TeamViewer QuickSupport app showing "Unknown" for expert information and not recognising license.

Scott_BaptistCare

Hey guys :)

I'm a first-time poster here so I'm not sure if I've come to the right place but I've noticed recently that our mobile devices with the latest version of the QuickSupport app seem to have started making the user "review expert information" before connecting to a remote session.

While I'm happy to see the added security measure here, I'm just not sure what needs to be done to get the correct information to display for the user.

Currently, when we connect, all fields say "Unknown" and "non-commercial" license type despite being logged into the desktop app, the info in the app/portal being up to date, and having a valid license applied to the account.

JenW

Hi @Scott_BaptistCare,

We're happy to read your first post in our Community and after reading your post, we can confirm that this is the right place, and the right board: Mobile 😃

Foremost, thank you for taking the time to explain your issue in detail and for your screenshots! (Kudos for hiding all the confidential info 😉)

It is indeed quite odd that the information displayed on the remote mobile shows Unknown and Non-commercial, knowing that you have a Corporate license.

We can see that you still have the TeamViewer version 15.1.3937 installed on your computer. Therefore, we invite you to update your TeamViewer to the latest available version and try again to establish the connection to the mobile QuickSupport.

This first troubleshooting will help us find out if we need to further investigate.

Please keep us posted about the results!

Have a great day,

Jen

Scott_BaptistCare

Good morning Jen,

Ah great! Confirming that has resolved this issue for us :)

Thank you for your reply!