MobileSupport - Tech support video calls

Rsupport’s ‘MobileSupport – RemoteCall’ application enables support representatives to remotely access customers’ mobile devices for real-time issue identification and resolution. By using ‘MobileSupport – RemoteCall’, support representatives can deliver secure and dependable support services without requiring customers to physically visit a support center.

Remote Connection Process

The chart below explains the five key steps to start a remote session using RemoteCall Mobile Support.

[Key Features]

1.Screen Control

- View and control customers' mobile devices live to collaboratively identify and resolve issues.

2.On-screen Drawing

- Mark important areas on the screen to enhance communication clarity.

3.Text Chat

- In-app chat feature for convenient communication between customers and support representatives during sessions.

4.Simple Connection

- Easy connection process; customers only need to enter the 6-digit connection code provided by the support representative.

5.Send and Receive Files

- Customers can send local files to the agent.

6.Check the App List

- Support agents can review the applications installed on the customer's device and request uninstallation if necessary to resolve issues.

[Receiving Mobile Device Support - Customers]

1.Download, install, and launch the ‘MobileSupport’ application.

2.To connect remotely, click the [Permission Settings] button to grant all required permissions.

3.Enter the 6-digit connection code given by the support representative, then click ‘OK’.

4.Engage in real-time video support.

5.Close the application after the video support session ends.

* Compatible with Android OS 4.0 or later. It is recommended to use the latest version.

The remote screen is frozen and it will not come back?

Cause:

This occurs when either the Viewer has encountered an error or tthe customer's PC is not working properly (BSOD network down,etc.) Most often, this is due to sudden increase inthe network traffic or unstable system.

Resolution:

1. Check the status of customer PC, reboot if necessary and establish a new connection.

2. If the problem is the Viewer, then force close the Viewer from Task Manager and reconnect with the customer.

3. If the problem is the network, then either wait for 1~2 min until the network stabilize or contact the network administrator.