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no remote control

Frans Millevoi

I used to help my brother in law with problems on his Samsung smartphone via Quick Support. Since a few days I can connect to his phone, but remote control doesn't work anymore. The only thing that is possible for him is to type a message for me, but I cannot do anything on his phone

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Chisa R

Hi @Frans Millevoi,
Thank you for the update. We’re glad to hear the issue has been resolved.
Feel free to visit our Community again anytime!

Best,

Chisa

Frans Millevoi

Hello Chisa,

This morning my brother in law went to the store where he bought his Samsung smartphone. One of the employees has ensured that I am now able to control his phone remotely. So the problem is solved.

Best,

Frane01

Frans Millevoi

Hello Chisa,

My brother in law has also a laptop with operating system Windows 11. I can easily connect to that device and remote control is available.

Best,

Frane01

Chisa R

Hi @Frane01,
Thank you for your additional information.

At this point, if you have another device at hand (let’s call this Device A), you can try connecting from your Windows 10 computer to Device A. This will help determine whether the remote‑control issue is coming from the Windows 10 device. Similarly, you can use Device A to connect to the affected Samsung Galaxy A36 5G to check whether remote control works during that session.

After testing both directions, you should have a better idea of which device, your Windows 10 machine or the Samsung Galaxy A36 5G, is more likely causing the issue. From there, you can focus on troubleshooting that specific device and its TeamViewer module.

Please carefully double-check the troubleshooting steps we shared earlier, and if the issue still persists, there is a possibility that the device may not be compatible with the remote‑control feature. It can be difficult to identify the exact cause without examining the case individually.

If you have a paid TeamViewer license, please feel free to submit a ticket to our support team so they can take a closer look.

We hope the suggestions above, along with another careful round of testing, help you move closer to resolving the issue.
Best,

Chisa

Frans Millevoi

Hi Chisa,

I can look at the screen of my brother in law's smartphone, but remote control is not available. When I click on his screen, I see a sort of finger that indicates the spot I clicked on. I have found out that the Universal Add-On was installed on his Samsung smartphone. As far as MDM is concerned, I do not intend to use unattended access.

Best,

Frane01

Chisa R

Hi @Frane01,

To reply to your previous post: yes, we recommend trying to install the Universal Add‑On on the Samsung Galaxy A36 5G.
As stated in the following article, in some cases installing the add‑on may resolve the issue and allow you to remotely control your Android device: https://www.teamviewer.com/en-au/global/support/knowledge-base/teamviewer-classic/mobile/android/supported-manufacturers-for-remotely-controlling-android-devices/#:~:text=If%20the%20remote,On%20for%20Android

Please note that MDM is required when setting up unattended access on certain Samsung devices.
Are you trying to set up unattended access or attended access?

Best,

Chisa

Frans Millevoi

Hello Chisa,

I found out that the operating system on my brother in law's smartphone is Android version 16. This means that MDM needs to be configured for remote control. See: https://www.teamviewer.com/nl/global/support/knowledge-base/teamviewer-remote/mobile/set-up-remote-control-for-samsung-knox-devices-via-your-mdm/

Best,

Frane01

Frans Millevoi

Hello Chisa-R,

My brother in law has a new Samsung Galaxy A356G. According to a list provided by TeamViewer this smartphone doesn't need the universal Add-On. Do You advise to install this Add-On anyway?

Chisa R

Hi @Frane01,

Thank you for the additional information.
Could you please double‑check that the Universal Add-On is properly installed on the Samsung device?
When doing so, please follow the steps in the following article carefully to ensure everything is set up correctly: Universal add-on for Android

Also, please make sure once again that TeamViewer on both the local and remote devices is fully up to date, as this helps prevent unexpected hiccups. The current versions as of April 1st, 2026 are 15.76.3 for Windows and 15.75.90 for Android.

After completing the checks, please try initiating an attended access session. When you attempt to start the remote-control connection, does any pop‑up notification appear on the Samsung device asking the end user to allow remote access? The end user must manually approve this prompt before the remote-control session can begin.

Here are relevant articles:

We hope this helps!
best,

Chisa

Frans Millevoi

Hello Chisa,

My partner did a new installation of Quick Support on the Samsung smartphone and I opened the advanced settings and saw that full access was chosen. Remote control is still not available.

Frans Millevoi

Hello Chisa,

Thank You for your answer.

Chisa R

Hi @Frane01 ,

Thank you for the clarification!
During the process of transferring data from the old Samsung device to the new one, some data in the QuickSupport app may not have been properly carried over. To eliminate this possibility, please uninstall the QuickSupport app on the new Samsung device and then reinstall it. If prompted to install the add-on, please do so as well.

The next step we invite you to double-check is the settings in the full client app on the Windows 10 device.
Please go to Settings > Advanced settings > Open advanced settings > Advanced, and then select Full access under Advanced settings for connections to other computers. Don’t forget to click OK to apply the changes.

Now, please try the remote-control session again. Let us know how it goes!

Best,

Chisa

Frans Millevoi

Hello Chisa_R,

I am using Windows 10 on my computer and my brother in law uses the latest Android version on his new Samsung Galaxy A365G. I could always get remote control on his old phone, but the last time I tried to get remote control on that one, I was asked to install an extra Team Viewer add on the phone. My brother in law ended the connection by mistake and after that I wasn't able anymore to connect to the old phone. Since a week he has the new Samsung phone and I can connect, but there is no remote control available.

Best regards,

Frane01

Chisa R

Hi @Frane01,

Welcome to the TeamViewer Community!
Thank you for your question about the remote‑control feature.

Before we dive deeper, let’s double‑check a few simple points:

Please ensure that the TeamViewer modules on both the local and remote devices are updated to the latest version and restart the TeamViewer service afterward. You can find more information here: Update TeamViewer
Restarting the devices and/or updating the device operating systems can sometimes resolve temporary issues like this, so please try this on both devices.

If the issue continues, we’d like to gather a bit more context to support you further. Please let us know:

What is the Operating System of both the local device and the remote device?
This helps us provide accurate troubleshooting steps.
Just before you lost the remote‑control feature on the Samsung device, did anything unusual happen on either the local device or the Samsung device?

Let us know how it goes!😉

Best,

Chisa

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