New remote assistance session is missing on already intuned Samsung Tablets.

Question

Hello,

We use Samsung tablets for our day to day work. The users are employees that go out to where ever it is they are needed. Up to now we have always Intune them under a "Corporate-owned, fully managed user devices" banner so all of them are labelled under the OS tab as "Android (fully managed).

Recently I wanted to try my hand with using Remote Help so I bought myself a license and prepped it all up, followed the guide and created the settings. But it seems none of them have the option for this as seen below:

I then saw a limitation stating it needs to be done as a "Corporate-owned, dedicated devices" banner, so I tested this out and it seems to show it, in the tab OS its marked as "Android (dedicated)":

I am not sure why it needs to be this way but the devices in question are not in kiosks, they are assigned to a single user who needs to access a few apps to do the job.

My questions are:

1. Is there any possible way for those devices to have the remote help button show up on the fully managed ones.
2. Why does it need to be put into the other group, what is the benefit of this?
3. From what I have described the way in which the tablets are used, is there any issues or differences the 2 groups have that may impede use or work flow?

It is a bit silly that you would only think to remote assess a kiosk or single use tablet, as a portable device it is used outside the workplace on visits and if they need assistance I cant see what they see and I know about other apps that can remote in but I would rather go this way.

Answer 1

@Chris Coletti, Thanks for posting in Q&A. For Remote Help on Android, the supported devices need to be Android Enterprise Dedicated. For other enrollment type it isn't support yet. You can read the following link as a reference

https://learn.microsoft.com/en-us/mem/intune-service/fundamentals/remote-help-android#remote-help-capabilities-and-requirements-on-android

Then I go to check another remote method, I find Android Enterprise fully managed enrolled device also not in the support list.

https://learn.microsoft.com/en-us/mem/intune-service/remote-actions/teamviewer-support

For your request, I fully understand you, the feature to remote on Android Enterprise Fully managed device is very useful during our management. You can post your feedback in the following link where Intune Product Group collect customer requests.

https://feedbackportal.microsoft.com/feedback/forum/ef1d6d38-fd1b-ec11-b6e7-0022481f8472

I look forward this feature on Android Enterprise fully managed enrolled device in the future.

Thanks for your understanding.

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