The nature of iOS sandboxing prevents a lot of remote support options. All the big names (teamviewer, bomgar, etc..) all have you tether to a computer for their screen sharing feature (something that can be done for free with quicktime essentially).
You could make your deployment and day to day management a lot easier by utilizing an MDM setup. There are a number of service providers out there like:
that make configuration and deployment of MDM fairly straightforward.
If you can centralize a template that makes all 300+ ipads generally the same, it will facilitate troubleshooting.
Incidentally something to consider as well is who owns the iPads. It's a big argument with BYO devices in the mainstream workplace, and almost certainly MDM wouldn't be available to BYO employees.
We use Reflector 2. Works every time. They can video a screen and send to you.
We also use Printopia for our Dymo printers and non-Airprint printers.
Home of VetFM and CareFM
We use MDM for deployment, but looking at their screen "live" would be occasionally helpful. What the user tells you is in the sandbox isn't always the reality.
Tethering to a Mac or Windows machine--as long as we can do both as some have a Mac and others a Windows machine would be OK, provided that it's simple enough to set up. These are people having trouble using something as simple as an iPad in the first place--with an FM GO interface design that's pretty well thought out to be as simple as possible.
We don't need support for Dymo.
We are looking at TeamViewer, BTW, but it was my impression that they only do screen captures, not live, remote, screen sharing--which is the key feature that we are looking for and have budget to pay for if we find one that works for us.
Per Bomgar’s website:
Bomgar remote support includes many capabilities for interacting with remote iOS devices. However, direct remote control of iPad, iPhone or iPod touch is in violation of Apple terms and conditions. Bomgar continues to monitor the situation and is prepared to offer the ability to remote control iPad, iPhone and iPod touch devices once a sanctioned method is made available. But at this time, neither Bomgar nor our competitors may legally remote control Apple iOS devices.
They actually go on to suggest using the quicktime tether method, where your user opens quicktime with their iPad plugged in, and selects File > New Movie Recording and selects the iPad as the source.
Most likely you can create an automator or applescript action that does those three steps and checks for a connected iOS device.
Not sure what it would look like on windows.
We aren't looking for remote control, just remote view. (Perhaps that also is considered in violation...)
The tether concept would be more attractive if all of our users had Macs, but a large fraction have windows machines.
If the users have cell phones, you could use Skype or FaceTime to see their screens. Another option for the PC is to install Lonelyscreen which is a free AirPlay receiver For the PC. Then connect the iPad to the PC using AirPlay. I use join.me to then share the computer screen. Join.me also works on a Mac.
We are doing FaceTime in some cases now. I've mentioned this to our team members previously. (Some of our people even use a phone to take a picture of their iPad instead of just doing the needed screen capture....)
Lonelyscreen and Join.me sound like options worth investigating.