supporting android devices with bomgar

Supporting Android Devices

© 2017 Bomgar Corporation. All rights reserved worldwide. BOMGAR and the BOMGAR logo are trademarks of Bomgar Corporation; other trademarks shown are the property of their respective owners. TC:1/11/2018

SUPPORTING ANDROID DEVICES

Table of Contents

Support Android Devices with Bomgar 3

What Your Customer Sees: The Android Customer Client 5

Start a Click-to-Chat Session on an Android Device 6

Use Click-to-Chat for Web-Based Chat on an Android Device without a Download 6

Download the Bomgar Support Client and Bomgar Jump Client Apps 8

Initiate an Android Support Session 9

Start a Session through the Support Portal 9

Enter a Session Key to Start an Android Support Session 10

Join a Support Session through Email 10

Use Jump Clients to Access Unattended Android Devices 11

How a Support Session Looks on an Android Device 13

Screen Sharing 13

Stream Video Using Bomgar InSight 13

The Android Device Support Session 15

Chat with the Android User During a Session 15

Screen Share with the Android Device 17

Co-Browse the Web with an Android Device 19

View Images on the Android Device 20

File Transfer To and From the Android Device 21

View the Android Device System Information 23

End the Android Support Session 25

Join a Presentation from an Android Device 26

Android Permissions Required by the Customer Client App 29

CONTACT BOMGAR [email protected] | 866.205.3650 (US) | +44 (0) 1628 480 210 (UK/EMEA) BOMGAR.COM 2© 2017 Bomgar Corporation. All rights reserved worldwide. BOMGAR and the BOMGAR logo are trademarks of Bomgar Corporation; other trademarks shown are the property of their respective owners. TC: 1/11/2018

Support Android Devices with BomgarWith Bomgar, support representatives can support remote Android-powered devices tohelp users resolve issues. This guide provides instructions for supporting Android devicesthrough Bomgar.

Note: Bomgar Android support is limited to phones and tablets. Otherdevices running Android OS are not certified or tested forcompatibility.

When supporting Dell Venue 8 or 10, HTC, LG, or Samsung Android devices, full screensharing and control is possible.

With other Android devices, the remote user can chat, co-browse web sites, and sharescreenshots with the representative. A remote user running Android 5.0 or above canshare their device's screen in a view-only representative support session.

Additionally, the representative can transfer files to the remote device and view its systeminformation.

Web-based click-to-chat is available on Android devices. Click-to-chat allows you to easilychat with your remote customer without requiring your customer to download or run theBomgar support client app. Also, mobile device users can download the BomgarPresentation Attendee Client to attend presentations given by your support team throughBomgar.

You can increase service desk reach with the Bomgar HTC Customer Client and BomgarDell Customer Client for Dell Venue devices. Both clients are compatible with version14.3.1 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.

Beginning with Bomgar release 17.1, representatives can support Android LG devices with the Bomgar Customer Client for LG.This client is compatible with version 17.1 and above.

Note: Bomgar supports Android version 4.0 or above. View-only screen sharing for all Android devices requires Androidversion 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.

IMPORTANT!

To support Android devices, your Bomgar Appliance must be equipped with a valid SSL certificate signed by a certificateauthority. Android devices will not accept a self-signed certificate when downloading the Bomgar customer client. Once youhave applied a CA-signed SSL certificate to your Bomgar Appliance, contact Bomgar Technical Support. Your supportrepresentative will create a new software build that integrates your SSL certificate. With this updated build installed on yourappliance, you can support Android devices.



http://help.bomgar.com/

App developers can use the Bomgar Embedded Mobile App Support SDK to embed Bomgar's remote support technology intoAndroid 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 areexperiencing. 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.



http://help.bomgar.com/

What Your Customer Sees: The Android Customer ClientCustomers on smartphones and other Android devices interact with support reps primarily through the Bomgar customer client.

They may also see prompts and messages in the context of the public site or support portal. This section details the customer-facingelements of a Bomgar remote support session on a mobile device. For details on supporting other devices, including Apple iOS ,please visit www.bomgar.com/docs.



https://www.bomgar.com/docs/remote-support/getting-started/customer-client/apple-ios

https://www.bomgar.com/docs

Start a Click-to-Chat Session on an Android DeviceUsers of Android mobile devices benefit from chatting with your professional support team. Bomgar enables you to start web-basedclick-to-chat support sessions with users on Android devices. You may begin this type of Android device support via arepresentative-initiated support invitation or from your Bomgar support portal.

