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iPad's remote control for support

How can you deliver effective support and quickly identify the root of the problem? Gain control of your user's iPad, similar to how you would on a Windows device!

 

Requirements:

  1. iPadOS 18 or iOS 18 or higher
  2. FaceTime up to date
  3. Both Apple IDs should be saved in the contacts
  4. Settings > Apps > Face ID > SharePlay ON

How to do it:

It's simpler than you might think!

  1. Verify that both iPads meet the necessary requirements.
  2. Initiate a FaceTime call with the user.
  3. Instruct the user to share their screen by tapping the fourth icon located in the bottom left corner of their screen.
  4. Guide them to navigate to the home page.
  5. Once their screen appears on your iPad, click on it to view their screen in a larger format.
  6. You can now draw on their screen; they will see your annotations, which will disappear once you stop drawing.
  7. If you need to take control of the user’s screen, click the hand icon in the top right corner.
  8. The user will need to accept your request for remote control, and then you can assist them with their issue directly on their iPad.

This process not only resolves their immediate concerns but also serves as a valuable learning opportunity. The user can observe how you address the issue, empowering them to potentially resolve similar problems independently in the future.