This guide provides steps to allow a remote technician to view and, in some cases, interact with your mobile device screen to provide technical assistance.

Prerequisites

To ensure a successful connection, be aware of the following:

• Network Connection: Your device must be connected to a stable Wi-Fi or cellular network.

• Network Permissions: The network must allow traffic from our service providers (NinjaOne and ScreenConnect).

• If any of these are an issue, the technician will communicate that to you.

Connection Process

1. Receive the Request: When a technician attempts to connect, you will receive a push notification on your device.

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2. Open the App: Select the push notification or manually open the NinjaOne app.

3. Initiate Broadcast: A prompt to "Broadcast" your screen will appear. Select Start Broadcast.

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     • Note for Android Users: Please continue below to enable remote interaction.

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     • Note for iOS/Apple Users: Due to security restrictions, iOS/iPadOS devices only allow the technician to view the screen. The device cannot be remotely controlled. The process concludes here once the broadcast starts.

4. Share Screen: When prompted to share your screen, select Share Screen.

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5. Enable Remote Control (Android Only): To allow the technician to interact with your device, you must grant accessibility permissions.

   • Note: Enabling Accessibility only needs to be done once. If this was previously enabled, you may not see this prompt; you may simply continue the session.

   • When requested, select I acknowledge.

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     • Your device should open the Accessibility settings. If it doesn't automatically, go to Settings, Accessibility, click on NinjaOne

     • Locate and select NinjaOne Remote.

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     • Toggle the setting to On or select Allow.

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Maintaining the Session

Once the technician confirms they can see and interact with your screen, please keep the following in mind:

• Avoid Sleep Mode: If the device screen goes to sleep or is manually locked, the connection will be severed, and will need to be restarted.

• Stay Nearby: Please keep the device within wifi or cellular range until the technician has finished the requested tasks.