Samsung Knox and TeamViewer

Hi all fellow Samsung users,

we are happy to share the exciting news with you that we’ve entirely revamped our mobile apps, and with that: We are now fully compatible with the Samsung Knox security platform!

What does that mean for you?

Direct connection through Knox: No additional AddOn for Samsung devices must be downloaded and installed!
Better connection performance!
Support for even more devices likes Galaxy A and M series!
New, fast, secure architecture!

Please allow me to invite you to update your TeamViewer QuickSupport and Host Apps on all Samsung Android Devices to ensure seamless remote connections to devices with Samsung Knox.

How to get the great new TeamViewer Apps?

Install or update your QuickSupport and/or Host Android mobile apps to the newest version:
1. You can do this easily through the Google Play Store app on your mobile.
2. Or, by downloading the QuickSupport or Host app directly from TeamViewer’s website: https://www.teamviewer.com/en/download/android/

That´s it! Now you can connect easily from your PC or mobile device using TeamViewer.

Note: Corporate and Enterprise customers can update their mobile devices directly through their Mobile Device Management or Enterprise Mobility Management solutions.

Note: After mid-January 2020, the Add-On: Samsung will be discontinued

We hope you are enjoying the new and updated apps and the seamless TeamViewer experience.

Thanks and best,

Esther

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Comments

cdqalice

Hi, @Esther

I have downloaded the Teamviewer Host (version 15.2.22 HM) for my Samsung phone (Android 8.1.0). It activated the remote control successfully (no add-on is needed), but the new problem is that the device just goes offline as long as the screen is locked. So it cannot realize the unattended remote control from another device. But the old version of Host does not have such problems.

Is there any solution to this? Or is there any new versions can be downloaded to fix this? Thanks!

Yogesh89

Hi,

I am able to connect to samsung mobile through PC.....even able to access and control apps on mobile but can't access apps which have disabled screenshots on their app (shows black screen)...... Earlier it was possible due to samsung Add on..... Please help

Pierre_Aberg

@JeanK

See the comments in this thread, this is still not working for our organisation and others that has commented.
For a supportdepartment like ours, this is an utter disaster. We are paying for a service that you basically broke when trying to make things easier for us.
When will we see another fix that actually works?

DFI

Ridiculous... we pay for a product that doesn't work... I have TeamViewer 15 and android host. Latest versions. Continually get a yellow android device in my computer list using TeamViewer fully licensed manager and android host. We are trying everything in settings found on your site but always issues. We get some many app and device related black screens. We can't use the screen lock, app like lexmark printer app setup we can reas the black screens. We face angry customers as we have to get then involved in the support. If the TeamViewer worked, we actually need the ability to do unintended support with their screen display frozen with a message stating under support contact your support team for help.... with an option for the customer to break session. So we can do support without the user seeing us work... That is required when the devices are sole purpose devices that we configure for the app process that we do not want our customers to see. These are all android Samsung Galaxy or Active PRO products running android 9 and 10.

Pierre_Aberg

We have the same problem as ashdroid.
A fix that we are currently testing out is a restriction policy that enables screensharing, however the policies we can create demands us setting a whole lot of other on/off-features.
Can you confirm that you are still working on a fix that makes sure that we don't have to use any inhouse restriction policies?

ashdroid

@JeanK

We are having the same issues with 15.2.41, as we have with the two previous releases. The new application now displays a disclaimer about screen capture being possible which you have to accept. We are then presented with a black screen. As stated previously our organisation actively blocks secure capture (as in taking manual screen shots) on the whole for users however the old version's of quick support, used in conjunction with the Samsung add-on worked even though screen capture was blocked.

We are using Android Device Admin with Intune.

Dolphe

Hello,
After the update here are these conclusions.
QS version 15.2.41 installed on Xcover4 and xcover4S terminals in work profil

- no blackscreens anymore
- remote support in personnal side => not working
- remote support in work profile => Working only if a work application is launched

for example impossible to go to the terminal settings.