Use Click-to-Chat for Web-Based Chat on an Android Device without a DownloadTo start a session with click-to-chat, your customer does not need todownload the Bomgar customer client app. Instead, direct yourcustomer to your public site. Your customer must use a modernbrowser supported by Bomgar.

For click-to-chat to be available, your administrator must have enabledthe click-to-chat option for at least one of the session start methodsavailable from your public site. Click-to-chat is enabled from /login >Public Portals > Public Sites.

When your customer starts a session using a method that has click-to-chat enabled, a web-based chat session is initiated.

After your customer enters their name, a support request enters aqueue in the representative console. Accept the session to chat withyour customer.



If you need to provide support at a level deeper than chat allows, youcan request your customer to elevate to the Bomgar customer clientapp. Accepting the elevation request attempts to open the Bomgarcustomer client app. If the Bomgar app is already installed, the sessionwill immediately become available. If the app needs to be downloaded,your customer is taken to Google Play to download the free Bomgarapp. The session then continues as detailed in the next section of thisguide.



Download the Bomgar Support Client and Bomgar JumpClient AppsTo receive support, customers can download the Bomgar Support Client and Bomgar Jump Client apps for free from the GooglePlay Store.

1. From their Android device, search in Google Play for Bomgar Support Clientand Bomgar Jump Client. Choose the app from the list.

2. Click Install.



Initiate an Android Support SessionUsers of Android mobile devices benefit from access to your professional support team. Bomgar enables you to support Androiddevices via a representative-initiated support invitation or from your Bomgar support portal.

Start a Session through the Support Portal

1. To initiate a support session, the customer must navigate to your organization’ssupport portal e.g., support.example.com. From this page, the customerchooses how they wish to start the session. The options available on the page aredetermined by the permissions set within the /login administrative interface.

2. After a session start method has been chosen, the customer is presented with theStart Session option.

3. If the customer has the Bomgar Customer Client app installed on their Androiddevice, they may tap Start Session to begin a session. However, if the customerdoes not have the app installed, the Google Play Store opens, allowing thecustomer to download the Customer Client app.



Enter a Session Key to Start an Android Support Session

1. To start a session directly from the Bomgar Customer Client app, yourcustomer must enter your support site address, which is automaticallyverified, along with a unique session key you have generated from therepresentative console. You can provide these values to the customer verbally, viaemail, or via SMS.

2. Once your customer clicks the Start button, the connection is initiated. Thecustomer may be prompted to accept an agreement and/or allow sessionrecordings before joining the session.

Join a Support Session through Email

1. You can send an email invitation from the representative console. The emailcontains an invitation to join a support session along with a unique session keyURL.

2. After receiving the email invite, your customer must tap the link within the email.The link takes them to a page where they can choose to begin a session by tappingthe Start Session button.

3. If the customer has the Bomgar Customer Client app installed on their Androiddevice, they may tap Start Session to begin a session. However, if the customerdoes not have the app installed, the Google Play Store opens, allowing thecustomer to download the Customer Client app.



Use Jump Clients to Access Unattended Android DevicesBeginning Bomgar 16.1, a persistent connection can be established with an Android device by pinning a Jump Client to the device.This provides the ability to have unattended support sessions with Android devices. You can deploy Jump Clients using either ofthe methods below.

Note: Bandwidth usage and battery life are minimally affected by establishing a persistent connection.

Note: Persistent connections to an unattended Android device can occur only when the devices have both the BomgarSupport Client App 2.2.7 and Bomgar Jump Client App 2.2.0 installed from the Google Play Store. To learn more, please seeDownload the Bomgar Support Client and Bomgar Jump Client Apps. at https://www.bomgar.com/docs/remote-support/getting-started/customer-client/android/android-download-app.htm.

Pin a Jump Client from the Representative Console

1. While in a support session with the Android device, click on the Pin a Jump Clienticon.

2. After pinning, click the Refresh option located above the Jump Items list, and theAndroid device will appear as a Jump Item in the Jump Item list. If the Pin a JumpClient icon is gray, the Android Jump Client has not been installed on the Androiddevice.

