App hangs when trying to setup on iPhone 8

Greetings - 

I'm trying to debug a scenario where my user is simply trying to get the QuickSupport app setup on her iphone 8. Latest apps installed. When she first runs it, she gets the screen at the end of this clip. It's locked. She can't tap on anything. The overlay titles "Initial setup for screen sharing" is modal and there appears to be no way to move past this. Any idease? We've both uninstalled the app and redownloaded.... I don't get this (on iPhoneX). She does.  We're already added the Control Center(?) icon for screen recording, as you can tell since we got her to grab this clip. 

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Thank you!