> For the complete documentation index, see [llms.txt](https://docs.cubilock.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.cubilock.com/mobile-apps/remote-support.md). # Remote Support Start a remote support session from the CubiLock console and set up the device so the agent can view and control it. ### Overview Remote Support lets an admin view and control an enrolled device from the CubiLock console. The admin starts the session from the console, and someone at the device accepts it. A session gives full remote control only when three things are granted on the device: screen casting, the CubiLock Companion accessibility service and full control. Without the accessibility service, the admin can see the screen but cannot interact with it. The device setup has three phases: * **Phase A — Prepare:** grant CubiLock Companion its special app permissions (one-time). * **Phase B — Notification access:** allow CubiLock Companion and CubiLock Kiosk to read notifications (one-time). * **Phase C — Connect:** accept the request, start casting and enable the accessibility service (every session, or the first session only). ### Prerequisites * The device is enrolled in CubiLock and its policy has been applied (OEMConfig shows "OEMConfig completed"). * CubiLock Companion (1.0.32 or later) and CubiLock Kiosk are installed on the device. * The device is online over Wi-Fi or mobile data. * Someone is at the device to accept the prompts. Android system dialogs cannot be accepted remotely. ### Start a remote session from the CubiLock console 1. Sign in to the CubiLock console at [app.cubilock.com](https://app.cubilock.com). 2. In the side menu, click **Remote Support** (or go directly to [app.cubilock.com/app/device/remote-control](https://app.cubilock.com/app/device/remote-control)). 3. The **Devices** panel on the left lists the devices available for remote support. Each entry shows the device name, its applied profile and when it was last seen. 4. To find a device, type at least two letters of its name in the search box, or open the drop-down next to it. 5. Click the device you want to support. The preview panel on the right shows "Select a device to start the session" until a device is selected. 6. CubiLock sends a **Request Remote Session** notification to the device. Ask the person at the device to follow Phase C below (and Phases A and B if the device has not been set up yet). 7. When the person at the device sees the **Incoming Connection** dialog, ask them to check that the host ID matches the one you were given before they tap **ACCEPT**. 8. Once the device accepts and starts casting, its screen is mirrored in the preview panel. #### Controlling the device from the console * Click or tap on the mirrored screen in the preview panel to interact with the device. * Use the three buttons under the preview to send **Back**, **Home** and **Recent apps** to the device. * Use the expand icon at the top-right of the preview panel to enlarge the view. * Test a tap first to confirm remote control works. If the screen is visible but taps do nothing, the accessibility service is not enabled on the device (see Phase C, steps 4–7). ### Device setup #### Phase A — Prepare CubiLock Companion permissions (one-time) All of these are under **Settings › Apps › Special app access**. If the kiosk hides Settings, an admin must open it first. 1. **Open "Display over other apps".** Find CubiLock Companion (it shows "Not allowed") and tap it. 2. **Allow display over other apps.** Turn ON "Allow display over other apps" and go back. This lets the Companion show the incoming-connection prompt and the session control bar on top of the kiosk. 3. **Open "Usage access".** Find CubiLock Companion (it shows "Not allowed") and tap it. 4. **Permit usage access.** Turn ON "Permit usage access" and go back. This lets the Companion see which app is in the foreground during support. 5. **Allow modifying system settings.** Under Modify system settings › CubiLock Companion, turn ON "Allow modifying system settings" and go back. 6. **Let the app always run in background.** When the "Let app always run in background?" prompt appears for CubiLock Companion, tap **ALLOW**. This stops Android from closing the Companion while it waits for a session request. #### Phase B — Notification access (one-time) Both CubiLock apps may be listed under "Not allowed" for notification access even when session requests are already arriving. Turning on access for both apps is part of the standard setup. 7. **Check the notification shade.** Pull down the notification shade and confirm CubiLock Companion has posted "Request Remote Session", and that OEMConfig shows "OEMConfig completed". This confirms the console request has reached the device. 8. **Open "Device & app notifications".** Go to Settings › Apps › Special app access › Device & app notifications. Under "Not allowed", find CubiLock Kiosk and CubiLock Companion, and tap CubiLock Companion. 9. **Enable notification access for the Companion.** Turn ON "Allow notification access". 10. **Confirm access for CubiLock Companion.** In the "Allow notification access for CubiLock Companion?" dialog, tap **ALLOW**, then go back to the list. 11. **Confirm access for CubiLock Kiosk.** Open CubiLock Kiosk from the same list, turn ON "Allow notification access" and tap **ALLOW** in the dialog. 12. **Verify Kiosk notification access.** Confirm "Allow notification access" is ON, and that "Conversations" and "Notifications" are ticked. #### Phase C — Connect the remote session (every session) 13. **Open the Companion notifications list.** Open CubiLock Companion from the kiosk home screen, tap the bell icon and confirm the "Request Remote Session" entries are listed. 14. **Accept the incoming connection.** The "Incoming Connection — Host \ wants to connect. Do you accept?" dialog appears. Check that the host ID matches the one given by the support agent, then tap **ACCEPT**. 15. **Start screen casting.** In the "Start recording or casting with CubiLock Companion?" dialog, tap **START NOW**. This lets the agent see the device screen. 16. **Enable the screen-share service.** In the "Enable Screen-share service" dialog, tap **OK** to open Accessibility settings. Touch gestures from the agent need the Companion accessibility service; without it the session is view-only. 17. **Open the Companion accessibility service.** Under Settings › Accessibility › Downloaded apps, tap CubiLock Companion (it shows "Off"). 18. **Turn on "Use CubiLock Companion".** Turn it ON. Leave "CubiLock Companion shortcut" OFF. 19. **Grant full control.** In the "Allow CubiLock Companion to have full control of your device?" dialog, tap **ALLOW**. Do not tap UNINSTALL. 20. **Session connected.** Confirm the device screen is mirrored in the console, the session bar (timer and stop button) is visible at the top of the device, and a tap from the console works. ### Ending the session * Stop the session with the red stop button on the session bar at the top of the device, or from the console. * Confirm the cast icon has gone from the device status bar. ### Security Screen casting, the accessibility service ("full control") and notification access give CubiLock Companion broad access to the device. Only grant them on company-owned, enrolled devices, and only when a support session has been requested. Always check the host ID in the "Incoming Connection" dialog before accepting. ### Troubleshooting | Symptom | What to check | | ------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------- | | No "Request Remote Session" notification on the device | The device is online, and CubiLock Companion has notification access (Phase B) and is allowed to run in the background (Phase A, step 6). | | The Incoming Connection prompt does not appear over the kiosk | "Display over other apps" is ON for CubiLock Companion (Phase A, step 2). | | The screen is visible in the console but taps do nothing | "Use CubiLock Companion" is ON in Accessibility and full control was allowed (Phase C, steps 4–7). | | Nothing shows in the console preview | Screen casting was started on the device (Phase C, step 3). |