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How to enable Remote View for macOS devices

Hexnode UEM’s Remote View feature is a monitoring tool to help administrators remotely connect to an endpoint’s display in real-time. By starting a remote view session, you can actively diagnose device-end issues, detect device incidents, and provide the necessary troubleshooting instructions and support to get your IT operations running securely and smoothly.

Note:

  • Remote View for macOS is supported on Hexnode UEM Ultimate and Ultra plans.
  • Minimum system requirements –
    • macOS 10.12+
    • Hexnode MDM app v7.0.0+
    • Hexnode Remote Assist app v4.1.0+
  • On macOS 10.15+, Screen Recording permission has to be enabled for the Hexnode Remote Assist app. Users with Admin role may manually grant permission from System Preferences > Security & Privacy > Screen Recording.

Configuring remote view settings on Hexnode

To get started, you need to ensure you’ve enabled the Hexnode Remote View widget from the Admin settings.

  1. Go to the Admin tab and open the General Settings sub-tab.
  2. Scroll down to find the Remote View & Control Settings section.
  3. Select the checkbox for Enable Remote View.

    Check Enable Remote View to activate the feature

  4. Save the settings.

Starting the remote view session

Pre-requisite:


You must install the Hexnode Remote Assist app on the system before proceeding. To check if the app is already installed on the device, navigate to Manage > Devices and select your device. Under the Device Summary sub-tab, find the Enrollment Details section and check if Hexnode Remote Assist app is installed on the device.

If it says ‘No’, you may click on the update icon to initiate a fresh installation on the device.

click on the update icon beside No to request app installation

It might take some time to download and install the app on the device. If you’ve already installed the app, initiate the Scan Device action to refresh the status.

To start a remote view session on your macOS system,

  1. Navigate to the Manage tab and select your device from the Devices list.
  2. Under the Device Summary sub-tab find the Remote View widget.
  3. Verify the requirements stated and click on Start Session.
Note:


The Start Session button may appear greyed and unclickable if any of the requirement is not satisfied. The button will also be disabled if Remote View is disabled from the Admin settings.

While connecting to the device, you may see the following statuses on the remote view window,

  • “Connecting to device” – Hexnode is attempting to connect to the display or waiting for the user to grant screen sharing permission.
  • “Permission granted” – The request to connect to the device has been granted, and you’ll shortly be able to view the device screen.
  • “Session expired” – The connection request has timed out. Please reattempt by clicking on Restart.

Click on the expand icon Expand icon to enter into full-screen view.

What to expect on the device end

When you initiate the remote view session from the Hexnode console, the device should receive a prompt to grant screen sharing permission. Click Accept to grant permission.

Note:


On the permission alert window, selecting Don’t show again and clicking Accept will grant permission for all corresponding sessions on the device.

Next time, when you initiate a remote view session on this device, you’ll be directly connected to the device screen and the user will be notified as – “Your administrator has initiated the remote session”.

You can also use the Hexnode Remote Assist app to grant permission or select an alternate display screen for devices connected to multiple displays. Once a remote session request has been initiated from the Hexnode console, the app will start automatically and the app icon hexonde remote view icon will appear on the system menu bar. Click on the icon and select Open Hexnode Remote Assist to open the app.

To Grant permission from the Hexnode Remote Assist app, open the app and select Grant Permission.

click on Grant permission to start session

click on select screen to select display

Once you’ve granted permission, you may select an alternate screen to cast. Click on Select Screen, choose the display and click on Done.

select your desired screen to share

Terminating the remote view session

To terminate the remote view session, click on Stop button. On the end device, the user will be notified as – “Your administrator has terminated the remote session.”

click on stop to terminate the session

The user may also manually terminate the remote view session from the Hexnode Remote Assist app by clicking Revoke Permission.

Note:


You need to keep the following ports open to enable Remote View –

  • Port 80: HTTP communication port for web client-based communications. Used during installation of client application and initiating remote commands.
  • Port 443: TCP communication port for streaming the screen recording real-time.
  • Port 3478: The TCP/UDP communication port to initiate the remote session.
  • Port 5349: The TLS communication port to initiate the remote session.