BeyondTrust Support

BeyondTrust Corporation

About this app

You can dramatically broaden service desk reach with the new BeyondTrust Android Customer Client. Employees and end users with popular Android-powered mobile devices can get the fullest support they need to be more productive while mobile. Once connected to a Remote Support Representative, you can securely chat and receive support from the Representative by allowing them to view your screen, view your mobile devices system information, and share your live camera feed.

Feature Overview:
Screen Sharing – Share your device’s screen in real-time.
BeyondTrust InSight – Extend your representative’s vision by streaming live video.
Chat – Chat back and forth with your representative.

Note: The BeyondTrust Android Customer Client works with existing BeyondTrust installations with version 19.1 or greater and support sites with trusted CA-signed certificates.

If encountering problems attempting to uninstall, ensure the app is deactivated in the Device admin apps settings menu.

The File Transfer feature has been removed from this app due to Google Play Store app approval restrictions. If you require the File Transfer feature to support your users, please contact BeyondTrust Support for other options.

BeyondTrust Support users can optionally approve the use of an Accessibility Service to allow a Representative to further support and manage their device. When starting a Support Session, the app may request that the Support Accessibility Service be enabled in order to grant the connected Remote Support Representative key and gesture input capabilities while they view the display through Screen Sharing. No personal information is collected by this Accessibility Service.

Ratings and reviews

It was fine. You have to turn off the admin feature and then you can uninstall the app. I was having problems doing that as well then it gave me a large screen to uninstall the app. On the Android it showed up on my special access and personal and work. I went through their to uninstall it because it wouldn't work through the play store.

We recently deployed some Huawei phones. A user was using the phone connected to a docking station in desktop mode. (Bluetooth keyboard and mouse, docking station linked to a monitor) When we remoted to the device we could only see the phone screen not the actions the user was doing on the desktop. There was no option to view the other screen.

Samsung / Android. When trying to join a support session directly from the app, the app crashes after entering site and session key. No error, no message - it just closes. When trying to use a link from chat, the app briefly opens, then closes with a message saying the license is validated.

What's new

Bug fixes
Update minimum OS version to Android 10