Target readers: frontline engineers and administrators who use KiwiCloud for device operations and maintenance.
Applicable system: Android devices.
Terms:
AnyDesk ID: the unique device address used for remote assistance, usually a 9-digit number.
Commercial license: upgrade to AnyDesk Ultimate Cloud for KiwiCloud through “Add Commercial License” to obtain a more stable commercial connection channel and capabilities.
I. Preparation
Install the AnyDesk desktop client on the controller side: before initiating remote assistance for the first time, install it as prompted. Windows, macOS, and Linux are supported.
Stable network on the device side: 5GHz Wi-Fi or Ethernet is recommended to reduce remote latency.
Make sure the KiwiCloud (KC) app on the device has been registered, so that the AnyDesk ID can be reported.
II. Obtain and Verify the AnyDesk ID (Required for First Use)
View the ID in the console: go to Device Management → Device List → Device Details Page, and check whether an AnyDesk ID already exists.
If the ID has not been obtained:
On the device, open the AnyDesk app and wait for it to generate an ID for the first time. A network connection is required.
Then open the KiwiCloud (KC) app, confirm that the KC app has been registered, and trigger collection and reporting.
Wait for automatic reporting. It usually takes a few minutes and will be completed within 15 minutes at the latest.
If immediate reporting is required: in KC App → Remote Assistance, tap Apply for Remote Assistance to push the ID to the platform immediately.
Return to the console and refresh the device details page to confirm that the AnyDesk ID is displayed.
III. Initiate Remote Assistance (Two Methods)
Method A: From the Controller Side, Device List
Path: Device Management → Device List → Target Device → Actions → Remote Assistance.
Method B: From “Tools - Remote Assistance”
Device-side Tutorial:
Open the KC app. After registration is completed, tap Remote Assistance.
Tap ➊ Request Remote Assistance Support, then tap ➋ Submit. A remote assistance record will be generated under My Submissions.
Return to the KiwiCloud Controller Side:
Path: Tools → Remote Assistance. In the record list, find the target device, which is the record manually initiated from the device side in this example, and click Initiate.
First-time use on PC/Mac:
Download and install the AnyDesk client as prompted on the page. If it is already installed, skip this step.
Click Add Commercial License to launch AnyDesk and complete license binding. This ensures that the KiwiCloud Professional channel can be used. After one-time authorization, this step can be skipped in the future.
IV. Connection and Authorization
Click Initiate Remote in the console. The system will launch the local AnyDesk client, automatically fill in the target ID, and initiate remote assistance. If AnyDesk is not launched correctly, check whether the AnyDesk client has been installed on your PC/Mac. Note: on Windows, if AnyDesk is installed but not fully set up, the page may prompt you to install AnyDesk first. Click Install and complete the setup before initiating remote assistance again.
A pop-up will appear on the device side. Tap Accept to start screen sharing and remote control.
Special note for some Android devices: the system will display a screen capture authorization (MediaProjection) pop-up.
Select Entire Screen to share the full screen, then tap Start to begin remote assistance.
For remote assistance requests submitted from the device side, open Tools - Remote Assistance and view the request information submitted by the device in the list.
V. Optimization for Lag and Latency (Strongly Recommended)
Prioritize speed: in AnyDesk Desktop → Settings → Display, set the image quality/performance strategy to Fast Response.
Enable forced relay, recommended for cross-region or weak networks: append
/npto the connection address. Example:123 456 789/np. This can improve connectivity and stability in complex network environments.
Click ➊ Copy, then click ➋ Open AnyDesk. Paste the copied ID into the input field at the top of AnyDesk, then click ➡️ to initiate remote assistance.
Reduce load: close dynamic wallpapers and video apps on the device side. If necessary, temporarily keep the screen awake and enable performance mode.
Stabilize the network: use wired network or 5GHz Wi-Fi on both the PC and device sides as much as possible. Avoid hotspots and congested networks.
VI. How to Use More Concurrent Remote Assistance Sessions
KiwiCloud authorizes up to 3 concurrent AnyDesk Ultimate Cloud sessions. This means one enterprise can control up to 3 devices at the same time.
However, large enterprise groups or device service providers may need to manage more devices at the same time. When this exceeds the remote assistance concurrency limit, KiwiCloud allows customers to use their own purchased licenses. In addition, as an AnyDesk reseller, KiwiCloud customers can contact KiwiCloud Sales or Customer Service to purchase licenses.
How to use your own dedicated license: in System Management - System Settings - Others - Remote Assistance Configuration, there are 3 options.
Use KiwiCloud License
Use Own AnyDesk License
Manage AnyDesk License Yourself
If you have not purchased an AnyDesk license yourself, please select:
Use KiwiCloud AnyDesk license: use the AnyDesk license and remote assistance concurrent sessions included with the purchased KiwiCloud product.
