Upgrade Appliance to 18.2.7 and then it worked on iOS 12
We had no problem getting it to work with iOS 11. iOS 12 would work if we followed the guidance for iOS 11 but did not work for the guidance for iOS 12 We upgraded appliances to the latest 18.2.7 and now the iOS 12 guidance works and is much less cumbersome to initiate a session with a simple click of the screen sharing icon within the app. Thanks!
Screen share only works on iPhone and not iPads as advertised
Really wanted to like the newest version. But even after following all the setup stuff, it only works with iOS 11.x iPhone. Constantly disconnects when using iPad on iOS 11.x. Support Tech suggested we use iPhones instead. Really?
First it wont start the session only "starting session" on the iPhone X. Worked on the ipad fine. Second, you can only view within the app itself. Can't provide much support with that. I would give negative stars if i could.
Bomgar is such a good fit for remote support. You can really tell that it was built with that in mind. Unlike some solutions that were build for meetings and just happen to have the functionality to do remote support. So cool to be able to remote into a computer from mobile device.
I've used this on the desktop and it was fine. On the app though, it constantly crashes, which is terrible when you're working with direct user interactions with customer support. Having to reconnect is a pain, especially if you don't know when the app is going to crash again. It can definitely amplify customer problems.
I forgot my PIN to the parental controls and I had to get a master key, this was great! Bomgar set me right up with a Nintendo associate and I got my master key in less than 5 minutes. It worked better than using my phone to call them.
Sadly iOS does not allow any app to remote control the phone itself. This app only allows sharing this app in a webinar type session. Bomgar and apple should work together to be able to grant full or partial remote access if the clients install and agree. We can track a user to within 3 feet if where they are standing without heir consent but can't remote control the phone...even with their consent.. Keep working in it Bomgar... You took a long time to get to the iOS devices but progress is good. This review score is low only due to the fact that it can't do what we need it to do due to apple's restrictions.
In order for this to be a more effective support tool, remote control of the device is needed. This tool does not provide the required features to support devices such as iOS devices, but it is on the right path.
Cant do anything to the mobile device. Not even view the screen so u can walk a user thru something. Don't claim to offer ios support just to say it when your app does NOTHING!
The app only allows a rep to see the bomgar app itself and nothing else on the device. Frankly pretty useless as the primary reason to use bomgar is for screen sharing and remote control.
Going back to GotoMeeting. Bombar iPad client can not see a shared desktop. What is the point of software like this if you can not see what someone else is sharing?
Version 17.1 was supposed to bring the long awaited untethered iOS screen sharing. But unfortunately it goes black any time the user goes to the home screen or to another app. The appliance is running Bomgar 17.1.2 and we get the same results on both iPads and iPhones running iOS 11 and 11.03 Edit: in the next version, can you please put a button on the client app’s main screen? There’s plenty of empty space on the start session screen. I realize you’re at Apple’s mercy, but those are a lot of steps to walk the user through, and it’s definitely not obvious from the client app or the rep console that those extra steps need to be taken. Thanks for the response. I will test it tomorrow.
You can dramatically broaden service desk reach with the new BeyondTrust iOS Customer Client. Employees and end users with popular iOS-powered mobile devices can get the fullest support they need to be more productive while mobile. Support reps can securely chat, co-browse a web site or app on the end user's mobile device, view screen shots that the end user captures, and even push status updates to mobile employees and end users right from the BeyondTrust Rep Console. Feature Overview: • Secure Session Chat – Use BeyondTrust to chat in real-time with mobile users to better understand the issue, transfer files, and view the device’s system information. • Screen Co-Browsing – Support reps using BeyondTrust can see the same web sites and web apps that the end user is actively viewing on their mobile device, offering immediate guidance to troubleshoot the issue. • Screen Snapshot Viewing – End users can share captured screen shots of issues with their support rep, to further collaborate on the challenges they may face with their mobile device. • Push Web Updates – Support reps can push URLs to end users containing key status updates and system configuration profiles to rapidly resolve the issue. Note: The BeyondTrust iOS Customer Client works with existing BeyondTrust installations with version 15.2.1 or greater and support sites with trusted CA-signed certificates.
