QuickSupport on iPad (iOS14) not detecting a secure connection

Simon_Brown01 · 2021-01-18T13:51:07+00:00

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I am attempting to provide tech support to my Mom, using my iOS13 iPhone. She has an iOS14 iPad.

She has downloaded the QuickSupport app and I have the TeamViewer remote control app (although I have also downloaded the QuickSupport app so I can see how it behaves).

If I open the QuickSupport app on MY device I get a green dot confirming a secure connection, and the app displays a code that I could send to a controlling device. My Mom's iPad however displays a red dot in the QuickSupport app and won't generate a code that I could enter into my TeamViewer Remote Control app.

Her ISP is Talk Talk and we have disabled the scam filter, left the child protection filter ON but placed the TeamViewer URL on the 'pass' list. She has enabled Screen Recording in her settings. Are there any other issues or actions we should know about? Thanks.

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Fiona_G

Hi @Simon_Brown01,

For the most part, TeamViewer is able to make connections without any special configuration of a device. However, it is possible that your TeamViewer may indicate a red light and the message Not ready. Please check your connection. Please take a look at our article regarding this issue

https://community.teamviewer.com/English/kb/articles/49093-not-ready-please-check-your-connection

Simon_Brown01

Hi Fiona

Many thanks for your reply. Assuming I have this right, I use TeamViewer Remote Control on my device (as the supporting / controlling device) and my Mum uses TeamViewer Quick Support on her iPad (i.e. the supported device). She is the one getting the red dot and 'Not ready. Please check your connection.' (my device gets a green dot and makes a connection).

If I understand correctly, if her QuickSupport app could establish a connection, it would generate an ID code which I could type into MY TeamViewer Remote Control app, enabling me top see (but not control) her screen. At the present time her app CAN'T make a connection and so doesn't provide an ID code. The question is WHY?

We have now disabled ALL filters on her Talk Talk broadband account (not happy about that, but will try anything at this stage) and on advice retrieved elsewhere, we have enabled 'screen recording' in the iPad Settings.

Other internet apps access her broadband quite happily. Is there anything else we can try to remedy the issue?

Thanks.