This discussion has been locked.
You can no longer post new replies to this discussion. If you have a question you can start a new discussion

Sophos mobile teamviewer integration issue

Dear all,

I just enabled the teamviewer integration to our Sophos mobile and succesfully connected to a device. The strange thing is, that I can not control the device myself, I can just see what the user is doing on this phone and request them to take a screenshot for example.

Is there a way that I can take control over this phone completely?

Regards



This thread was automatically locked due to age.
Parents
  • Hi

    Could you please check if the following prerequisites are met:

    • Sophos Mobile Control 9.0 client app or higher is installed on the mobile device
    • TeamViewer license
    • Recommended: TeamViewer Quick Support is installed on mobile devices
      • TeamViewer Quick Support for Android
      • TeamViewer Quick Support for iOS

    Also, please make sure the TeamViewer requirements are fulfilled. 

    You should be able to see the option Request remote control. Kindly check this article for more details about TeamViewer Integration. 

    Shweta

    Community Support Engineer | Sophos Technical Support
    Are you a Sophos Partner? | Product Documentation@SophosSupport | Sign up for SMS Alerts
    If a post solves your question use the 'Verify Answer' link.
    The New Home of Sophos Support Videos! - Visit Sophos Techvids
  • I think everything is set correctly.

    When I connect from my licensed Teamviewer from my PC to the Quicksupport App on my Android which is not in the work profile, I can control my phone.

    When I connect from my licensed Teamviewer from my PC to the Quicksupport App installed via Sophos mobile which is in the Android Enterprise work profile, I can not control my phone. I only have control when the Quicksupport App is opend in the front of the mobile phone.

  • Just tested it again. I can only control Apps in the work profile, once the user clicked on an app.

    Is it possible that I can control his complete phone without the user doing actions?

Reply Children