ライブラリー OT2,LLC

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feedback@bomgar.comsupport@bomgar.com.

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Supporting Android™ Devices

Supporting Android™-Powered Devices

Bomgar allows support representatives to access and support remote Android™- powered devices through the Bomgar Android client. This guide provides tips for supporting those devices.

You must be running Bomgar version 11.1 or later in order to support Android- powered devices. Bomgar supports Android version 2.2 or above. If you need help with anyBomgar solution, please contact support at support@bomgar.com.

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The Android™ Device Support Session

Representative Console

Once connected to a remote Android device, you can chat with the customer, use the chat interface to send files and push URLs, transfer files, and see Android device system information using the representative console.

Note that the support tabs available in the representative console for Android support willdiffer from those available when supporting other systems. Available tabs are File Transfer, System Info, and Summary.

Chat Interface

Throughout the support session, you can chat with the remote customer. You maycontinue to view files and system

information while the customer is doing other things. If you chat with the customer, focus willreturn to the app and the chat message willshow for customer action.

If your administrator has configured canned messages, you can click on the arrow at the lower right of the chat input area in the representative console to quicklyinsert previouslywritten messages into the chat.

The chat window records not onlythe messages and the time theywere sent; it also serves as a running log of everything that happens throughout the session, including files transferred. Pushing a URL through the chat interface willautomatically open a browser on the remote device and direct it to the designated site. In order to push a URL, the web address must be the onlytext in the field.

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File Transfer

During a session, privileged representatives can transfer files and even entire directories both to and from the remote computer, or from the remote device and to or from the device SD card. You do not have to have fullcontrolof the customer’s computer in order to transfer files.

Depending upon the permissions your administrator has set for your account, you maybe allowed onlyto upload files to the remote system or to download files to your localcomputer. File system access mayalso be restricted to certain paths on the remote or localsystem, therebyenforcing that uploads or downloads occur onlyin certain directories.

Transfer files byusing the upload and download buttons or bydragging and dropping files. You can also right click on a file to open or download it directly.

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File Transfer Tools

Request access to the remote computer’s file system or stop access when it is no longer needed.

Go up a directoryin the selected file system.

Refresh your view of the selected file system.

Create a new directory.

Open a directoryor a file. You can edit remote files directlyfrom the representative console.

Show hidden files.

Select one or more files or directories and then click the appropriate button to upload the files to the remote system or download to your localsystem. You can also drag and drop files to transfer. If a file of the same name alreadyexists in the location to which you are attempting to transfer a file, choose whether to respond byautomaticallyoverwriting the existing file, canceling the transfer, or prompting for each file of identicalname.

Preserving file information willkeep the file’s originaltimestamp. If this option is disabled, the file’s timestamp willreflect the date and time that it was transferred.

If automatic file transfer is enabled, transfers willbegin as soon as soon as the upload or download button is clicked or a file is dragged from one file system to the other.

If automatic file transfer is not enabled, select from the transfer manager the files you wish to transfer and then click the Start button to begin the transfer.

From the transfer manager, select a file and then click the Details button to view information such as the date and time of the transfer, the origin and destination of the files, and the number of bytes transferred. Select one or more files from the transfer manager and then click Cancel to stop the transfer from completing.

Clear allinformation from the transfer manager.

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System Info

Privileged representatives mayview a complete snapshot of the remote device or computer’s system information to speed time to diagnosis and issue resolution. The system information available varies depending on the remote operating system and configuration.

Because the large amount of data that can be pulled mayresult in slow

transmission times, you can choose to start your view with onlythe Overview tab or to pulldata for alltabs. If you choose to start with Overview Only, you can gather data from the other tabs bygoing to the section you need to view and clicking the Refresh button at the top of that section.

System Information Tools

Request permission to pullinformation about the remote system. Stopping willleave the last updated information available to view but willnot pullcurrent data.

Refresh your view of system information or pullinformation for tabs to which you did not initiallyrequest access. Refresh can take place for individualsections or for allsections of the selected tab.

Copythe information to your clipboard. Copyindividualsections or allsections of the selected tab.

Save a text file of the system information to your localcomputer. You can save individualsections or all sections of the selected tab.

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Starting an Android™ Device Customer Support Session

Bomgar Support Client

Users of Android mobile devices benefit from access to your professionalsupport team. Bomgar enables you to support Android devices on an ad hoc basis. You maybegin this type of Android device support via a representative-initiated support invitation.

To support a customer on an Android device, the customer uses his Android device to download and installthe Bomgar support app directlyfrom Android Market. Android Market is a pre-installed app called Market on most Android devices.

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Get Bomgar in Android Market

Direct your customer to Android Market to discover the Bomgar support app. In the Market, your customer navigates the business categoryor searches for the Bomgar support app, selects it and views the app information and permissions granted to the app. Bytapping OKyour customer accepts the permissions and begins the installation process on the device.

Your customer sees a confirmation message "Successfully installed..." scrolling across the top of the screen in the Notifications Bar. The Bomgar Support app is now listed in the device app list.

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Pulling down the Notifications Bar reveals the Bomgar Support Client notification. The customer maystart the Bomgar Support app bytapping the notification, or byreturning to the device app list and tapping the orange Bomgar logo.

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Get Android™ Support

Once your customer has installed the Bomgar support app for the first time, he then runs the app, which displays the Site Address entrybox.

Send a support invitation emailproviding your support portal address and the session keyyou have generated via the rep console. Alternatively, you can tellyour customer this information in a call. When your customer enters the site address, the entryis auto-verified and opens a Session Key entrybox for your customer.

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Android Support Session Behavior

Once a session is established, the Bomgar chat interface opens, and a smallBomgar logo appears at the left of the status bar of the device display. While a session is running, the logo in the status bar remains even if your customer is not in the Bomgar app itself.

You maycontinue to view files and system information while the customer is doing other things. If you chat with the customer, focus willreturn to the app and the chat message willshow for customer action. On the physicaldevice, the LED also flashes during a Bomgar session.

Your customer can tap the red X button at the bottom of the chat window to stop the support session immediately.

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Return for Support

For allfuture support sessions, the Site Address entered bythe customer is retained. Your Android customer willonlyneed to locate the Bomgar support app icon in his app list on the device, tap it, and then enter a current session key.

Once the session keyis correctlyentered and submitted, the support session willbegin.