Due to security policies on iOS devices, remote control is not supported. However, other features including screen sharing, drawing, and screen capture can be used to provide support.
[Connect through app]
1. On the Mobile Support app, click Screen Recording Start Guide from the top menu. The instruction appears in the chat beside. Please follow accordingly.
2. Launch the Control Center on iPhone by swiping down from the top (near the battery indicator) > Press and hold the Screen Recording icon for 3 seconds > Select Mobile Support from the app list > Click Start Broadcast
3. Screen sharing is successfully done.
*For iOS 16 and later versions, please refer to the following instruction.
1. Click the Request Screen Share button on the support agent’s screen.
2. The Screen Broadcast message appears on the customer’s screen > Click Start Broadcast
3. Screen sharing is successfully done.
[Connect via WebViewer]
*For WebViewer, screen sharing is available on iOS 16 and later.
1. Click the Request Screen Share button from the floating menu at the top of the Viewer.
2. The Screen Broadcast message appears on the customer’s screen > Click Start Broadcast
3. Screen sharing is successfully done.
*If the support agent ends the session without stopping screen sharing on the device, the following message will appear. Please note that this is normal and not an error message.
