QuickSupport app on iPad - can't see remote screen

CW2022 · 2022-07-29T09:48:32+00:00

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CW2022

Hi, I installed the QuickSupport app on my mother's iPad. She's 91 and struggles with the tech sometimes.

It's been working fine.

But today we've tried several times to start a session.

At my end it says the connection has been established, and at her end the broadcast has started.

She can see the red button flashing. But I can't actually see her screen.

Why is this?

Is there a button I need to press in order to show the screen?

Thanks.

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Accepted answers

JeanK

Hello @CW2022,

Great to see you posting for the first time!

Once you enter the iPad's ID, the remote user needs to:

Accept the connection by clicking Allow
Click on Start Broadcast
Confirm the Screenbroadcast by clicking Start Broadcast again

Let me know if this could help!

/JeanK

All comments

CW2022

Thank you for your quick reply! I'll try again with my mother. She was already doing what you suggested but for some reason I couldn't see her screen at this end, although the app (on my MacBook Pro) said that the connection had been established.

Someone from Apple is helping her with the iPad now. If that problem is fixed, maybe it will fix the QuickSupport issue as well.

I'll let you know.

JeanK

Thank you for the update. Looking forward to hearing from you!

/JeanK

CW2022

Hi Jean, I was able to visit my mother at the weekend and do a test with her iPad and my laptop side by side. It's working now. It may be that it was the issue with her Apple user ID that had stopped the iPad from working properly. Thanks for your help.

JeanK

Hi @CW2022,

Thanks a lot for sharing your update.

I'm glad it's sorted and that you can now assist your mother via TeamViewer! ✨

I hope to see you around soon.

/JeanK

JeanK

Hello @CW2022,

Great to see you posting for the first time!

Once you enter the iPad's ID, the remote user needs to:

Accept the connection by clicking Allow
Click on Start Broadcast
Confirm the Screenbroadcast by clicking Start Broadcast again

Let me know if this could help!

/JeanK