Android TV and phone client

The Polpo Desk Android client lets an operator support Android TV boxes, smart TVs, phones and tablets remotely. The same app works with a TV remote and with a touchscreen, and requires Android 8.0 or later.

Main screen

When you open the app, you see:

• Your ID — a 9-digit number unique to the device (e.g. 123 456 789). The ID stays the same for that device; if the device is reset to factory settings, it gets a new ID.
• Password — a one-time, 6-digit session password. Use the New password button to renew it right away; the old password stops working.
• Status line — Ready for connections, Connecting to server… or No connection — retrying.

Share the ID and password only with the person who will support you. For more on connection IDs and passwords, see Your Polpo address.

Approving a connection request

When an operator connects using only your ID, a Connection request window opens on the screen. It shows the name and company of the person who wants to connect.

1. If you know the person, choose Accept. On a TV the focus is already on this button, so just press OK on the remote.
2. If you don't, choose Reject.

If the operator enters the correct password you gave them, this approval window doesn't open; the connection counts as authorized by the password.

Screen sharing permission

Android asks for permission to share the screen each time, using its own system window. After you accept the connection (or the operator connects with the password), approve screen sharing in that window.

• If you don't grant the permission, the connection is rejected and Screen sharing permission was not granted; the connection was rejected. is shown.
• While sharing is active, the Your screen is being shared notification stays in the notification area and the device screen doesn't turn off.
• If you stop sharing from Android's own controls, the session ends too.

Turning on remote control (accessibility permission)

For the operator to move around, select items and type on the device, the Polpo Desk remote control accessibility service must be turned on. Without it, the session works as view only.

1. On the main screen, next to Remote control is off — the operator can only view the screen., press Turn on remote control.
2. In the accessibility settings that open, find the Polpo Desk remote control service. Menu names vary by manufacturer; it's usually under Settings → Accessibility.
3. Turn the service on, then read and confirm the warning Android shows.
4. When you return to Polpo Desk, you should see Remote control is on.

The service only works during an active session you have accepted; outside a session it does nothing, and it doesn't collect or store any data.

During a session

• The screen shows the name of the connected operator, for example … is viewing your screen. Several operators can connect at the same time; their names are listed separated by commas.
• The operator's chat messages appear briefly as a notice on the screen and are listed in the session box. You can't type messages from the device.
• If the operator records the session, a red ● This session is being recorded by the operator line appears on the main screen and a short notice with the same text is shown when the recording starts. The line disappears when the recording stops or the session ends.
• The Disconnect button ends all sessions immediately.

To see how the operator controls the TV, read Virtual remote.

Features not available on Android

The Android client currently doesn't support:

Having trouble?

If the status line shows Connecting to server… for a long time, check the device's internet connection and see Stuck on "Connecting…". If the operator sees a black screen, try the steps in Black screen.