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Sophos mobile teamviewer integration issue

DennisG

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



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  • 0

    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. 

  • 0 in reply to Shweta

    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.

  • 0 in reply to DennisG

    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?

  • 0 in reply to DennisG

    Hi 

    TeamViewer integration allows you to launch a remote control session with an Android device, iPhone, or iPad from within Sophos Mobile without having to use a session ID or password. A trigger is sent to the Sophos Mobile Control device to ask the user to accept the TeamViewer session for app. 

    Once the user acknowledges the connection, you should be able to control the device