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Posted by bha1
Photon

Can view but Can't control Motorola phone with QucikSupport

I can view the screen on my motorala mobile but I can't control it from my PC. It is showing that "this device only supports screen sharing mode". How can I remote control my moto phone

37 Replies
37 Replies
Posted by Senior Moderator Senior Moderator
Senior Moderator

RE: Can view but Can't control Motorola phone with QuickSupport

Hi @bha1

Thank you for your post.

Please have a look at this post 

Cheers

Did my reply answer your question? Please accept it as a solution to help others, Thanks.
Reyhan
Posted by TeamViewer Staff
TeamViewer Staff

Re: Can view but Can't control Motorola phone with QucikSupport

Hi @bha1

With today´s TeamViewer release we now provide remote control for Motorola devices.

This feature is available for all new Motorola devices (e.g. Moto Z2 Play, Moto E (Plus) 4th Gen) and all devices that get an update to Android 7.1.1.

Users will be asked to grant a special access after installing our Android Host/QuickSupport app.

Motorola_QS_1.jpg

Motorola_QS_2.jpg

Enjoy the new feature! 

Best,
Reinhold

Product Owner
Posted by IT_Service
Photon

Re: Can view but Can't control Motorola phone with QucikSupport

It doesn't ok for me...

Motorola Moto E4 Plus, Android 7.1.1, QuickSupport or Host : this question about Special Access never appear...

Posted by aasoror
Trigon

Re: Can view but Can't control Motorola phone with QucikSupport

Same here (moto E4, 7.1.1).

Here is a question that I posted on another thread and didn't get an answer for, is it true that you need a premium/coorporate license as well as 7.1.1 running on your moto to get remote control to work from TV QS/Host ?

Thanks,

Posted by aasoror
Trigon

Re: Can view but Can't control Motorola phone with QucikSupport

@Reyhan any thoughts about my question above, your feedback is appreciated. 

Thanks,

Posted by Senior Moderator Senior Moderator
Senior Moderator

Re: Can view but Can't control Motorola phone with QucikSupport

Hi @aasoror

I am pleased to help you. You need a license for commercial usage.

If you establish a connection to QS-Moduls or Host-Moduls at work you also need a license.

I hope this information helps you.

Did my reply answer your question? Please accept it as a solution to help others, Thanks.
Reyhan
Posted by aasoror
Trigon

Re: Can view but Can't control Motorola phone with QucikSupport

@Reyhan, thanks for your reply, I am not using TV for work/business so my question is regarding personal (non commercial) users.

Let me rephrase, should personal users be able to remotely control moto E4 running Android 7.1.1 or is that functionality reserved only for business users holding premium/corporate licenses ?

Thanks again.

Posted by Senior Moderator Senior Moderator
Senior Moderator

Re: Can view but Can't control Motorola phone with QucikSupport

Hi @aasoror

Thanks for your reply. Fortunately, this functionality is free for private user as well as TeamViewer. :smileyhappy:

Did my reply answer your question? Please accept it as a solution to help others, Thanks.
Reyhan
Posted by aasoror
Trigon

Re: Can view but Can't control Motorola phone with QucikSupport

@Reyhan

Thanks for the reply, with that cleared up we can concentrate on why its not working as its supposed to, between this and the other "ideas" thread there is few people reporting getting stuck in "screen sharing" mode with no "remote control" abilities on both G4 and E4 running Android 7.1.1 so in theory it should work, but practically we don't get the "allow special access" dialogue box during QS/Host installation, I have also checked "special access" section (under Settings -> apps -> options) and "Host" isn't listed under "Device Administrators" or any other "privileged" access app group.

Is TV aware of the issue ? are you actively looking into it ? is there anything that we can do on our end to help ? do you need logs ?

Thanks,

Posted by aasoror
Trigon

Re: Can view but Can't control Motorola phone with QucikSupport

@Reyhan

Any thoughts ?

Thanks,

Posted by aasoror
Trigon

Re: Can view but Can't control Motorola phone with QucikSupport

@Reyhan,

Any updates ?

Thanks

Posted by TeamViewer Staff
TeamViewer Staff

Re: Can view but Can't control Motorola phone with QucikSupport

Can you please send us a screenshot of your 'About Phone' menu so that we can evaluate this further with the manufacturer?

Best,
Constantin

Constantin Falcoianu
Director, Business Development

TeamViewer GmbH * Jahnstr. 30 * 73037 Göppingen * Germany
Registration AG: Ulm HRB 534075
CEO: Andreas König, CFO: Dr. Thomas Nowak
Posted by aasoror
Trigon

Re: Can view but Can't control Motorola phone with QucikSupport

@Constantin

Thanks so much for the reply.

Find the screen shot attached below

3338917_original.jpgMoto E4 VZW

Posted by aasoror
Trigon

Re: Can view but Can't control Motorola phone with QucikSupport

@Constantin any updates ?