3. Meanwhile, the Bomgar Jump Client app on the device should show the client aspinned with a date and timestamp.

Note: Options are available for the Jump Client to be disabled if thedevice is relying on battery power or on data to connect.



https://www.bomgar.com/docs/remote-support/getting-started/customer-client/android/android-download-app.htm



Email a Link from the /login Interface

1. From the /login interface, navigate to Jump > Jump Clients> Jump Client Mass Deployment Wizard.

2. Complete the information needed for your Jump Client, such asJump Group, Public Portal, etc.

3. Click Create.

4. From the Download or Install the Client Now section, chooseAndroid as your platform.

5. Verify that the Bomgar Jump Client app is installed on theAndroid device. If not, navigate to the Google Play App store todownload the app.

6. To download the Jump Client to the device, open a browser onthe Android device and go to the URL provided by the massdeployment wizard.

Note: You can also email the URL to the Android device by clicking on the Email link located in the Deploy to Email Recipientssection.



How a Support Session Looks on an Android DeviceOnce a session is established, the Bomgar chat interface opens, and a Bomgar indicatoricon appears at the bottom of the device's display. While a session is running, the iconremains in the indicator area even if your customer is not in the Bomgar app itself.

You may continue to access files and system information while the customer is doing otherthings. If you send a chat message to the customer, the message will appear as a pop-upat the bottom of the device's screen.

Screen Sharing

If you are in a screen sharing session, remember that any action the customer takes, suchas entering passwords or accessing private information, can be seen by the representativeand is recorded if session recording is turned on. To prevent private information beingseen and recorded, you can stop screen sharing when the customer enters informationand resume afterward.

Stream Video Using Bomgar InSight

By tapping on the Camera icon in the top right of the chat window, the customer canstream live video with VP9 technology to the representative from their mobile device.Sharing live video footage of a desktop, device, appliance, kiosk, etc. while an issue istaking place provides the representative with an additional way to assist the customer infinding a resolution to their problem.

Note: VP9 technology for Android devices requires Bomgar version17.1.

To view the customer's live stream, the representative must first be screen sharing with thecustomer's device. Then, the customer must tap the Camera icon in the Bomgar customerclient app. It is not possible for the representative to initiate Bomgar InSight within theAndroid customer client app.

When the customer's screen appears in the representative console, the representative canselect the video quality from the Select Quality dropdown.

Note: For best results, use the More Colors or Full Color quality options.



While streaming, the customer can use native Android camera controls to enhance the screen sharing experience. The customercan:

l Switch between the front and rear cameras by tapping the Camera icon in the bottom left corner of the screen.

l Turn on the camera's LED flash using the Flash icon in the bottom left corner of the screen.

l Use pinch gestures to initiate the camera's zoom feature. Once zoom is initiated, a slider bar appears and may also be usedto adjust zoom level.

While viewing the footage, the representative can make annotations ona frame using the Annotations dropdown from the representativeconsole. When the representative makes an annotation, the framefreezes, allowing the customer to view the annotation and take anynecessary action. Once the representative clicks on the Clear optionfrom the Annotations dropdown, the video begins streaming again.

Note: Annotations are not available in the web rep console or themobile representative console.

To end the session, the customer can tap the screen and then tap the X button that appears in the upper right corner of the screen,or they can tap the Back button. This prompts the end-user to confirm that they want to end the support session.



The Android Device Support Session

Representative Console

Once connected to a remote Android device through the representative console, you can chat with and support the customer,transfer files, and see Android device system information. On a Samsung or Dell Venue 8 or 10 Android device, view and controlthe remote device. On all other Android devices, co-browse web sites and view images, and when supporting those devices usingAndroid 5.0 or above, use view-only screen sharing to more fully support your customer.

Chat with the Android User During a SessionThroughout the support session, you can chat withyour remote customer. You do not need to havescreen sharing permissions before beginning chat. Ifenabled in the representative console settings, youreceive pop-up notifications when chat messagesare received. If you have uploaded your photo or anyavatar image, it displays on the customer's chatwindow once the chat begins.

Click the arrow icon at the top left of the sidebar tocollapse the sliding sidebar. If the sidebar iscollapsed, hover over the arrow by the hiddenwindow to reveal it. Click the pin icon that replacedthe arrow icon at the top left of the sidebar to re-pinthe sliding sidebar.

