried the IBM Remote Viewer feature but I have seen this is View Mode only on none Samsung devices (I cannot even get view mode to work)

TeamViewer had to be taken off as we could not get it to work, we have a license and have been having major issues with Unattended session dropping off 100s of devices at a time,

This seemed to be an issue with the quick support and host app having updates that were not installing straight away (despite having install and update automatically check) and then sometimes when it would update the new version would make the option drop off from the portal. In the end we had to remove this,

Does anybody have this issue or have had it and know the fix?

Kind Regards.


------------------------------
Michael Hogeling
------------------------------

Hi Michael
I don't know that the IBM integration provides more functionality as such, rather that it allows you to start the remote session from within the MaaS360 admin console. 
I'd suggest you contact Team Viewer Support directly for the issues you are experiencing. 
If you wanted to do a trial of TV via MaaS360 either your Client Success Manager or Sales point of contact can assist. 
Best

------------------------------
Eamonn O'Mahony
Technical Client Success Manager
IBM Security
Dublin, Ireland
------------------------------

Original Message:
Sent: Wed June 23, 2021 11:20 AM
From: Michael Hogeling
Subject: Teamviewer

We have purchased the license direct through TeamViewer but then we locate to our services on the MaaS portal and enable and link Remote Support.

Once this link is created and the quick support + addons are downloaded onto the devices we can then perform unattended access on some devices. But as I have said this is really inconsistent and has constant issues.

Are you saying there is a license I can purchase direct through IBM without interacting on the TeamViewer side that will offer more functionality?

Kind Regards.

------------------------------
Michael Hogeling

Original Message:
Sent: Wed June 16, 2021 05:40 AM
From: Eamonn O'Mahony
Subject: Teamviewer

Hi Michael

A few pointers
- If you purchased Team Viewer through IBM, and the feature is visible in the Services page (checkbox is checked), you should ensure that the MaaS360 app and the TeamViewer apps are managed (added to MaaS360 App Catalog) and distributed (pushed to devices). This should ensure the TV takes effect from the MaaS360 app / profile and that you are capable of taking control via MaaS360. If all this above is the case, then you can initiate a QuickSupport remote (Team Viewer) session provided the QS TV app is installed on device - the session can be launched as an action directly from the device record within the MaaS360 portal. 
- If you didn't purchase Team Viewer licences through IBM you can still distribute the app. However in this case the actual remote session is not managed through MaaS360 website and you need to use either the TeamViewer website or app from your computer, rather than launching the session via the MaaS360 portal. 
- Regarding Android Remote View/ Remote Control, the following requirements are applicable: feature switched on (enabled) on your portal - verify via Support; MaaS360 Remote View or Remote Control app installed on device, all MaaS360 apps managed in MaaS360 App Catalog and distributed to devices; Remote Control for Samsung only and Remote View (not take control) only for other device brands. In addition the Android version and the enrollment type (Device Admin or Android Enterprise) may be relevant here in terms of your ability to execute a remote session. 
Please follow up with Support for any further issues if still not working after the verifications above. 
Best

------------------------------
Eamonn O'Mahony
Technical Client Success Manager
IBM Security
Dublin, Ireland

Original Message:
Sent: Wed June 16, 2021 05:07 AM
From: Michael Hogeling
Subject: Teamviewer

Good Morning.

We have been having ongoing issues with the remote viewer,

I was previously using Teamviewer and recently tried the IBM Remote Viewer feature but I have seen this is View Mode only on none Samsung devices (I cannot even get view mode to work)

TeamViewer had to be taken off as we could not get it to work, we have a license and have been having major issues with Unattended session dropping off 100s of devices at a time,

This seemed to be an issue with the quick support and host app having updates that were not installing straight away (despite having install and update automatically check) and then sometimes when it would update the new version would make the option drop off from the portal. In the end we had to remove this,

Does anybody have this issue or have had it and know the fix?

Kind Regards.


------------------------------
Michael Hogeling
------------------------------