Regards

Knox-Apollo

Hi all, attached the result after my current test:

System: Samsung XC4s OS9 in COPE mode (personal+work) , QS 15.2.41

QS installed in private area:
- no blackscreens anymore (private+work area) => ok
- remote support in private area => ok
- remote support in work area => not working

QS installed in work area:
- no blackscreens anymore (private+work area) => ok
- remote support in private area => not working
- remote support in work area => not working

System: Samsung XC4 OS9 in fully-managed mode (personal only) , QS 15.2.41
- no blackscreens anymore => ok
- remote support => ok

christopherime

"What I also saw, that QuickSupport needs two "new rights": Stay in front and we have to accept Streaming at every connection."

Hi,
I confirm, even with full authorisation for any App from MDM configuration, the "Stay in front" is not acknowledge et has to be manuelle done per devices.

SNeBLS

Hi @Delroy , Hi all

We use Microsoft Intune as our MDM/EMM/UEM with Samsung devices from Android 8 Oreo to 10 Q. Our situation is not 100% the same as yours - QuickSupport installed in the work profile:

We can control Work Profile Apps
We can even tap the App-Overview-, the Home- and the Back-Virtual-Keys or swipe down to see the menu.
We can't see or control SAP Fiori. I guess this is related to the Screenshot-Protection in SAP Fiori.
We can't control system apps or private apps

If we install QuickSupport in personal container, we can see and control all Apps (except SAP Fiori).
What I also saw, that QuickSupport needs two "new rights": Stay in front and we have to accept Streaming at every connection.

Regards
Sebastian

Delroy

Hey there,

as mentioned, YES the Blackscreen is gone... BUT we cannnot take control inside the work container. Using Airwatch/Workspace One MDM. No restrictions added.

Installed inside the personal container we can Controll everything...

It seems that there is still an issue with Knox container in genereal.

DELMAT

When will the hotfix for Teamviewer Host be released? We need to assign mobiles to our company account on Teamviewer. In the QuickSupport version, the user can grant remote access to any stranger to the work profile, which for us is unacceptable for safety reasons.

w4lter

Hello @JeanK

did you read my entire comment?

The new version of quicksupport (hotfix) is also broken, at least in our environment (mobileiron + android with work profile + samsung devices)

best regards

walter

JeanK

@Fran-Lima, @ccombe, @pghdev, @ajolt151, @pvcampbell, @hcstest

JeanK

Hello @USA, @lucassardelari, @christopherime, @t19670, @KINY, @w4lter, @adelavaud, @emmaster, @PHogeboom, @ashdroid, @px, @Knox-Apollo, @ERAG,

As @w4lter already mentioned, we released a hotfix for the Android QuickSupport app.
This hotfix should fix the issues mentioned in this thread. ?

Feel free to update your app on your devices, or to download the APK directly via our website.

We thank you all for your proactiveness and hope that all the issues you had are now fixed.

We are looking forward to reading about your feedback.

Happy connections!

Jean

w4lter

@DELMAT

we're talking about quicksupport.

host is still on 15.2.22

DELMAT

I dont see any update for Teamviewer Host, still 15.2.22

ashdroid

We are having the same issues with 15.2.41, as we have with the two previous releases. The new application now displays a disclaimer about screen capture being possible which you have to accept. We are then presented with a black screen. As stated previously our organisation actively blocks secure capture on the whole for users however the old version's of quick support, used in conjunction with the Samsung add-on worked even though screen capture was blocked.

w4lter

new version (15.2.41) shoud fix the black screen.

on android 10, that's correct, the black screen is gone, but -> we can't control the device. there is also a new popup information: exposing sensitive info during casting/recording (maybe that's the point?).

on android 9, there is still a black screen...?

are you guys have the same issues with the new update?

best regards walter

ashdroid

@JeanK @Esther

I've been testing version 15.2.37 within our MDM solution - Microsoft Intune. Our devices are currently enrolled under Android Device Admin. The previous versions of Quick Support (with the Samsung add on) worked fine but since the consolidated version was released, we get presented with a blank screen when connecting to the phones.

