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How to troubleshoot the Capturing screen prompt on devices during remote support.

KB ID: 42G2012259
Views: 780
Updated: August 2021

Lately, we have noticed that signed devices with recent OS upgrades have started showing a Capturing screen prompt on devices while running with SureFox.

This was investigated and apparently, this issue manifests when System UI gets disabled in SureFox and subsequently leads to revoking the permissions necessary for an admin to remote into the device. The issue will persist post rebooting the device or even exiting SureFox, it does not get enabled automatically which results in capturing screen prompt. 

Below are the steps to be followed to counter this issue. 

​1. Update SureFox settings by allowing SureMDM agent (com.nix) and SystemUI (com.android.systemui) packages as allowed applications under SureFox. 

2. Create a Run script job to grant lollipop screen capture permission for remote support using the script below.

!#suremdm
LollipopScreenCapture(true)

​ 3. Create a runscript job to enable System UI using the below script.

!#suremdm
enable(com.android.systemui)

​ 4. Create a runscript job to reboot the device using the below script.

!#suremdm
reboot

​Admin can also create a composite job with the above jobs by adding a delay of 5 seconds and push the composite job to the device. This will fix the above issue.

To know more, click here
If you need further assistance, please submit a ticket here  

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