Hi!
Sometimes I use TeamViewer Host to remotely help two elderly relatives of mine with their smartphones when they need quick assistance.
While everything normally works just fine with both devices, one of the two (a 7-8 years old Samsung Galaxy Core Prime with Android 5.1.1) recently had to be replaced with a non-obsolete model, a Samsung Galaxy XCover 5 with Android 12, but, unfortunately, despite being way more up to date than the previous, this one suffers a hindrance upon trying to remote control it: it only shows a black screen when locked (please see the attached screenshot on bottom), even when any screen-locking feature is disabled and the only remaining "locking" is the switch button or simply the screen stand-by timer, and there's absolutely nothing I can do until my relative unlocks it himself, something which is not always as immediate as I'd need...
Of course I've already checked that every security permission, app and o.s. setting etc. is properly configured, but this has still not been enough; I've also already tried to solve the issue by disabling any screen locking feature, enabling any Host notification, installing the Universal Add-On and checking for any possible update on both ends but, unfortunately, to no avail: may I please ask for your assistance?
Thanks for your attention and happy new year
P.S.:
LOCAL DEVICE is a
Samsung Galaxy S9+ (SM-G965U)
with Android 9
and TeamViewer Remote Control version 15.37.185
REMOTE DEVICE is a
Samsung Galaxy XCover 5 (SM-G525F-DS)
with Android 12
and TeamViewer Host version 15.37.178