Mange FastViewer Applications in Silverback and other MDM solutions

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Table of Contents

Introduction Add Applications in the App Portal Configure Tags for Your Applications Manage Configurations for iPhone Download the Configuration File for iOS Devices Manage Configurations for Android and Samsung Knox Add Devices Remove Devices

Introduction

You can add the FastViewer QuickHelp and FastViewer QuickHelp AddOn applications in Silverback to deploy them to mobile devices in your environment. Currently, FastViewer applications are available for the following mobile operating systems:

  • Android
  • iOS
  • Samsung Knox

For Android and Samsung Knox devices, you can use the FastViewer applications to view and control activity on the mobile device. For iOS devices, you can only view the activity. For this reason, the FastViewer QuickHelp AddOn application is only available for Android and Samsung Knox device types, as it enables remote control for the target device. 

For FastViewer QuickHelp AddOn,the end user must manually enable Accessibility on their device, in Settings > Accessibility. They must explicitly accept the warning prompt that appears.

 

Add Applications in the App Portal

To add FastViewer applications in the Silverback Management Console, follow these steps:

  1. In Silverback Management Console, go to the App Portal.
  2. From the list of available operating systems and devices, specify an option to add the application to. 
  3. Click New Application.
  4. In the  Add Application dialog box, configure the required application details. Application details may differ for each operating system and device.
  5. Click Save.

For FastViewer QuickHelp, you must use the following identifiers:

  • Bundle Id for iOS: com.matrix42.connect
  • App Identity for Android and Samsung Knox: com.matrix42.connect

For FastViewer QuickHelp Addon, you must use the following identifier:

  • App Identity for Android and Samsung Knox: com.matrix42.connect.addons.generic

Configuration example for iPhone applications:

Add Application for iPhone dialog box

Configure Tags for Your Applications

To add and configure in the Silverback Management Console, follow these steps:

  1. In Silverback Management Console, go to Tags.
  2. Click New Tag.
  3. In the Add Tag dialog box, configure the required application details:
    1. On the Definition tab, enable the following options;
      1. Enabled Features:
        1. Apps
      2. Device types:
        1. iPhone
        2. Android
        3. Samsung Knox
    2. On the Apps tab, you must assign apps separately for each of the device types (iPhone, Android, Samsung Knox):
      1. Select a device type.
      2. Click Assign More Apps.
      3. In the Assign Applications dialog box, select the apps to add.
      4. Click Add Selected Apps.

For iOS devices, you can download the configuration file from the FastViewer Web Portal.

 

Manage Configurations for iPhone

After assigning an application for iPhone devices, you can manage its configuration.

Deployment Options dialog box for iPhone devices
  1. In the Applications list, click the Edit button under Manage Config.
    1. In the Deployment Options dialog box, enable options according to your preferences.
    2.  You can also add the configuration in the App Configuration XML field. The configuration is available in the FastViewer Web Portal.
  2. Click Save.
  3. In the Deployment Options dialog box, click Close.

Download the Configuration File for iOS Devices

To download and use the configuration file for iOS-based devices, you need to add the mobile device in the FastViewer Web Portal:

  1. In the portal, right-click on a folder of your choice.
  2. In the context menu, click Add mobile device.
  3. In the Add mobile device dialog box, open the Download link. 
  4. On your machine, open the MDMsettingsTemplate.plist file.
  5. Copy everything from <key> to </string> into the App Configuration XML field.

App configuration example for iOS:

<key>endpoint</key>
<string>https://rest.fastviewer.com</string>
<key>log_level</key>
<string>info</string>
<key>registration_token</key>
<string>B23K732ZTFKL7R3</string>
<key>device_silverback_id</key>
<string>{DeviceId}</string>
<key>device_uuid</key>
<string>{DeviceUDID}</string>
<key>device_serial_number</key>
<string>{SerialNumber}</string>
<key>device_imei</key>
<string>{DeviceImei}</string>

If the log levelkey is empty, the system uses the app's default key. If the log levelkey is missing or invalid, the system defaults to info.

 

Manage Configurations for Android and Samsung Knox

After assigning an application for Android and Samsung Knox devices, you can manage its configuration.

Deployment Options dialog box for Android devices
  1. In the Applications list, click the Edit button under Manage Config.
    1. In the Deployment Options dialog box, enable options according to your preferences.
    2. Click the Edit managed configuration button.
    3. In the Managed Configuration dialog box, click Edit to fill in the required information. The device automatically provides some of the required details.
      • Endpoint: The server endpoint URL used by the app.
      • Log Level: Sets the verbosity of application logging (for example Debug, Info, Warn, Error).
      • Registration Token: The token used to register the device. The token must contain 16 characters.
      • Device IMEI: The International Mobile Equipment Identity (IMEI) of the device. This field is populated automatically.
      • Device Serial Number: The unique serial number assigned to the mobile device. This field is populated automatically.
      • Device UUID: The universal unique identifier assigned to the device. This field is populated automatically.
      • Silverback Device ID: The sequential identifier used by Silverback to recognise the device. This field is populated automatically.
  2. Click Save.
  3. In the Deployment Options dialog box, click Close.

The FastViewer QuickHelp AddOn application does not let you manage its configuration.

 

Add Devices

Once you configure the applications and the tags, you can deploy them to specified devices.

  1. In Silverback Management Console, go to Devices.
  2. In the Managed tab, locate your devices.
  3. Use the Tags button to manage the current set of Tags associated with the device.
  4. In the Assigned Tags dialog box, select the tags created for the FastViewer applications.
  5. Optionally, if the device does not receive the selected software, you can manually force push it:
    1. Go to Tags.
    2. Click Edit for the tag corresponding to the software. 
    3. Click Push to Devices. 

Remove Devices

To remove access to applications, you must detach devices from their respective tags. 

  1. Go to Tags.
  2. Click Edit for the tag corresponding to the software. 
  3. Click Associated Devices. 
  4. In the dialog box, click Detach for each device you want to remove.
  5. Click Detach Selected Devices.

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