Thanks,

Posted by TeamViewer Staff
TeamViewer Staff

Re: Can view but Can't control Motorola phone with QucikSupport

Yes we talked to Motorola. As those are devices from the US they do not have this functionality yet unfortunately. So there is no possibility for us to get remote support on them for the moment but we are working to cover those devices in the future as well.

Best,
Constantin

Constantin Falcoianu
Director, Business Development

TeamViewer GmbH * Jahnstr. 30 * 73037 Göppingen * Germany
Registration AG: Ulm HRB 534075
CEO: Andreas König, CFO: Dr. Thomas Nowak
Posted by aasoror
Trigon

Re: Can view but Can't control Motorola phone with QucikSupport

That's unfortunate.

But thanks for the reply @Constantin, its appreciated.

Regards

Posted by rnbaker
Digon

Re: Can view but Can't control Motorola phone with QucikSupport


@Constantin wrote:

Yes we talked to Motorola. As those are devices from the US they do not have this functionality yet unfortunately. So there is no possibility for us to get remote support on them for the moment but we are working to cover those devices in the future as well.

Best,
Constantin


Hello @Constantin

Do you have a timeline on this or anymore info as to when this functionality will be added to the Moto E4 phones?  Or, should we expect it not to happen anytime soon or ever? 

Also, why aren't specific models listed on this page (or models and Android OS combinations with issues)?

https://community.teamviewer.com/t5/Knowledge-Base/Supported-manufacturers-for-remotely-controlling-...

I bought a Moto E4 specifically because Motorola and Lenovo are on that list and thought you supported all of their phones (from the past few years at least) and now I am concerned that the next phone I might buy might have the same issue.  This is very bad because this is an incredibly popular phone in the US and many other customers might make the same error I did.

Thanks.

Posted by aasoror
Trigon

Re: Can view but Can't control Motorola phone with QucikSupport

@rnbaker The issue seems to be specific to the E4 (VZW?) E4 Plus (VZW) works fine.

@Constantin Do you mind elaborating further ? is it a problem with all E4's or just the ones from VZW ? are you missing VZW system signage keys for the E4 firmware ? why does the E4 Plus from VZW works with TV just fine (Same US wireless provider).

Any insights would be appriciated.

Posted by rnbaker
Digon

Re: Can view but Can't control Motorola phone with QucikSupport

Hi @aasoror

Thanks for the info...Are you sure the E4 Plus works with TV?  Do you have a link or something that confirms this?  Also, I tried an unlocked, non-Verizon E4 and it didn't work either.  Thanks again.

Posted by aasoror
Trigon

Re: Can view but Can't control Motorola phone with QucikSupport

@rnbaker, this is good information, now we know its not something related to a specific carrier but rather an issue with the Motorola generic firmware itself.

The E4 plus confirmation was from a community member.

@Constantin after further investigation, seems the app requests a premission that is undefined on the Moto E firmware.

 declared permissions:
com.teamviewer.host.market.permission.C2D_MESSAGE: prot=signature, INSTALLED
requested permissions:
android.permission.RECEIVE_BOOT_COMPLETED
android.permission.ACCESS_NETWORK_STATE
android.permission.INTERNET
android.permission.WAKE_LOCK
com.google.android.c2dm.permission.RECEIVE
com.teamviewer.host.market.permission.C2D_MESSAGE
com.android.remotecontrolservice.REMOTE_CONTROL
android.permission.ACCESS_WIFI_STATE
android.permission.WRITE_EXTERNAL_STORAGE
android.permission.READ_EXTERNAL_STORAGE
android.permission.CHANGE_WIFI_STATE
android.permission.BLUETOOTH
android.permission.GET_PACKAGE_SIZE
android.permission.KILL_BACKGROUND_PROCESSES
android.permission.INJECT_EVENTS
android.permission.CAPTURE_SECURE_VIDEO_OUTPUT
android.permission.CAPTURE_VIDEO_OUTPUT
install permissions:
com.google.android.c2dm.permission.RECEIVE: granted=true
com.teamviewer.host.market.permission.C2D_MESSAGE: granted=true
android.permission.RECEIVE_BOOT_COMPLETED: granted=true
android.permission.BLUETOOTH: granted=true
android.permission.INTERNET: granted=true
android.permission.GET_PACKAGE_SIZE: granted=true
android.permission.CHANGE_WIFI_STATE: granted=true
android.permission.ACCESS_NETWORK_STATE: granted=true
android.permission.KILL_BACKGROUND_PROCESSES: granted=true
android.permission.ACCESS_WIFI_STATE: granted=true
android.permission.WAKE_LOCK: granted=true

So the following requested permissions was not granted:

android.permission.READ_EXTERNAL_STORAGE
android.permission.WRITE_EXTERNAL_STORAGE
android.permission.CAPTURE_SECURE_VIDEO_OUTPUT
android.permission.CAPTURE_VIDEO_OUTPUT
android.permission.INJECT_EVENTS
com.android.remotecontrolservice.REMOTE_CONTROL

Of these I was able to manually grant the external storage permissions manually.

