QuickSupport on parent's Samsung

Trying to support my parent on their new Samsung A15 5G. Had to install and turn on Universal Add On. I'm on an Android (and sometimes iPhone) running TeamViewer, and they are running Quick Support.

I still can't press most icons on the phone, or swipe from page to page, or click to enter text. What do I need to do to support their phone? (I'm hesitant to install Host if I can't get Quick Support to work with the Add On. I don't see the Host app on the iPhone App Store.)

Should I be able to support their Android from my Windows laptop? From there, I also can't do any real work on their phone.

What do I need to do to fully work on my parent's Android?

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Chisa_R

Hi @SupportingMyParent,

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:

Universal add-on for Android

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

SupportingMyParent

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?

Chisa_R

Hi @SupportingMyParent,

Welcome to the TeamViewer Community 😊

To ensure full functionality with TeamViewer Remote, both the operating system and—if you're using an Android mobile device—the manufacturer must be supported.

Could you please let us know the operating systems of the devices you're using to connect to the Samsung Galaxy A15 5G? Specifically:

Your Android phone (please let us know the manufacturer too)
Your iPhone
Your Windows device

Here’s the complete list of supported operating systems and Android manufacturers:

Supported operating systems for TeamViewer

Supported manufacturers for remotely controlling Android devices

Meanwhile, please try the following troubleshooting steps on both ends of the remote session:

Make sure the TeamViewer applications are up to date:
Update TeamViewer
Restart the TeamViewer modules on both devices. Here's an instructional GIF for Windows.Restart TeamViewer
Check if the operating systems of both devices are up to date.
Restart both devices

Let me know how it goes! 😊

Best

Chisa

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