Quicksupport not starting session

My mother's Samsung Tab E has Quicksupport installed - we've used it some time ago -; now, even though both ends are running v14 I can't seem to open a session.

Her laptop shows up my list of connections and I have the option to take remote control using a password without issue. Althogh the Tab E shows up, there are no options. I can double click on the icon, I get Connecting, Authenticating, the remote end sees "Allow Support?", which is granted, then nothing...where are we going wrong?

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