Blank Screen When Trying to See App

I help a relative with his Android phone and apps. He has the Motorola One 5G Ace. I use my Windows 10 PC to remotely control his phone. I am trying to help him set up a password manager, but whenever he goes to his password manager app, the screen on my end turns black, so I can't see what he is doing when he is in this app, and then I have a difficult time guiding him. When he brings up other apps, I have no problem. I contacted the password manager company and they said that I should contact TeamViewer to find out why. Is there anything that I can do so that I can see the screen?

Thank you.

Best Answer

  • JeanK
    JeanK Posts: 6,959 Community Manager 🌍
    Answer ✓

    Hello @Margaret31,

    The password manager the person is using most probably has a security feature that prevents 3rd party applications to view their content (which is from a security perspective a good thing).

    There is no workaround we could provide regarding this issue.

    Community Manager

Answers

  • JeanK
    JeanK Posts: 6,959 Community Manager 🌍
    Answer ✓

    Hello @Margaret31,

    The password manager the person is using most probably has a security feature that prevents 3rd party applications to view their content (which is from a security perspective a good thing).

    There is no workaround we could provide regarding this issue.

    Community Manager

  • Calimero59
    Calimero59 Posts: 2 ✭✭

    @JeanK I have the same problem with several secured application (banking apps, Microsoft Authenticator, Authy, Google Authenticator, ...).

    In my case as well, I need to be able to help my mother for all her applications on her Android (Samsung Z-Fold).

    I understand there are some security mechanisms to protect unwanted accesses, but user should have a way to still enable and ack that he agrees for certain apps to bypass this mechanism.

    I understand that you may say that this is a security feature out of your control, but I'm wondering why, for example, we are able to Mirror Screen (through SmartView) with the same protected applications. Of course, in that case, there is no remote control, but at least the screen is mirrored.

    Thanks.

    Michel.

  • JeanK
    JeanK Posts: 6,959 Community Manager 🌍

    Hi @Calimero59,

    Thanks a lot for asking your question here; it is absolutely valid one!

    I totally understand that, in some specific cases, it would be very helpful to remote control all applications.

    As you correctly said, the difference between TeamViewer and another screen mirroring app is that you can actually perform actions (remote control) on the remote device. Therefore, for security reasons that are indeed out of our control, it is impossible to remote control these apps.

    I hope you understand where we are coming from and that you can see that it is not in our power to allow remote control on sensitive applications.

    Let me know if you have any further questions!

    Have a great day,

    /JeanK

    Community Manager