When typing in English, misspelled words will beunderlined in red. Right-click to view spellingsuggestions or to ignore that spelling for the currentconsole login.

If your administrator has configured cannedmessages, you can click on the Messages button atthe lower left of the chat input area to insertpreviously written messages into the chat. Click thearrow to the left of a category name to see itsmessages and subcategories. Type in the searchbox to find a specific message.

Messages appear as plain text in the chat input area.You can add or edit BBCode tags within a messageto add text formatting. Formatting will be appliedonce the message has been sent.

The chat window records not only the messages andthe time they were sent; it also serves as a runninglog of everything that happens throughout thesession, including files transferred and permissionsgranted.

Pushing a URL through the chat interface willautomatically open the designated site. On a



http://www.bbcode.org/reference.php

Samsung or Dell Venue 8 or 10 device, it will open in the default browser. On all other Android devices, it will open in theWeb viewof the Bomgar support client. In order to push a URL, the web address must be the only text in the field.

You can also add notes about the session. If the session is shared or transferred, these notes can be submitted by onerepresentative and pulled by another for a quick, private review of the situation. These notes will also be available in the sessionreport. Notes can be added both during the session and also after the remote connection has been terminated.

At the bottom right of the session window is information about the remote system along with any other information the customer mayhave provided in the issue submission form. This can include the following:

l Type: The session type.l Priority: The priority level (Low, Medium (default), or High) of the request, depending on the support issues defined by yourBomgar administrator.

l Queue: The Personal queue of the representative who owns the session.l Session Status: Waiting (no rep has joined), In Progress (rep and customer have joined), or Customer Absent (rep hasjoined but customer has left).

l Customer Name: This is either the name entered by the customer when starting the session, the username of the logged-inuser, the hostname of the customer machine (for pushed and pinned sessions), or service (for elevated sessions).

l Computer Name: The hostname of the customer's machine as reported in System Settings.

l Platform: The operating system of the customer’s machine

l Support Issue: If an issue was selected, this reports the name of the issue the customer selected.l Time in the System: This tracks the amount of time from the moment the session entered its first queue.

l Public Site: Typically, this is listed as Default; however, if non-default sites are present, other sites may be available.l Required Skills: Skills associated with the specific issue selected by the customer. Skills are created and associated withissues by the Bomgar administrator from the Bomgar /login interface.

l IP Address: The public and/or private IP address of the customer’s local system.

If your administrator has enabled the XML API, you may designate an external key for use in session reports. Any custom sessionattributes enabled by your administrator will appear in a Custom Info tab. Click Copy to copy all information to your clipboard.

You may continue to access files and system information while the customer is doing other things. If you send a chat message tothe customer, the message will appear as a pop-up at the bottom of the device's screen.

If you are in a screen sharing session, remember that any action the customer takes, such as entering passwords or accessingprivate information, can be seen by the representative and is recorded if session recording is turned on. To prevent privateinformation being seen and recorded, you can stop screen sharing when the customer enters information and resume afterward.



Screen Share with the Android DeviceFrom the session window, click the Screen Sharing button to request to view the remote device. Once the customer has grantedpermission, the remote device will appear in your window.

To begin screen sharing, customers running Android 5.0 or above (but not using Dell Venue 8 or 10 or Samsung) must accept aunique system prompt. If the prompt is not accepted or is ignored, session behavior will default to basic co-browsing or sharing ofimages. Without a supported Dell Venue or Samsung device, view-only screen sharing allows no control of the device and allowsthe representative only a limited set of support tools.

For Dell Venue 8 or 10 or Samsung Android devices, your customer can choose to grant you view-only access or, if yourpermissions allow, full control of the pointer and keyboard, enabling you to work on the remote device as if you were really there.You can request to elevate your permission level at any time during the session. The screen sharing tool bar provides a number ofhelpful features for support representatives.

Screen-sharing Tools

Stop screen sharing.

While viewing your customer’s computer, request or stop control of your customer’s keyboard and mouse. Availableonly for screen sharing with Dell Venue 8 or 10 or Samsung Android devices.



