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Digital Forensics & Remote Diagnostics: The Real-time Support Plane
In a distributed fleet of 500,000 devices, distance is the enemy of efficiency. When a mission-critical device fails in the field, the difference between a sub-second resolution and a costly hardware recall lie in visibility. Hexnode Remote Diagnostics defines the operational backbone of the modern support infrastructure, transforming the technician from a passive observer into an active orchestrator.
This guide details the Real-Time Support Plane, a high-velocity framework powered by a hybrid MQTT/WebRTC architecture. By bypassing traditional VPN bottlenecks, Hexnode enables IT teams to instantly project their presence onto any screen, whether it’s a kiosk in a retail store, a tablet in a logistics hub, or an executive laptop in a remote office.
Core Functionality: Real-Time Remote Orchestration
Defines the tiered access capabilities based on Operating System (OS).
The Hexnode Remote Support Plane utilizes the MQTT Triple-Channel Engine to deliver low-latency intervention.
Access is tiered by OS capability:
- Remote View (Passive Monitoring)
- Supported OS: iOS , Android, Windows, macOS , Linux.
- Function: Technicians observe screen activity via high-concurrency relay servers.
- Latency Target: < 2.0 Seconds.
- Remote Control (Active Intervention)
- Supported OS: Windows, macOS, Android.
- Function: Direct input injection (mouse/keyboard/touch) to navigate GUIs, execute local applications, and resolve configuration errors.
- Live Terminal (Live Wire)
Enterprise Fleet Forensics (Automated Extraction)
Defines the mechanisms for gathering evidence from endpoints.
Forensics are handled by the native Hexnode Agent, eliminating the need for third-party diagnostic tools.
| Forensic Action | Description | Data Destination |
|---|---|---|
| Remote Log Collection | Trigger custom scripts to zip and upload system/app logs. | Dedicated Cluster |
| Process Monitoring | Real-time telemetry of running processes, CPU load, and memory usage. | MQTT Channel |
Privacy, Governance, and Compliance
Defines the rules engine for initiating support sessions.
Hexnode enforces GDPR/CCPA compliance through strict procedural gates:
- Consent Protocol: A mandatory “Accept/Decline” prompt is displayed on the endpoint before a session initiates.
- Visual Indicators: Persistent “Red Bar” (iOS) or status notification (Android/Desktop) indicates an active session.
- Role-Based Access Control (RBAC):
- Super Admin: Full portal control including billing, global settings, and technician management.
- Admin: Full device, policy, and remote management access; cannot modify Super Admin account.
- Apps & Reports Manager: Limited access to Apps, Reports, and Dashboard only.
- Reports Manager: Read-only access to Dashboard and Reports; no device or policy control.
- Custom Roles: Granular, permission-based roles tailored to specific organizational needs.
Performance Specifications
Why use the Integrated Diagnostics tool over legacy remote software?
- Connection Speed: < 2.0 Seconds (via MQTT) vs. 30-60 seconds (Legacy).
- Agent Impact: Uses the native Hexnode agent (Zero added footprint).
- Audit Trail: Generates a complete log of commands executed + video recording of the session.
Implementation Logic (Checklist)
Step-by-step procedure for deployment.
- Firewall Allowlisting: Ensure Ports 8883 (MQTT) and 443 (HTTPS) are open for outbound traffic.
- Custom RBAC Creation: Navigate to Admin > Technicians and Roles and define the required roles.
- Remote View and Remote Control: Enable the Remote View and Remote Control options in the Hexnode UEM portal under Admin > General Settings.
- Deploy Hexnode Agent: Ensure the Hexnode Agent app is installed on all target forensic endpoints.
Frequently Asked Questions (FAQs)
- What distinguishes “Remote View” from “Remote Control” within the support plane?
The distinction lies in the level of interaction allowed by the Operating System. Remote View is a passive monitoring tool available on iOS, Android, Windows, macOS, and Linux, allowing technicians to observe the screen without interacting. Remote Control enables active intervention, such as mouse clicks, keyboard input, and gesture control and is supported on Windows, macOS, and Android.
- How is user privacy maintained during a remote session?
Compliance with GDPR and CCPA is enforced through two primary mechanisms. First, a mandatory “Accept/Decline” consent prompt appears on the end-user’s device before a connection is established. Second, persistent visual indicators, such as the “Red Bar” on iOS or a status notification on Android/Desktop, remain visible throughout the active session to alert the user that their screen is being shared.
- Are all technicians granted full control capabilities by default?
No. Access is governed by Role-Based Access Control (RBAC). Only Admin and Super Admin roles have full privileges, while other roles (like Reports Manager or custom roles) have limited access tailored to their responsibilities.