If you have purchased your own AnyDesk license, choose one of the following two methods as needed:
Use Own AnyDesk license: use the AnyDesk license you configured, and initiate license injection in KiwiCloud.
Manage AnyDesk license Yourself: do not configure the AnyDesk license in KiwiCloud.
How do I obtain the AnyDesk license key?
Log in to https://my.anydesk.com/v2/. In Licenses, copy the license key.
How does KiwiCloud protect the license key?
If you choose AnyDesk license injection, KiwiCloud will securely store the license key through encryption. If the license needs to be changed later, go to https://my.anydesk.com/v2/, update the license key in Licenses, copy it, then select “Use Own AnyDesk license” in KiwiCloud and enter the updated key.
If you do not need to use platform license injection, it is recommended to select “Manage AnyDesk license Yourself”.
Select Use Own AnyDesk license, enter the license key, and click Save. During subsequent commercial authorization, the number of concurrent sessions will no longer be displayed. The license written to the device will be the AnyDesk license purchased by the customer.
During remote assistance:
Select Manage AnyDesk license Yourself. The commercial authorization step will no longer be displayed on the page, and the customer needs to inject the license in the AnyDesk client by themselves.
VII. Set Up Unattended Access
KiwiCloud supports remotely configuring the AnyDesk app on devices and enabling unattended mode.
In Device Policy, create a device policy for the corresponding device type. If you need to configure GMA devices, create a GMA device policy. If you need to configure KMA devices, create a KMA device policy. In the device policy, enable the Remote Assistance module, enter the unattended password, confirm the unattended password again, click Next, and publish the policy to the devices or groups that need to be set as unattended.
After the device policy is published and takes effect, initiate remote assistance for the device. The AnyDesk page will prompt you to enter the remote assistance password. After the password is entered, no confirmation is required on the device side, and remote assistance will connect automatically.
VIII. FAQ
Q1: The device details page still does not show the AnyDesk ID. What should I do?
A: First, open the AnyDesk app on the device side to generate an ID. Then open the KC app and stay there for 10-30 seconds while waiting for collection. The ID is usually reported within a few minutes, and within 15 minutes at the latest. You can also apply for reporting in KC App → Remote Assistance, then return to the console and refresh. If it still does not refresh, clear the KC app task from the multitasking background, then tap the KC app on the home screen to enter it again. Reporting will then be completed.
Q2: I clicked Initiate, but AnyDesk did not pop up on the PC. What should I do?
A: Confirm that the official AnyDesk version is installed and running on the PC. Check whether it is hidden behind another window. You can also manually enter the device’s AnyDesk ID in the AnyDesk client to initiate the connection.
Q3: Android 14+ shows the “Single app / Entire screen” selection every time. Can this be disabled?
A: This is a system privacy and security mechanism. It cannot be disabled on GMS-certified devices. For customized system devices, contact the device manufacturer.
Q4: The connection fails because of cross-network-segment access or firewall restrictions. What should I do?
A: Use /np to force relay during connection. If necessary, contact the network administrator to allow the domains and ports required by AnyDesk, especially when the enterprise intranet policy is strict.
Q5: What are the differences between GMA, KMA, and IMA when using AnyDesk?
After a GMA device is registered, it will automatically download the AnyDesk app. After the download is completed, there may be some delay in obtaining the AnyDesk ID due to network conditions.
Device-side remote assistance request: initiate it in KiwiCloud App → Remote Assistance.
After a KMA device is registered, it uses the system built-in AnyDesk Custom App. The device will report the AnyDesk ID only after zero-touch registration or QR code registration.
Device-side remote assistance request: initiate it in KiwiCloud App → Remote Assistance.
After an IMA device is registered, it uses the automatically downloaded AnyDesk Custom App. The original remote assistance app on the device will be automatically updated to the new remote assistance app.
Step 1: Initiate a Request
Open the Remote Assistance app on the device → enter the new interface, where two buttons are displayed:
“Request Remote Assistance”
“View Request Records”. Some interfaces may display “View Application Records”.
Tap “Request Remote Assistance” → a prompt appears asking whether to agree that operations personnel can remotely access the device → select Agree and submit. The device side will display “Remote assistance initiated successfully”.
Step 2: Accept the Request in the Backend and Initiate the Connection
IX. Compliance and Security Notes
Before starting remote assistance, obtain explicit consent from the device holder or on-site person in charge, and inform them that the screen and input may be shared or controlled.
After remote assistance ends, disconnect the AnyDesk connection to avoid accidental operations. Properly keep account and authorization information to prevent unauthorized disclosure.