While screen sharing, capture a screenshot of the remote screen or screens at their full resolution, saved in PNGformat. Save the image file to your local system or to your clipboard. The capture action is recorded in the chat logwith a link to a locally saved image. The link remains active even after the customer has left the session, but it doesnot persist in the Bomgar session report. You can adjust the directory where screenshots are saved by going to theFile > Settings > Support Tools menu in the representative console. This feature works on Mac, Windows, and Linux.

View the remote screen at actual or scaled size.

Select the color optimization mode to view the remote screen. If you are going to be primarily sharing video, selectVideo Optimized; otherwise select between Black andWhite (uses less bandwidth), Few Colors,More Colors, orFull Color (uses more bandwidth). Both Video Optimized and Full Color modes allow you to view the actual desktopwallpaper.

View the remote desktop in full screen mode or return to the interface view.



Co-Browse the Web with an Android Device

Note: Not Applicable to Samsung or Dell Venue.

To get to theWeb view of the Bomgar customer client app, you musthave screen sharing permissions. Then ask the customer to swipe thescreen to the left while screen sharing in the Chat view.

Using the web browser built into the Bomgar customer client app, thecustomer and representative can view a web site simultaneously.

To navigate to a web address, either the customer can enter the URL inthe location bar, or the representative can push a URL through the chatinterface.

While the remote user is using the customer client web browser –browsing pages, zooming and panning, selecting page areas, entering information in form fields – the representative will have thesame view.



View Images on the Android Device

Note: Not Applicable to Samsung or Dell Venue.

To get to the Images view of the Bomgar customer client app, you musthave screen sharing permissions. Then ask the customer to swipe thescreen to the left while screen sharing in theWeb view.

From the Images view, the customer can allow the representative toview images on the device. The representative cannot see thethumbnail view of available images but only the specific imageselected by the customer. Sharing captured screenshots of the devicecan help customers and representatives better understand and resolveissues.

Images are shared from the device's SD cards, either internal orexternal.



File Transfer To and From the Android DeviceDuring a session, privileged representatives can transfer files and even entire directories to and from the remote device, with readprivileges for the entire Android file system and read/write privileges on the SD card. You do not have to have full control of thecustomer’s device in order to transfer files.

Depending upon the permissions your administrator has set for your account, you may be allowed only to upload files to the remotesystem or to download files to your local computer. File system access may also be restricted to certain paths on the remote or localsystem, thereby enforcing that uploads or downloads occur only in certain directories.

Transfer files by using the upload and download buttons or by dragging and dropping files. Right clicking on a file brings up acontext sensitive menu from where you can, among other things, create a new directory; rename, open, or delete the file; ordownload it directly to your machine.

File Transfer Tools

Stop access to the remote device’s file system when it is no longer needed.

Go up a directory in the selected file system.



Refresh your view of the selected file system.

Create a new directory.

Rename a directory or file.

Delete a directory or file. Note that deleting a file or folder permanently deletes it. It is not sent to therecycle bin.

Show hidden files.

Select one or more files or directories and then click the appropriate button to upload the files to theremote system or download to your local system. You can also drag and drop files to transfer.

If a file of the same name already exists in the location to which you are attempting to transfer a file,choose whether to respond by automatically overwriting the existing file, canceling the transfer, orprompting for each file of identical name. Note that if the content of the files is identical, the upload will beskipped and will result in a warning message.

Preserving file information will keep the file’s original timestamp. If this option is disabled, the file’stimestamp will reflect the date and time when it was transferred.

If automatic file transfer is enabled, transfers will begin as soon as the upload or download button isclicked or a file is dragged from one file system to the other.

If automatic file transfer is not enabled, select from the transfer manager the files you wish to transfer andthen click the Start button to begin the transfer.

From the transfer manager, select a file and then click the Details button to view information such as thedate and time of the transfer, the origin and destination of the files, and the number of bytes transferred.

Select one or more files from the transfer manager and then click Cancel to stop the transfer fromcompleting.

Clear all information from the transfer manager.



View the Android Device System InformationPrivileged users may view a complete snapshot of the remote device's or computer's system information to reduce the time neededto diagnose and resolve the issue. The system information available varies depending on the remote operating system andconfiguration. Representatives with appropriate permissions may also kill processes and uninstall apps.

