WeSupport – Secure Remote Access and Support

WeSupport – Secure Remote Access and Support

WeSupport is a Pro application offered by WeGuard that enables secure remote device access for troubleshooting and support. It significantly enhances Mobile Device Management (MDM) by allowing administrators to remotely configure, manage, and resolve issues on enrolled devices—eliminating the need for on-site visits. This streamlines IT operations, reduces downtime, and lowers overall support costs.

One of WeSupport’s key features is its bidirectional voice call, which allows real-time communication between administrators and end users during support sessions for clearer issue resolution.


How to Initiate a Remote WeSupport Session (Admin Side)

  • Navigate to the Devices section, then Search and select the target device




  • Click on Connect to Device.




  • On the Device:

    • The user will receive a pop-up requesting access. Tap Accept.

    • A second prompt will ask to start screen recording or casting. Tap Start Now.


                      

  • A secure remote session will be initiated. The admin can now view and control the device, perform troubleshooting, and communicate with the user via voice.




Info
Result: Admins will now be able to take the complete access of device from their desk or from anywhere and connect with end users via bi-directional voice call to speak with each other making the session more interactive and easing the troubleshooting process.

How to initiate a call from device to admin

  • Open the WeSupport application.
  • Tap the call button.

    • Green Button: Notifies only admins who are available and not in Do Not Disturb (DND) mode.

    • Red Button: Notifies all logged-in admins, even those in DND mode (displayed in red text)


                
             

  • On the admin side, click Accept in the top-right corner of the WeGuard Console


 

  • The user will receive a casting permission prompt. Tap Accept.


            

  • The session will redirect to the WeSupport page, where the admin can:

    • Access and control the device.

    • Speak directly with the user to assist in real time.


Info
Result: WeSupport session is initiated by the end user to troubleshoot the device

How to use Annotations

  • During a live session, enable annotations by clicking the Annotation icon.

  • Both admin and user can draw on the device screen to highlight areas and guide actions visually.


Notes
When annotations are enabled, the admin cannot control the device. To regain control, toggle ON the “Enable User Control” button.

Call Information


On the WeGuard console, under the WeSupport tab, admin can view details such as caller device ID, attending admin, call start and end time, call duration, and the type of call (whether incoming or outgoing)






We hope this article was helpful. For additional support:

  • 📘 Explore our Visual Knowledge Base Series

  • 📞 Call WeGuard Support:

    •  Other Countries: +1 (737) 931-1410 Ext. 102, IND: +919652933199

  • 📧 Email: WeGuard Support Email

💬 Start a live chat with our support team, Support Portal, WeGuard Admin Portal


    • Related Articles

    • Disabling Screen Capture on Android Devices via WeGuard

      The Disable Screen Capture policy in WeGuard prevents users from capturing any on-screen content on managed mobile devices. When enabled, this policy blocks: Native screenshot features (e.g., hardware button combinations or gestures) Third-party ...

    • Live Support - How do I install WeSupport application on devices?

      Hello and Welcome to WeGuard Enterprise Visual Knowledge-base Series. In this KB article, We will explain the procedure to install WeSupport application on the devices. Pre-requisites : Android version on the device should be 7.0 or higher. WeGuard ...

    • WeBox - How to access files that are on Google Drive (GDrive)?

      Hello and Welcome to WeGuard Enterprise Visual Knowledge-base Series. In this KB article, We will explain the procedure to access files stored on Google Drive. Login to WeGuard Console with valid credentials. Now from the left navigation menu, click ...

    • Screen Time/App Usage for Android

      WeGuard gives administrators the option to monitor and control device screen time to make sure users or employees aren't spending too much time on specific apps or websites, especially ones unrelated to their jobs. How to view Screen Time Screen time ...

    • Live Support - How to take complete control of a device remotely?

      Hello and Welcome to WeGuard Enterprise Visual Knowledge-base Series. In this KB article, We will explain how to take complete control of a device remotely on WeGuard Enterprise Portal. This article explains the procedure to take complete control of ...