Intended Audience: Frontline engineers and administrators responsible for device operations and maintenance using KiwiCloud
Applicable Systems: Android devices (including GMS-certified devices running Android 14 or higher) and AnyDesk clients for PC (Windows / macOS / Linux)
1. Preparation
Install the AnyDesk desktop client on the controller side：Before the initial connection, follow the prompts to install the client (supports Windows / macOS / Linux).
Ensure the device has stable network connection：It is recommended to use 5GHz Wi‑Fi or Ethernet to minimize remote latency.
Register KiwiCloud(KC) APP on the device This enables the system to report the device's Anydesk ID.
Terminologies：
AnyDesk ID：Device's unique address for remote support (typically a 9-digit number).
Commercial License：Use "Add Commercial License" to upgrade to the KiwiCloud professional edition for more reliable, enterprise-grade connectivity and features.
2. Retrieve and Verify the AnyDesk ID (must-read for initial setup)
Check the ID in the console：Navigate to Device Management → Device List → Device Details, and check if an AnyDesk ID is present.
If no ID is shown：
On the device, open the AnyDesk APP and wait for it to generate an ID (Internet is required).
Open KiwiCloud (KC) APP , confirm that it's registered, and ensure the data collection and reporting process is initiated.
Wait for the reporting process to complete (Typically last a few minutes, no later than 15 minutes).
Report immediately: In KC APP → Remote Assistance, tap Request remote assistance support to push the ID to the platform.
Return to the console and refresh the device details page to confirm the AnyDesk ID is displayed.
3. Initiate a Remote Assistance Request (two methods)
Method A: From the console via Device List
Path：Device Management → Device List → (Target Device) → Actions → Remote Assistance.
Method B: From the console via Tools → Remote Assistance
On the device:
Open KC APP, Tap Remote Assistance after registration.
Then tap ➊ Request Remote Assistance Support，➋ tap Submit, a remote assistance record will appear under My Submissions.
KiwiCloud console:
Path: Tools → Remote Assistance, In the records list, find the device (this entry was manually initiated from the device), and click initiate.
First time on PC/MAC:
Follow the prompts on the screen, download and install AnyDesk client (Skip if already installed).
Click Add Commercial License to launch AnyDesk and complete license binding. Ensure KiwiCloud professional channel is used (skip if already licensed).
4. Connection & Authorisation
On the console, click Confirm. Your local AnyDesk client will launch and automatically populate the target ID to start the remote session.
A prompt will appear on the device: Tap Accept to begin remote viewing and control.
Android 14+ (GMS devices) notes: The system will display a Screen Capture Permission (MediaProjection) dialog.
Please choose Entire screen (share the full screen) and tap Start to begin remote assistance.
5. Lag & Latency Optimisation (strongly recommended)
Prioritize speed: In AnyDesk Desktop → Settings → Display, set the quality/performance profile to "Speed".
Enable forced relay (recommended for cross-region / weak networks): Append
/npto the connection address，e.g.,123 456 789/np, to improve connectivity and stability.
Click ➊ Copy, then ➋ Open AnyDesk. In AnyDesk, paste the copied ID into the top input field and click ➡️ to initiate the session.
Reduce device load: Turn off dynamic wallpapers / video applications on your device; if necessary, temporarily increase screen timeout (keep screen on) and enable a higher performance mode.
Stable Network: Whenever possible, use Ethernet or 5GHz Wi‑Fi on both the PC and device; Avoid hotspots or congested networks.
6. Frequently Asked Questions (FAQ)
Q1：The device details page still doesn’t show an AnyDesk ID. What should I do?
A：On the device, open the AnyDesk app to generate the ID first. Then open the KC App and stay on it for 10–30 seconds to allow data collection. The ID is usually reported within a few minutes, no later than 15 minutes. You can also go to KC App → Remote Assistance and tap Request remote assistance support, then return to the console and refresh. If it still doesn’t appear, clear the KC App from the recent apps/multitasking view, then reopen the KC App from the home screen to complete the reporting.
Q2：I clicked “Initiate,” but AnyDesk didn’t pop up on my PC
A：Make sure the official AnyDesk client is installed and running on the PC. Check if the window is hidden behind other windows. You can also manually enter the device’s AnyDesk ID in the AnyDesk client to start the connection.
Q3：On Android 14+, I’m prompted every time to choose “Single app / Entire screen.” Can I disable this?
A：This is part of the system’s privacy and security mechanism. It cannot be disabled on GMS-certified devices. For customized system devices, contact the device manufacturer for options.
Q4：Connection fails due to different network segments or firewalls
A：Use /np forced relay when connecting. If needed, ask your network administrator to allow the domains and ports required by AnyDesk (especially important in tightly controlled corporate networks).
7. Compliance and Security
Before connecting, obtain the explicit consent of the device holder/on-site responsible person, and inform them that the screen and input may be shared/controlled.
After the session, disconnect the AnyDesk connection to prevent unintended operations. Keep accounts and license information secure and do not disclose them externally.