Unable to connect

Question

I have an Autel IM508, I used remote desk on it before.

When I load it, my ID populates. [removed per Community Guidelines]

I load TeamViewer on my iPhone (16 pro max) fyi app is up to date.

When I try to connect, I receive the following error.

I've done everything I can, but have not been able to get it to work.

I don't and have never used it for commercial use, but I feel like it's blocked.

If anyone can help, please reach out.

I also can connect to my other tablet (Xhorse Key Tool Plus) and team viewer works using my phone with no issues.

Ying_Q · Answer

Hi @Jacob Pherreigo,

Thanks for sharing further details about the device and the recent connection.

Based on the successful remote connection and the screenshot from your Autel device, we can see that the TeamViewer QuickSupport app installed on your Autel device is the pre‑installed version provided by Autel. This app is configured by Autel with specific security policies, which restrict remote connections to those authorized by Autel only.

In other words, the TeamViewer QuickSupport app on Autel devices is working as expected; however, any unauthorized remote connection attempts will be rejected due to these security settings.

Best,

Ying_Q

Jacob Pherreigo · Answer

hi @Ying_Q

There is no option to update the app or tablet, but I did reach out to Autel and they were able to remote in with no issue. (see the photo below).

Is there anything else that could be preventing it from working properly?

Warm regards,

Ying_Q · Answer

Thanks so much for providing a detailed reply! @Jacob Pherreigo

The screenshot indicates that both the QuickSupport version and the Android version are outdated. TeamViewer now requires the device running Android 8 or later for software compatibility.

Is it possible for you to update the operating system version and also the QuickSupport app on the device?

Best,

Ying_Q