QuickSupport on parent's Samsung

We're sorry to hear that none of the troubleshooting steps worked this time.

If you have any questions in the future, please don’t hesitate to visit us again! 😊

Best,

Chisa

With lots of help from someone local, we installed **Third Party Product** on my parent's phone, and I can use that just fine to support him on his phone. So, we'll be using that. I'm sorry to say that there must be some sort of bug with TeamViewer and his phone. We'll continue to use TeamViewer to support him on his desktop, as he and I have been using TeamViewer for many years for him to feel successful with technology.

None of this is helping.

I can see my parent's phone, and click the little circle at the bottom of the page to close the TeamViewer / QuickSupport confirmed access pop-up, and then I can click NO icons on his phone. Nothing.

I can't do anything on his phone from my laptop or from my Android phone.

Following the compatibility documents, which I had done even before entering this trouble ticket, says his phone should be supported.

I guess I'm just overly frustrated.

Thank you so much for the update, and for taking the time to try all the troubleshooting steps on the remote device — the Samsung Galaxy A15 5G.

When conducting a remote session, please also ensure that your local device is fully prepared:

Running the latest version of TeamViewer
Restart TeamViewer
The device's OS is up to date
Restart the device

Also, please make sure that Access control is set to "Full access" in the Full client module on your LG Gram laptop.

📍This setting does not apply when using a mobile device as your local device.

To go this page:

On the LG Gram laptop :

Settings (gear icon at the top right of the log in page) → Advanced→Advanced settings for connections to other computers→ Access Control → This should be set to "Full access"

Just to confirm — did you try remote control from all three of your devices and still couldn’t establish a stable remote-control session with any of them?

If none of the setups work, it’s possible there may be a compatibility issue with remote control on this Samsung Galaxy A15 5G device. For reference, here’s an article outlining key points to keep in mind when using Android devices: FAQ : Remote control for Android

Thank you for your understanding.

Best Regards,

Chisa

We got someone local to fix up the phone.
They uninstalled Quick Support, rebooted the phone, and reinstalled Quick Support.
It didn't require them to reinstall the Universal Add On.

Same problems.

I can see the phone, and they can see me trying to move around the phone.
I can't swipe, or click on icons, or click on a mail message.
Occasionally these things work, but hardly at all.
There are no error messages appearing on their end.

So, TeamViewer is not letting me work consistently on their phone.

Is there any other suggestion, or do I need to find another way to support them?
Although, I have absolutely no idea of what other program to try.

Thank you very much for these instructions.
I know you can imagine how futile the instructions are since I have no decent access to their phone.

I tried to explain to them what to do, and instead of uninstalling QuickSupport app, they deleted their whole 2nd page of apps!

So, please keep this ticket open while we try to find someone local to re-setup their 2nd page of apps, and then, uninstall QuickSupport, reboot the phone, and reinstall it.

Universal add-on for Android

Thank you for sharing the additional information.😊

Could you please uninstall the QuickSupport mobile app from your parent's Samsung A15 5G device? After that, restart the device and reinstall the app. When installing the Universal Add-on, please refer to the following article for step-by-step instructions:

Since the connection with your parent's laptop works without issue, we can confirm that your local setup on the LG Gram laptop is functioning properly. So, please try connecting from your LG Gram laptop to Samsung A15 5G device.

💡Please ensure that both your local and remote devices are running the latest version of TeamViewer and that the module has been restarted.

If the issue persists, could you let us know whether any error messages appear when you attempt to use disabled functions? If so, please share a screenshot of the message so we can investigate further.

Best regards,
Chisa

My Android, which used to work just fine to support my parent on their previous, Samsung Galaxy S10E, no longer fully works when trying to support them on their new Samsung Galaxy A15 G5.

My Android: Samsung Galaxy S21 5G, Android version 15.

I tried tonight using TeamViewer with my iPhone XR, iOS version 18.5.

The other day I tried using my LG Gram laptop, running Windows 11 Home, version 24H2.

I can get to the parent's phone, and only one or two of the app icons let me click on them.
In settings, I can't click the back arrow to go back.
I can't enter text into the search text field.
I feel really helpless and am more of a hindrance than a help to my parent.

I can support my parent on their desktop from my laptop just fine - and using TeamViewer is a lifesaver for them!

This used to work just fine with me supporting him on his previous S10E phone.

Do you have any other suggestions?