Because the large amount of data that can be pulled may result in slowtransmission times, you can choose to start your view with only theOverview tab or to pull data for all tabs. If you choose to start withOverview Only, you can gather data from the other tabs by going to thesection you need to view and clicking the Refresh button at the top ofthat section.



System Information Tools

Stop pulling information about the remote system. Stopping will leave the last updated information available to viewbut will not pull current data.

Refresh your view of system information or pull information for tabs to which you did not initially request access.Refresh can take place for individual sections or for all sections of the selected tab.

Auto-refresh a category of system information.

Copy the information to your clipboard. Copy individual sections or all sections of the selected tab.

Save a text file of the system information to your local computer. You can save individual sections or all sections of theselected tab.

End a running process on the remote system.

Uninstall an app on the remote system.



End the Android Support SessionTo end the session, your customer can tap thescreen and then tap the X button that appears inthe upper right corner of the screen, or they can tapthe Back button. This prompts the user to confirmthat they want to end the support session.

When the session is ended by either the customeror the representative, an alert will notify thecustomer that the representative can no longeraccess their device. The Bomgar support client appdoes remain installed after the termination of asupport session so that if the customer needssupport at a later time, the Bomgar app does notneed to be reinstalled.



Join a Presentation from an Android DeviceIn order to join a presentation, your attendee must download the Bomgar presentation appfrom Google Play. The Bomgar presentation client is supported on Android devicesrunning Android 4.0 and higher.

The attendee will be prompted to enter a site address. This is the webaddress of your Bomgar public site.

Your attendee can also enter their name as it should be displayed tothe presenter and other attendees during the presentation.

The attendee can then enter a session key or select a presentationfrom the list. The session key is generated when the presentation iscreated and can be found in the presentation schedule or in the activepresentation interface. The presenter can provide this session key tothe attendee verbally or via email.

To select a presentation from the list, your public site must beconfigured to show a presentation list. Additionally, the presentationmust be started and must have the Showing on Public List boxchecked. From the list of available presentations, the attendee must select a presentation and touch the Join button to the right ofthe selected presentation.

Your administrator can determine which messages your attendee sees,if any, before the presentation begins. Messages that may be displayedinclude an attendee agreement and a greeting.

If no one is available to give the presentation, an orphanedpresentation message may also be displayed.

Additionally, certain non-customizable messages appear when thepresentation has not started, when screen sharing is paused, andwhen the presentation has finished.



Touch the Pin button to pin the toolbar in place. If unpinned, the toolbarat the bottom of the screen will disappear after a few seconds. Touchthe screen to show or hide the toolbar.

During a presentation, attendees can view your desktop or selectedapplications and can also chat with you alone, or with you and otherattendees.

The attendee can pinch to zoom during the presentation.

To view conference information, the attendee can touch theInformation button. This will show the presentation name, thepresenter's name, and the dial-in information. If your attendee is on aphone which is capable of simultaneous voice and data or which isusing Wi-Fi for its data connection, they can touch the phone number toinitiate a call.



To leave the presentation, the attendee can touch the Back button. Ifthe presentation is still in progress, the attendee will be prompted toconfirm that they want to leave the presentation.

If the presenter ends the session, the attendee will see a messageindicating that the presentation has ended.

The presentation client app stays installed so that the attendee canaccess future presentations.



Android Permissions Required by the Customer Client AppThe Android customer client for Bomgar requests a series of permissions during installation. Prior to version 2.2.8, thesepermissions are requested all together at installation. In version 2.2.8 and above, the client prompts for certain permissions uponinstalling, but others are requested only when needed. In either case, Google Play lists the permissions used by apps, including theBomgar Android customer client, but this list of permissions may not provide a satisfactory level of detail for all users. The followingtable offers a list of all permissions, as well as an explanation for each one.

Google PlayPermission

Name

Android APIPermission

NamePermission Definition Permission Explanation

accessSurfaceFlinger

ACCESS_SURFACE_FLINGER

Allows an application to useSurfaceFlinger’s (involved with thedisplay frame processor) low levelfeatures.

The representative may request screen sharing ofthe device's screen in order to provide moreefficient support. This permission is necessary forthe app to share the device's screen to therepresentative console.

close other apps KILL_BACKGROUND_PROCESSES

Allows an application to callkillBackgroundProcesses(String).

