Use Samsung DeX during a remote session | Knox Remote Support (2024)

Samsung DeX is a feature that extends a Samsung mobile device’s interface to PC peripherals. With it, users can enjoy their Galaxy device on a desktop computer or connected to a display with a mouse and keyboard.

If your enterprise manages Samsung devices, you can employ Knox Remote Support and Samsung DeX mode in tandem. The user can put the device in DeX mode prior to starting the remote session. When the support specialist connects to the device using the Knox Remote Support Viewer, they are offered a desktop-like environment with mouse and keyboard support, which enhances their productivity during the remote session.

Supported devices

You can combine a remote session with DeX mode on the following devices:

For details about the desktop environments, peripherals, and interfaces that are compatible with Samsung DeX, see The beginner’s guide to Samsung DeX on Samsung Insights.

Prepare the device profile for DeX mode

If the device is managed by a UEM, in order for Knox Remote Support to tunnel through DeX mode, the UEM must first grant Device Admin (DA) permissions to the Knox Remote Support agent.

If the device’s UEM is from a third party, then you must push the relevant policy that grants DA permissions to apps.

If the device’s UEM is Knox Manage, then you can configure a Knox Service Plugin policy to grant DA permissions to the agent. To configure that Knox Service Plugin policy:

1. In the Knox Manage console, go to Profile, then click the name of the device’s profile.

   If you are using the new Knox Manage console, go to the original console to set policies in Knox Service Plugin.

2. Click Modify Policy.

3. If Knox Remote Support agent is installed in the personal profile, then set the following policies under Samsung Knox > Knox Service Plugin > Device-wide policies…:

   Policy	Value
   Enable device policy controls	True
   Device Admin allowlisting > Enable device admin controls	True
   Device Admin allowlisting > Allowlisted DAs	Add an admin named Knox Remote Support

4. If Knox Remote Support agent is installed in the work profile, then set the following policies under Samsung Knox > Knox Service Plugin > Device-wide policies…:

   Policy	Value
   Enable work profile policies	True
   Device Admin allowlisting (Premium) > Enable device admin controls	True
   Device Admin allowlisting (Premium) > Allowlisted DAs	Add an admin named Knox Remote Support

5. Save & Apply the policy.

Start a remote session in DeX mode

First, the device user must enter DeX mode and launch Knox Remote Support:

1. Connect the mobile device to a desktop computer or peripheral combination. For help with this step, see Tips for getting started with Samsung DeX.
2. Enter DeX mode.
3. In the DeX interface, open Knox Remote Support.
4. Click Start now when prompted to begin recording or casting.

The device is now ready to begin a remote support session. Initiating the session flow is like the regular Knox Remote Session experience.

To request a session, the support specialist must:

1. Access the Knox Remote Support Viewer.
2. Deliver the six-digit access code to the device user.

To begin the session, the device user must:

1. In the DeX interface, enter the six-digit access code in the Knox Remote Support agent.
2. If this is their first time accessing the Knox Remote Support agent in DeX mode, they must agree to provide Device Admin permissions to the agent.

The support specialist is now remotely connected to the device in DeX mode.

End a remote session in DeX mode

There are two methods of ending a remote session while in DeX mode:

• In the Knox Remote Support Viewer, the support specialist clicks Disconnect.
• In the DeX interface, the device user exits DeX mode.

Knox Remote Support Viewer and DeX mode

During a remote session in DeX mode, the following buttons are disabled in the Knox Remote Support Viewer:

Troubleshoot Knox license activation errors

With certain Samsung device models, when the device first enters DeX mode, it prompts the user to agree to the Knox license.

In some rare cases, agreeing to the license produces an RSA error.

Asking the Knox Remote Support agent to proceed typically resolves the issue.

See also

• The beginner’s guide to Samsung DeX
• Knox Remote Support Viewer