Android and QuickSupport not working

Coooolyfr

Hello,

I’ve tried to remote control a friend Samsung phone I’ve made install QuickSupport from the play store.

i can connect to my friend device but I’m only seeing like the first frame and not seeing anything else. He told me that his phone is showing home screen at that time and I’m stuck with, I guess, a frozen QuickSupport screen.

is there some settings to check ?

thank you.