Overview
One of the most operationally significant capabilities of SOTI MobiControl is its remote device management and support toolset. Support teams can connect to any managed device in real time to view its screen, control it interactively, capture diagnostic information, and resolve issues without dispatching a technician or requiring the device to be returned to a service depot. For organizations running large mobile device fleets across distributed locations — warehouses, retail stores, field service sites, or healthcare facilities — remote support dramatically reduces device downtime, lowers support costs, and accelerates issue resolution.
This article covers the remote support features available in SOTI MobiControl and how IT teams can use them effectively.
Remote Control
SOTI MobiControl's Remote Control feature enables an IT administrator or help desk agent to take full interactive control of a managed device's screen from the MobiControl web console. The agent sees a live mirror of the device screen and can tap, swipe, type, and navigate as if they were physically holding the device. Remote Control is supported on Android, iOS, Windows, and macOS managed devices, subject to OS-level permissions.
To initiate a Remote Control session, the administrator locates the target device in the Devices Dashboard, opens the device's detail panel, and selects the Remote Control action. On Android Enterprise Work Managed devices, remote control is available without end-user consent as these devices are fully corporate-managed. On personal or Work Profile devices, the end user may be prompted to accept the session depending on the organisation's configuration and OS version.
During a Remote Control session, the administrator can also use the Whiteboard feature — annotating directly on the device screen with virtual drawings — to guide a user through a task or highlight a problem area without taking full control. This is especially useful when troubleshooting with frontline workers who need coaching rather than direct intervention.
Remote View
For situations where an administrator needs to observe a device without taking control, Remote View provides a read-only live stream of the device screen. This is useful for auditing user behaviour, verifying that a device is running the correct application, or gathering evidence for a support case without disrupting the user's active workflow.
Active Remote Control Session Indicator
SOTI MobiControl displays a real-time Active Remote Control Session Indicator in the web console whenever a remote control session is in progress on any managed device. Administrators can see the duration of the ongoing session and the identity of the agent who initiated it, providing a clear audit trail of all remote access activity. This enhances governance and accountability, which is particularly important for organizations operating under data privacy regulations or internal security policies that require logging of all remote access events.
File Manager and Remote File Transfer
Administrators can use the MobiControl Remote File Manager to browse the file system of a managed device, upload files to the device, download files from the device, and delete files remotely. This is useful for pushing updated configuration files, retrieving diagnostic logs, or clearing cached application data without requiring user involvement. File transfers initiated through the Remote File Manager are encrypted in transit using the MobiControl secure channel.
Script Execution and Diagnostic Actions
Beyond screen-level remote control, SOTI MobiControl provides a range of remote diagnostic and remediation actions that can be triggered from the Devices Dashboard without requiring a live remote control session. These include sending a message to the device screen, ringing the device to help a user locate it, remotely locking the device, clearing the device passcode, and rebooting the device. For Windows devices, administrators can remotely execute PowerShell scripts and receive the script output and status (success or failure) directly in the MobiControl console. This capability allows complex automated remediation actions — such as clearing temporary files, restarting a crashed service, or reconfiguring a network adapter — to be executed at scale without manual intervention.
SOTI XSight Live View Integration