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Quicksupport on Android: ID is blank

Catterton
Catterton Posts: 1 Newbie

I installed Quicksupport on a Galaxy S7 phone and connected just fine from a Windows PC.

A week later, Quicksupport no longer displays the ID number; the space where it should be is blank.

I know the ID as it is still showing in my PC client. If I try to connect to the android handset, I get a message asking if it is connected to Internet. I believe it is.

I can't readily see any help for this online.

Any ideas how to fix it so I can remotely help my father with the phone?