The configuration policies within our organisation actively block screen capture, to safeguard corporate data however if this setting is allowed, the latest version of Quick Support (15.2.37) no longer displays a blank screen and works as expected. So from my observation, the fundamental change is that the new application needs screen capture to allowed , whereas the previous versions didn't.

We are not in a position to allow screen capture so I wonder if this can be looked into further

Raimy

Dear team TeamViewer,

Since update 15.1.24 we are unable to take over devices when starting TeamViewer from our work profile. After we established a connection, as soon we want to try anything, the screen will turn black.
After the new update 15.2.37 it still doesn't work.

When starting TeamViewer from the private profile (no restrictions) TeamViewer will work. But it stops working when you try to open 1 of the apps in the private profile.

We use as MDM mobileIron. We contacted them, but we were being told to contact you.

I noticed multiple organisations are having this problem: https://community.teamviewer.com/t5/Mobile/Samsung-Knox-and-TeamViewer/td-p/78956

I hope i gave enough information and I hope to hear from you soon.

Kind regards,

Raimy

christopherime

@JeanK @Esther

Just tested with the latest version:

Still blackscreen with either Host or Quicksupport

Desktop:

Teamviewer: 15.1.3937

Android:

Quicksupport 15.2.37

Host: 15.2.22

Hardware:

Model: SM-T395

Android 9

Base: T395XXU6CSL1

Android Enterprise full managed (no mix work / private profil)

Delroy

@JeanK Tested the new update:

Personal space installation via AfW no Problem/no blackscreens.
We can switch into all worked managed apps w/o problems.
Tested on Note10+ with Android10

Update: Tested with Samsung A50 and Android 9, still not usable. Blackscreens everywhere. No navigation possible.

Using the latest version in the Workspace we still get the usual blackscreen. Switching into an app like Mails or Calendar it appears and we can remotely navigate. So, in App navigation works but we cannot see the Workspace at all.

Using MDM Workspace One with Android for Work.

Cheers

emmaster

Android QuickViewer Version 15.2.37 released at 28th January.
Tested onto Android Enterprise enrolled devices with the latest firmware and the latest TeamViewer for Windows V15.2.2756.0:
Samsung Galaxy S8 (Android 9):
Private Access: OK,just private Apps and System can be accessed and controlled
Work Access: Not OK > after connection is established to QuickViewer, trying to switch to any app result in a black screen no way to access any work app!
Samsung Galaxy S10 (Android 10):
Private Access: OK? Private $ Work Apps and System can be accessed and controlled (whole system accessible, this is what support keeps simple ;-))
Work Access: almost OK, after connection is established access to just Work Apps is working for a short time. Switching through Work Apps results sometime in a black screen.

JeanK

@Delroy

As mentioned in our previous post:

We are working closely with Samsung to find a solution as soon as possible. We will keep you posted in this thread.

We apologize for the inconveniences caused. and thank you in advance for your understanding.

Best regards,

Jean

Delroy

But what is the plan for the Future @JeanK ?

You did not provide any feedback to the actual problem.

JeanK

Thank you for your message @Delroy.

As the whole Add-on system is not working anymore, we cannot provide you with a rollback.

We thank you in advance for your understanding.

Best regards,

Jean

Delroy

@Esther @JeanK Sadly this is still not working

We use Workspace One MDM and Android for Work.
As soon as we connect and minimize the App we get a Blackscreen. No matter where the app was started.

If the user Switches into an App we can steer the App but not the whole Device.

We tested it with Samsung A50, S10e, S10 and Note10+. Regardless of a fresh install or a newly one.

Is it possible to give us a Rollback or something?

apollard

Can you provide a prior downgrade version we can utilize through the play store or side load on our affected devices until this is resolved? I see posts dating back 3-4 weeks and am concerned on a timeline even though this is a known issue.

emmaster

May this is only correct for Android 9 and below?

Because I tested on a Samsung Galaxy S10 SM-G973F with latest official Android 10 update:
Using the QuickSupport App from private profile let me access the Work Profile and Apps