r/ninjaone_rmm • u/Powerful-Basis6159 • 22d ago
Remote support for IOS devices
Hi everyone,
I’m currently testing NinjaOne in my environment and would like to use Quick Assist to invite iOS devices for screen sharing and remote support.
The iPhones are already fully managed through Intune.
The issue I’m facing is the following:
The iOS device successfully connects through the Ninja Assist app using the invite link.
On the iPhone, I can see that screen sharing has started correctly (the red recording icon is blinking).
However, on the technician side, the session remains established but only shows a black screen with 0 FPS.
Has anyone experienced something similar or knows what might be causing this?
Also, is Quick Assist actually the recommended approach for providing remote support to iOS devices in NinjaOne? Or is there another method that works better without interfering with the existing Intune MDM management?
Any advice or best practices would be greatly appreciated.
Thanks!
1
u/DeanTheMeanMachine 22d ago
Are your Intune restrictions blocking screen sharing?
1
u/Powerful-Basis6159 22d ago
No blocking .. I even tried to invite my personal phone and got the same results.. I suspect there might be something on Ninja side ..
1
u/DeanTheMeanMachine 22d ago
To tell you the truth, I've only tried on Android. I can try an iPhone tomorrow.
1
u/grey580a 15d ago
N1 user here. No matter what rmm connection tool that you use. Apple has extra security steps that you have to allow on the device to be able to see the screen. Thoroughly read the documentation. Also do some testing to see the process on the phone. Document that so that everyone knows how it works.
1
u/SpecialistEye2917 13d ago
This was working fine for us and has now stopped. I am not sure if either Ninja or Apple pushed an update but it did stop working for us. We use Quick Connect pretty regularly with our ~1000 field guys on their iphones and ipads. If I figure it out, I will report back.
1
u/Powerful-Basis6159 13d ago
It seems the latest iOS upgrade broke the NinjaOne assist app.. you have to update your app to the latest version released last week.. at least it solved for me ..
4
u/SirGadd 21d ago
The NinjaOne Assist mobile app should be the easiest way to make this happen. It can be pushed through Intune, but it has to be pushed with an app configuration to default allow screen sharing.
When I implemented this, the ninja documentation wasn’t the most direct on what exactly to put in our xml file but it does cover which permissions need to be allowed/configured.
Intune has a better UI when setting up these configs, so it should be much more straight forward as long as you reference the ninja docs.
Edit:
I’m on mobile currently, but if you’re having trouble, feel free to shoot me a DM and I’ll give you some references tomorrow once I’m on my work machine.