Hey everyone,
I’m trying to turn on Remote Control on one of our Android devices, but the option in Accessibility settings is greyed out and says it’s restricted by IT.
We need to enable it so the Helpdesk can remotely assist the user, but the device won’t let us toggle it. Anyone run into this before?
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Hi @mortimer,
Thank you for reaching out. This typically happens when the Accessibility permission required for remote control is restricted by a policy. If you’re using the Hexnode Assist app, make sure it’s installed and opened once, so the service appears under Accessibility. Then check under: Settings > Accessibility > Installed Services > Hexnode Assist.
If the toggle is still disabled, the policy applied to the device is likely blocking it. Please verify the following in your Hexnode portal:
Policies > Android > Restrictions > Advanced Restrictions > Accessibility Settings
Here, ensure that Accessibility services are enabled. If this option is unchecked, Android will prevent enabling Accessibility services on the device. After enabling it, save the policy and sync the device. The toggle should become available again.
You can also refer to our help documentation on remote viewing and control for Android devices for better understanding.
Feel free to reach out if there are any issues.
Cheers,
John Cooper
Hexnode UEM
This explains it perfectly we had run into the same issue earlier, and it turned out to be that exact policy setting. Once the Accessibility option was allowed, the toggle showed up right away. Hope it works for you too, @mortimer!
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