Support Android Devices with Bomgar
With Bomgar, support representatives can support remote Android-powered devices to help users resolve issues. This guide provides instructions for supporting Android devices through Bomgar.
When supporting Samsung Android devices, full screen sharing and control is possible.
With other Android devices, the remote user can chat, co-browse web sites, and share screenshots with the representative.
Additionally, the representative can transfer files to the remote device and view its system information.
Starting with Bomgar 14.1, web-based click-to-chat is also available on Android devices. Click-to-chat allows you to easily chat with your remote customer without requiring your customer to download or run the Bomgar Support Client app.
Also starting with Bomgar 14.1, mobile device users can download the Bomgar Presentation Attendee Client to attend presentations given by your support team through Bomgar.
You must be running Bomgar version 12.2 or later in order to support Android-powered devices. Bomgar Supports Android version 2.3 or above, although image sharing requires Android 4.0 or above.
To use click-to-chat, the remote user must be using a modern browser supported by Bomgar.
Should you need any assistance, please contact Bomgar Support at www.bomgar.com/support.
IMPORTANT: To support Android devices, your Bomgar Appliance must be equipped with a valid SSL certificate signed by a certificate authority.1Android devices with an operating system prior to 4.0 may encounter a certificate error when attempting to reach your Bomgar site. This issue results from a missing root SSL certificate in the Android device's certificate store. The issue is solely related to the Android operating system and not to the Bomgar software. To resolve this issue, either upgrade the Android device or contact the certificate authority to request another root SSL certificate which is compatible with the Android device. Android devices will not accept a self-signed certificate when downloading the Bomgar customer client. Once you have applied a CA-signed SSL certificate to your Bomgar Appliance, contact Bomgar support. Your support representative will create a new software build that integrates your SSL certificate. With this updated build installed on your appliance, you can support Android devices.
Starting with 13.1, app developers can use the Bomgar Embedded Mobile App Support SDK to embed Bomgar's remote support technology into Android applications. This allows you to support your mobile applications remotely by offering in-app remote screen viewing, custom special actions, custom system information, and file transfer to help resolve application or training issues your users are experiencing. The SDK is not covered in this document. If you develop your own apps and are interested in supporting those apps, contact your Bomgar support representative or submit a support request at www.bomgar.com/support.