Product Overview

The BlueFletch Support Application provides organized device information giving companies the ability to make informed, data-driven decisions using mobile business intelligence.

Support Agent is comprised of two main components:

  • Support Agent Dashboard
  • Support Agent Application

The Support Application runs as a service in the background of an Android device, collecting and sending device usage data to Google Cloud Platform.

This data is stored and accessible through the Support Analytics tab on the EMS web portal.


Major features are tracking Network usage, Application Usage, and Battery Usage, as well as sending Heartbeat events.

Network Usage: When changing between BSSID's, network connection summary information is calculated.

Application Usage: The amount of time applications are used.

Battery Usage: Track battery usage during the day per device.

Application Install / Removal: Events indicating when applications are installed and removed.

Help Desk: Display Help Desk information on the Device.

Find Me Event Processing: When an event is received, an audible alarm is sounded, making it easier to locate a device.

For more information see the Events Page.

Application Details

Package com.bluefletch.ems.support

To start silently, use com.bluefletch.ems.support.features.ui.hidden.SilentInitActivity

Example ADB Command

adb shell am start -n com.bluefletch.ems.support/com.bluefletch.ems.support.features.ui.hidden.SilentInitActivity

Example AirWatch Command


Permissions via ADB

adb shell pm grant com.bluefletch.ems.support android.permission.READ_EXTERNAL_STORAGE
adb shell pm grant com.bluefletch.ems.support android.permission.WRITE_EXTERNAL_STORAGE
adb shell pm grant com.bluefletch.ems.support android.permission.ACCESS_FINE_LOCATION
adb shell pm grant com.bluefletch.ems.support android.permission.READ_PHONE_STATE
adb shell pm grant com.bluefletch.ems.support android.permission.PACKAGE_USAGE_STATS
adb shell pm grant com.bluefletch.ems.support android.permission.CAMERA


Field Description
eventUrl string Url to send event information. By default sends to BlueFletch EMS
eventAuthKey string Auth Token Key name, for use with Posting events Azure
eventAuth string The Auth Key value, for use with Posting events to Azure
loggingLevel string Internal logging level. info, debug, error, warn. Default is 'info'
useSplunk boolean If desired, the events can be sent directly to Splunk. The eventUrl would need to be overwritten to point to splunk. This will cause Support tool to send events ONLY to splunk. default is false
splunkUrl string Used for forwarding events to Splunk as well as normal event url. This should be the Host/Port of the Splunk Event Collector.
splunkAuthToken string Auth Token defined within the Splunk Event Collector.
splunkSource string If using Splunk, if desired, use this field to identify the source
splunkSourceType string If using Splunk, if desired, use this field to identify the source type
splunkApiPath string If using Splunk, if desired, use this field to identify the additional path into API. Example: 'services/collector/raw'
ignoreSSLCerts boolean indicates to ignore SSL Certificate issues during Splunk event posting. Default false
loggingConnection string Location to POST log file information within Blob storage
detailedNetwork boolean Allows for detailed network reporting. Default is false
installAppsUncradled boolean If the Device is Un-cradled, and this flag is true, will send the Installed Applications event. Default is true
installAppsOnBoot boolean During Reboot processing, if the device is un-cradled, and this flag is true, will send the Installed Applications event. Default is true
heartBeatTimerMinutes integer Heartbeat event is fired every x minutes. The value of this parameter can not be less that 10 minutes. Default is 20
samplingTimer integer Application sampling timer. Timer runs to track which application is in the foreground. Value is represented in seconds. Default is 1800
lowStorageTimer integer Alarm setting for low storage checking. The number of seconds before firing the alarm. Default is 14400
collectTopBandwidthHour integer The hour of the day when Topbandwidth event should be sent. Default is 3
collectTopBandwidth boolean Should the topbandwitdh event be sent. Default is false
maxReturnedBackgroundProcs integer Number of background processes to track. Used within UI display processing. Default is 5
maxDaysToSave integer Max Days to keep event data. Value is represented in days. default value is 31
maxDaysEventsSave integer Max Days to keep Non-Posted Event data. If no Network or no Org ID for 10 days, the data is thrown away. Default value is 10
userUseOnlyWifi boolean Indicates that events should only be sent when device is on Wifi. Default is false
speedTestUrl string The URL used for speed test processing
speedTestPing string The URL used for PING during Speed test
orgId string For reporting purposes, the organization Id that the events belong to.
orgPhone string Organization support phone number. Displayed within Help Desk UI.
orgTicketUrl string Organization Support Ticket URL. Used within Help Desk UI.
helpAdminHash string Admin password used for Device actions (factory reset, wifi reapply)
allowPhone boolean Indicates allow the Help Desk Calling to be used. Default is true
dateTimeFormat string A format string for displaying Date / Time. Marshmallow has a bug that does not allow the user to change the format, this is to get around that bug. default is "yyyy-MM-dd 'at' HH:mm:ss zzz"
findMeAutoEnabled boolean Auto Find Me enabled. Default is true
findMePlayMedia boolean For the Find Me Feature, Play Media (true) or play a Notification Sound (false). Default is true
findMePlayInternalMedia boolean If true, will play the internal Media, otherwise uses the information defined in findMeExtenalMedia. Default is true
findMeTimeToPlay integer For LONG plays, the number of minutes to play. Default is 10
findMeTimeToPlayShort integer For short sound notifications, the number of minutes to play. Short is defined by Low Battery notification or battery notifications under Warning level value. Defautl is 1
findMeExternalMedia string A path to external media to play during the Find Me notification.
findMeBatteryLevelWarning integer The battery level to start sending Find Me notifications and play a Short sound. This is different than the systems Low Battery action. Deflaut is 10
findMeIgnoreScreenState boolean Ignore Screen State. If true, Play sound regardless of screen off or on. False indicates only play sound if screen on. Defaulted to true
findMeMovementThresholdSeconds integer Wait for given number of seconds of non-movement before playing, 0 to disable. Default is 0 (disabled)
findMeStopAlertOnMotion boolean Stop Alerting if Motion. If true and the alert is happening and the device is moving, turn alert off. Default is false
activeLocationTracking boolean Active Location Tracking enabled. Default is true. Introduced in version 5.6.2
activeLocationIntervalMinutes integer Number of minutes to GPS, if no movement. Default 5 minutes. Introduced in version 5.6.2
activeLocationMinDistance integer Minimum distance change, in meters, for GPS update to occur. Default is 1. Introduced in version 5.6.2


The Support Application generates events related to different device actions. For more information, see the Events Page.