I wasn't able to add the video output and inject event permissions due to security limitations (stock firmware not rooted).

Now more notably is the result I get when trying to grant the remote control permission.

Bad argument: java.lang.IllegalArgumentException: Unknown permission: com.android.remotecontrolservice.REMOTE_CONTROL

So I think it all boils down to the REMOTE_CONTROL permission, if this permission is not defined at the firmware level I am not sure how will TV get around it.

 

Posted by rnbaker
Digon

Re: Can view but Can't control Motorola phone with QucikSupport

@aasoror  Thanks for all the great info...Yep, I bought the prepaid Verizon version first because it was so cheap and can be unlocked and noticed you had a Verizon version also so got a non-Verizon version the next day just hoping it was Verizon model specific. 

Unfortunately, it wasn't.  I just bought an LG Stylo 3 for the moment (and tried the Samsung J3 Emerge and worked very well with TV but it just didn't have enough RAM for my purposes) and should be here in a few days and think I should be set for the moment with that model. 

However, I am going to need quite a few more phones over the next few months so really hope that Motorola/Lenovo will upgrade the Moto E4 firmware so I can purchase them like I originally intended.  That said, maybe Motorola wants customers to buy their higher end models for this type of functionality so I am not going to hold my breath.

Posted by aasoror
Trigon

Re: Can view but Can't control Motorola phone with QucikSupport

@Constantin Any feedback ? is the debug info I posted of any use to you ?

Thx

Posted by ConAir
Digon

Re: Can view but Can't control Motorola phone with QucikSupport

Hi @Constantin

Is there an update. Esther pointed me to this thread as I have a European Moto E4 running 7.1.1.

Teamviewer does not allow control and reverts to screen sharing only.

I had asked Esther for a list of confirmed compatible devices as the press release and information on compatibility on your site is wrong.

Is there an update?

Posted by aasoror
Trigon

Re: Can view but Can't control Motorola phone with QucikSupport

Hello @ConAir

Thanks for contributing, this is very usefull information, so what you have just confirmed is that the issue isn't with the US version of E4, same issue exists with the EU version as well, so I guess if teamviewer wanted to invistigate this further they can without much trouble as it seems there is no E4 that supports remote control at all.

Thanks again, hopefully this new information can get TV to see whats going on, E4 is a new phone and is gaining customer base daily, its very disappointing that its missing critical TV support (despite the TV press release saying otherwise).

 

Posted by ConAir
Digon

Re: Can view but Can't control Motorola phone with QucikSupport

Hi, I thought I would give some information that may be useful to you all.

Whilst testing the E4 I rooted and then attempted to unroot. My unroot attempt failed which caused me to reflash stock firmware using the sp flash tool with firmware (Android 7.1.1) version MOTOROLA_E_NMA26.42-75_ROW.

This version is Russian (language can be changed at initial boot), but works with my device XT1762. This version has the special access menu and TeamViewer worked. It's not ideal and may not work for everyone, but hopefully, this helps. I would put links but I fear they may be blocked, so search for E4 unrooting and that ROM version above.

Things you will need

Windows machine

SP Flash tool V5.1628_Win

Vcom Drivers.

ROM file - MOTOROLA_E_NMA26.42-75_ROW

---------------

Install Vcom drivers

Start SP flash tool and browse for the scatter loading file.

Select MT6737M_Android_scatter.txt

Put phone into fastboot (Download) Mode and connect.

Click download in sp flashtool

Good luck.

Posted by aasoror
Trigon

Re: Can view but Can't control Motorola phone with QucikSupport

This is good info, unfortunately not many of us can make use of the Russian firmware due to Carrier locked bootloader.

Seems TV has no interest in pursuing this further, devs are not even replying with any info that we can use to push Motorolla to release a fix :smileyfrustrated:. 

Posted by GTW
Henagon

Re: Can view but Can't control Motorola phone with QucikSupport

Constantin,

Any update on this issue?   We just switched my 86 year old Mother from an iPhone to an Android 7.1.1 Moto e4 because the iPhone 6S would not allow full remote control.... and now we run into this problem AGAIN!! :D  yikes...   WE LOVE TEAMVIEWER!!!   

I have had no problem with my older LG Android phone (android 4.1.2), nor my cheap Insignia Android Tablet (Android 6.01), both running the same versions of HOST (13.0.7847) , which is also the same version of HOST on my Mom's new Sprint MOTO e4 phone.   

