Acesso remoto

Hello, I installed Quick Support on a friend's phone and I can help you, I have access but I do not see the phone screen. And therefore I can not monitor it,
I have to say that once inside the phone at the top there is this, "PANEL, SCREEN CAPTURE, APPLICATIONS, PROCESSES, CONFIGURATION.
The REMOTE CONTROL tab does not appear.
This same application I install on my phone and all tabs appear.
Please could you tell me what is happening, any solution?
greetings and thanks.