A representative that is viewing the device'sscreen, may wish to perform actions on behalf ofthe user, such as keystrokes or touch events, inorder to provide more efficient support. Thispermission is necessary for that functionality towork.

find accounts onthe device

GET_ACCOUNTS

Allows access to the list of accountsin the Accounts Service.

The app uses this permission in an effort to find thedevice user's name when the support session ispresented to a representative. Previous versions ofthe app used the phone number, but that is not asuser-friendly or as personal. Given that the username could be stored in multiple locations, the appfirst attempts to locate it in the You contact; ifunsuccessful it looks for a Google account on thedevice. If finding the user’s name is not possible,the app will look at the SIM card and attempt togather some generic information about the device(this happens only when dealing with non-consumer devices).

find accounts onthe device

READ_CONTACTS

Allows an application to read theuser’s contacts data.

The app uses this permission in an effort to find thedevice user's name when the support session ispresented to a representative. Previous versions ofthe app used the phone number, but that is not asuser-friendly or as personal. Given that the username could be stored in multiple locations, the appfirst attempts to locate it in the You contact; ifunsuccessful it looks for a Google account on thedevice. If finding the user’s name is not possible,the app will look at the SIM card and attempt togather some generic information about the device(this happens only when dealing with non-consumer devices).

full networkaccess

INTERNET Allows applications to open networksockets.

The app connects to a Bomgar Appliance in orderto receive all requests from the technical




Name



representative and to send data such as chatmessages, screen sharing updates, file transfers,and system information.

modify or deletethe contents ofyour USBstorage

WRITE_EXTERNAL_STORAGE

Allows an application to write toexternal storage.

The representative can request the app to writedata to the user's SD card as a way of sharing datafiles and applications that the user may need.

press keys andcontrol buttons

INJECT_EVENTS Allows the app to deliver its owninput events (key presses, etc.) toother apps.

A representative that is viewing the device's screenmay wish to perform actions on behalf of the user,such as keystrokes or touch events, in order toprovide more efficient support. This permission isnecessary for that functionality to work.

prevent devicefrom sleeping

WAKE_LOCK Allows using PowerManagerWakeLocks to keep the processorfrom sleeping or the screen fromdimming.

Since the app keeps a constant connection to theappliance during a session and the user may berequested to respond to a chat message from therepresentative, the app requests a wake lockduring the session to keep the device from going tosleep.

read framebuffer

READ_FRAME_BUFFER

Allows an application to take screenshots and more generally get accessto the frame buffer data.

The representative may request screen sharing ofthe device's screen in order to provide moreefficient support. This permission is necessary forthe app to share the device's screen to therepresentative console.

read phonestatus andidentity

READ_PHONE_STATE

Allows read only access to phonestate, including the phone number ofthe device, current cellular networkinformation, the status of any ongoingcalls, and a list of anyPhoneAccounts registered on thedevice.

The app, upon the representative requesting it, willgather some system information including thephone state and transfer the data to therepresentative console so that the representativecan better access the issue of the customer.

read thecontents of yourUSB storage

READ_EXTERNAL_STORAGE

Allows an application to read fromexternal storage.

The app, upon the representative requesting it, canread data from the user's SD card as a way ofcapturing device and application data and logsthat may be needed to diagnose issues.

read your owncontact card

READ_PROFILE Allows an application to access thedevice user’s personally-identifyingdata.

The app uses this permission in an effort to find thedevice user's name when the support session ispresented to a representative. Previous versions ofthe app used the phone number, but that is not asuser-friendly or as personal. Given that the username could be stored in multiple locations, the appfirst attempts to locate it in the You contact; ifunsuccessful it looks for a Google account on thedevice. If finding the user’s name is not possible,the app will look at the SIM card and attempt togather some generic information about the device(this happens only when dealing with non-




Name



consumer devices).

take picturesand videos

CAMERA Required to be able to access thedevice's camera.

The representative may request remote camerasharing and video annotations using BomgarInSight. This permission is required to perform thisfunctionality.

view networkconnections

ACCESS_NETWORK_STATE

Allows applications to accessinformation about networks.

The app shows a specific error message if the userattempts to connect to a Bomgar Appliance and theWi-Fi and mobile data connectivity are disabled.This permission is required to perform thisfunctionality.



supporting android devices with bomgar

Documents