Aurgent help

variandn

I was connecting to team viewer support app through my remote control to a customer Samsung phone the connection was cancelled before going through but then customer phone locked she can't unlock it it just have a voice saying device locked you shared screen how do I solve this

Chisa_R

Hi @variandn,

Welcome to the TeamViewer Community😊

To better understand your setup, could you please let us know the following information?

• The operating system and version of your local device.
  
  • Also, kindly ensure that your customer's Samsung device meets the requirements outlined in the following article:
    

Supported operating systems for TeamViewer

• The version of the TeamViewer Full Client installed on your device.
  • Keeping it up to date ensures optimal performance. You can refer to this guide for instructions: Update TeamViewer
• Could you please share the screenshot of the error message when the device is locked?
• What is the TeamViewer module that your customer has? TeamViewer remote control, Host, or QuickSupport?

Also, if you are a licensed user, feel free to contact our support team to get more personalised assistance:

Customer support | TeamViewer

We're looking forward to hearing from you!

Best,

Chisa