System administrators play a vital role in every organization’s IT department, and one of the key responsibilities they have is to troubleshoot employees’ devices in case of device issue or malfunction to prevent loss of productivity. With employees working from remote locations, especially now during the pandemic, troubleshooting can be challenging without the device being physically present.

In this blog, let’s take a look at some of the challenges admins face while using traditional remote troubleshooting methods and the third-party tools and solutions available to mitigate these challenges.

1.Conventional troubleshooting methods – Traditional methods such as emails and phone calls to communicate with non-technical end users makes the process disorganized and tedious for both parties.

2.Cross platform compatibility issue – Some troubleshooting tools work only for devices running the same OS; troubleshooting may not be possible if cross-platform troubleshooting isn’t supported and if the admin’s and the user’s device OSs are different.

3.Trouble with connecting to the remote device – This is the most common problem, which can arise due to trivial causes like misspelling the name of the remote machine or more complex issues, like DNS-related issues where the name isn’t connected to the right IP address. 

4. Authentication and data encryption problems – Sometimes after connecting to the device, verifying and authenticating the admin’s credentials in order to provide authorized access to the user’s device can be problematic when, for example, the system’s security policy of the user’s device displays an error message, disrupting the start of the remote session. On top of this, data transmitted during troubleshooting is highly sensitive, so it’s important to protect. But, if the remote connection tool offers no encryption of data, there’s a major risk of data leak.

Finding the solution

All these challenges can hamper remote troubleshooting sessions and lower the productivity of the admins and end users greatly. A comprehensive mobile device management (MDM) solution like Mobile Device Manager Plus tackle these challenges by offering quick and effective remote troubleshooting. Let’s look at some of the tools that the Mobile Device Manager Plus has to offer for remote troubleshooting.

Advanced remote features – Mobile Device Manager Plus provides remote view and control options to let admins view the user’s device screen and access it from the admin’s desk itself. The real-time remote chat feature allows admins to communicate simultaneously with end users while troubleshooting. Security commands can also be executed from the chat window, which is ideal for unmanned devices such as devices used for self-service, digital signage, and more.

Supports cross-platform troubleshooting – Mobile Device Manager Plus allows admins to manage and remotely troubleshoot devices across multiple OS platforms and device types.

Connecting to the remote device made easy – The managed devices are in touch with the Mobile Device Manager Plus server on either a constant or periodic basis depending on the settings configured by admins. The list of managed devices appears on the Mobile Device Manager Plus console, from which remote sessions can be initiated with the click of a button.

Authentication is seamless – Two-factor authentication can be enabled, requiring admins to enter their app-specific password and then the unique verification code sent to the user’s device to start the remote session.

Secure encryption – Mobile Device Manager Plus uses a secured gateway to transmit and receive data between the server and the devices, reducing the risk of a data breach.

To troubleshoot all your remote devices from the comfort of your desk, try ManageEngine Mobile Device Manager Plus.