There is a QuickSupport Add-on for my LG phone, QS Add-on LG version 12.1.7042, and there is also a QuickSupport Add-on for my Insignia Tablet , QS Add-on AOSP 14 version 11.0.5583.

But I do not see a specific QS Add-on for the Moto e4, so it is using the "standard" QS version 13.0.7847.

So, are there any updates?   Is this a Motorola Firmware issue (still) ?   OR is Teamviewer not interested in supporting Moto e4 phones?  Or is Teamviewer in process of fixing this?  

I just want to know the status, and where the issue lies, before I contact Motorola & give them some **bleep**, I might still know some executives there, I was in Telecom / Cellular for about 30 years working all over the world :D.... so maybe I can apply some pressure , maybe... but I would like to know if Teamviewer is interested in fixing this, and where they are in the process.

Thanks so much.... !!!!

Mark

Posted by aasoror
Trigon

Re: Can view but Can't control Motorola phone with QucikSupport

Its not a TV issue, there should be no specific control module for the moto E, with Android 7.x there should be just proper permissions implemented in the firmware so once you grant it to the QS app you don't need an additional app (addon) for remote control functionality.

Its evident from this thread that issue is not US firmware specific, its an issue of all moto E firmwares (except for the Russian variant), and its also evident that TV has no interest in getting this sorted out with Lenovo.

Posted by Dino2
Henagon

Re: Can view but Can't control unihertz jelly pro phone with QucikSupport

Hey,
I have ordered phone jelly pro from ebay , and I tought it can open quicksupport with pc and let me to do whatever I want to do with device, while Im reading those posts, I can see that it will probably doesn't work. What should I do?? Can you resolve this problem for me as soon as posiblle?
Thanks
Posted by aasoror
Trigon

Re: Can view but Can't control unihertz jelly pro phone with QucikSupport

Can they resolve this problem for you as soon as possible ?

Not sure you have noticed that this thread started in March 2017 and remains unsolved as of right now :)

But if your jelly pro is not a moto phone you might want to create a different thread and see if you will have a better luck.

Posted by Dino2
Henagon

Re: Can view but Can't control unihertz jelly pro phone with QucikSupport

Why they cant resolve this problem? Please do it.
Posted by deadsoulkoh
Electron

Re: Can view but Can't control xiaomi redmi 5 plus

Icant control the device but i can view

Posted by Lausi
Electron

Re: Can view but Can't control Motorola phone with QucikSupport

I have a Motorola Moto G (3rd Gen.) on Android 6.0.1.

I can view, but I can not control. I don't get the permission request and I can not find a Motorola Add-on in the PlayStore.

When trying to install the add-on through the TV preferences, it doesn't lead me anywhere.

Any idea how I can get control over the Moto G?

Posted by harold3212
Digon

Re: Can view but Can't control Motorola phone with QucikSupport

Yes we talked to Motorola. As those are devices from the US they do not have this functionality yet unfortunately. So there is no possibility for us to get remote support on them for the moment but we are working to cover those devices in the future as well.

Posted by jfchandler
Henagon

Re: Can view but Can't control Motorola phone with QucikSupport

FWIW, I've wandered into this thread now in Oct. 2019, and TV still won't work on my U.S. Motorola e4 running Android 7.1.1., with my model being an unlocked Amazon version. I get only screen sharing.

--no remote functionality at all

--no Motorola QS add-on for my phone either in the Play Store or via the settings menu of the QS app itself

To me, it's pretty disingenuous of TV to put out lists saying they support Motorola phones, and then find out that MANY users of MANY different models of Moto phones have no remote functionality at all.

And now, some 2 years after this thread was started and TV folks talked about working to address the problem and expand support to more phones, the U.S. E4 variant is still a DEAD issue where TV offered no remote capability.

And TV reps obviously have ceased even responding to comments in this thread.

Posted by aasoror
Trigon

Re: Can view but Can't control Motorola phone with QucikSupport

There is nothing TV devs can do, they already said TV were brushed off by Motorola (Lenovo), they aren't willing to do more work on such cheapo entry level phone (it's even surprising they followed up with about two years of security updates).
Posted by jfchandler
Henagon

Re: Can view but Can't control Motorola phone with QucikSupport

Except, if you read thru the various forums and threads, this TeamViewer problem isn't just limited to the Moto E4, but to lots of other models of Moto phones as well... And yet, TV continues to list the Motorola brand as being supported.

They've been asked repeatedly, here and elsewhere, to post a list of specific phone models or OS versions/variants that really are fully supported for remote control. And they've never responded to that. And they've never even added any caveat to their stock phone manufacturers list advising that Moto isn't quite as supported as users might be led to believe.

All in all, I'd call it a pretty shoddy performance on their part. Not blaming them for the fact that apparently lots of Moto phones don't have the required firmware elements to properly support TV remote control. But instead, how they've basically misled TV customers and phone buyers into believing various phones are TV supported when in fact they're not.