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 Dell Venue 8 or 10 or 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. A remote user running Android 5.0 or above can share their device's screen in a view-only representative support session.
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 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, mobile device users can download the Bomgar Presentation Attendee Client to attend presentations given by your support team through Bomgar.
You can increase service desk reach with the Bomgar HTC Customer Client and Bomgar Dell Customer Client for Dell Venue devices. Both clients are compatible with version 15.1 and above.
Beginning Bomgar 15.2.1, you can invite external representatives to take part in support sessions via the representative console.
As of Bomgar 16.1, support representatives can access unattended Android devices by pinning a Jump Client to the device.
Note: You must be running Bomgar version 12.2 or later in order to support Android-powered devices. Bomgar supports Android version 4.0 or above. View-only screen sharing for Dell Venue 8 or 10 and Samsung devices requires Android 5.0 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 Technical Support at help.bomgar.com.
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 Technical 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 Bomgar 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 Technical Support representative or submit a support request at help.bomgar.com.