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Posted by ebeighe
Digon

Can no longer view or control my android phone w/quicksupport

Moto X4; 

Quicksupport worked just fine about 6 months ago, which at the time was android 8

I had recently deleted and reinstalled QS. No good. The phone is now Android 9 / Pie.

When the dialog about special access permissions appears, touching "open settings" nothing happens and QS just waits for connection.

The remote side can connect (chat works, as does request screenshot, apps, dashboard, etc) but cannot "see" the screen or remote control.

The remote control sceen just always says "connecting to x xxx xxx xxx..."

It feels like a permissions thing; but I don't see any other choices/ ?

1 Accepted Solution

Accepted Solutions
Posted by Moderator Moderator
Moderator
Solution

Re: Can no longer view or control my android phone w/quicksupport

Hello there, 

thanks to all for your patience and keeping track of this thread.
We still do not have any news, sorry. 

As soon as something changes, we will inform you.

Thanks for your understanding

Have a nice day, Alena

Spanish Community Moderator

If my reply answered your question, help out other users and click the Accept as a Solution  button below. You can also say thanks by clicking on the Thumbs Up button!
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View solution in original post

62 Replies
Posted by manullord
Henagon

Re: Can no longer view or control my android phone w/quicksupport

Hi, same here, once udated my Motorola One to Android P, I cannot make teamviewer work as before with Android 8.1

It seems the new Android is missing the 'Special Access' option

 

Posted by Maxisanturba
Henagon

Re: Can no longer view or control my android phone w/quicksupport

alternative to quicksupport?
Posted by pbrm
Photon

Quicksupport Motorola G7 Plus with Android 9

Hi all,

When downloaded on the phone a pop up appears in the Quicksupport app to go to the settings to give the app extented permissions, but nothing happens. I can't find any possible setting to give the app extended permissions. So remote control is not possible.

What could be the problem. ??

Thanks in advance

Posted by Jasper_Harms
Photon

Re: Quicksupport Motorola G7 Plus with Android 9

Same issue here. We switched from using the G6 to the G7 and we are no longer able to get Quicksupport working. The permissions don't seem to work the same way with Android 9.0

Posted by wweustink
Henagon

Re: Quicksupport Motorola G7 Plus with Android 9

Problem also for the Moto G7 Power.

Posted by sp_sg
Electron

Re: Quicksupport Motorola G7 Plus with Android 9

Have the same problem when upgraded to Android Pie 9.0 on moto g6.

Everything was working well before the upgrade and got used to the ease of use of teamviewer remote control to help my mother. Now I cannot use it at all after the upgrade. So anybody who is thinking of upgrading their moto phones to Android 9 and want to use TeamViewer, beware.

Waiting for a quick resolution from either moto or teamviewer teams.

 

Posted by heyfernand
Digon

Re: Can no longer view or control my android phone w/quicksupport

Same issue here Motorola z3 Play, "TeamViewer quicksupport" and "TeamViewer Host" no longer work after the phone was updated to Android 9 pie.

There's no button to allow & give the server special access
Posted by gregghill
Digon

Re: Quicksupport Motorola G7 Plus with Android 9

My wife's Moto G6 works perfectly. I just got my Moto G7 today, adn I cannot get to whatever screen it needs to give the specified permissions. Exact same problem as you folks have!

Aaaaarrrrrrggh!

Gregg

Posted by Moderator Moderator
Moderator

Re: Can no longer view or control my android phone w/quicksupport

Hello @heyfernand , @ebeighe , @Maxisanturba  and @manullord

thank you for your posts. As commented in this earlier post about android devices, there seems to be an issue with android 9.

We are recording the cases and forwarding them to our developer team. I will keep you updated as soon as I have more Information.

Sorry for the caused inconvenience.

Have a nice day!

Alena

 

Spanish Community Moderator

If my reply answered your question, help out other users and click the Accept as a Solution  button below. You can also say thanks by clicking on the Thumbs Up button!
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Posted by anfield147
Henagon

Re: Can no longer view or control my android phone w/quicksupport

Same issue here, any idea on when this will be fixed?

Want to use the mobile license however without this feature it's not worth paying for.

Posted by LewisJhunyor
Photon

Re: Can no longer view or control my android phone w/quicksupport

Same here with Motorola one!
Posted by ferrydekker
Digon

Re: Can no longer view or control my android phone w/quicksupport

Same problem here. On my Motorola g6 Plus it worked but when android 9 came it stopped working.
Posted by Djambazoff
Henagon

Moto Z2 force(OS 8) vs Moto X4(OS 9) =>same issue as above!

 
Posted by GermanoEichenbe
Neutron

Re: Can no longer view or control my android phone w/quicksupport

I have the same issue with my Motorola G7 Play and Motorola One, both running Android 9.

Once I click "Open Settings" to set the special permissions needed for the app, the popup briefly pops up and closes. All I can say is it's a white popup with the title "Host" or "QuickSupport". The popup title loads but the content never does, and the popup is closed immediately after it appears.

Here's the logcat entries for the action, no exceptions thrown on logcat

W ActivityThread: handleWindowVisibility: no activity for token android.os.BinderProxy@ac35f3e
D SettingsActivity: Starting onCreate
D SettingsActivity: Starting to set activity title
D SettingsActivity: Done setting title
D SettingsActivity: Switching to fragment com.android.settings.applications.manageapplications.ManageApplications
D SettingsActivity: Executed frag manager pendingTransactions
W SurfaceFlinger: Attempting to set client state on removed layer: com.teamviewer.host.market/com.teamviewer.incomingremotecontrolintegratedlib.moto.MotorolaActivationActivity#0
W SurfaceFlinger: Attempting to destroy on removed layer: com.teamviewer.host.market/com.teamviewer.incomingremotecontrolintegratedlib.moto.MotorolaActivationActivity#0
D WindowManager: relayoutVisibleWindow: Window{dff0bbc u0 com.teamviewer.host.market/com.teamviewer.host.ui.HostActivity EXITING} mAnimatingExit=true, mRemoveOnExit=false, mDestroying=false
D SurfaceFlinger: duplicate layer name: changing com.teamviewer.host.market/com.teamviewer.host.ui.HostActivity to com.teamviewer.host.market/com.teamviewer.host.ui.HostActivity#1
W SurfaceFlinger: Attempting to set client state on removed layer: Dim Layer for - Task=2053#0
W SurfaceFlinger: Attempting to destroy on removed layer: Dim Layer for - Task=2053#0
W SurfaceFlinger: Attempting to set client state on removed layer: com.teamviewer.host.market/com.teamviewer.incomingremotecontrolintegratedlib.moto.MotorolaActivationActivity#1
W SurfaceFlinger: Attempting to destroy on removed layer: com.teamviewer.host.market/com.teamviewer.incomingremotecontrolintegratedlib.moto.MotorolaActivationActivity#1

Hope this information helps. Looking forward for a fix!

Posted by Moderator Moderator
Moderator

Re: Can no longer view or control my android phone w/quicksupport

Hi there,

Thank you all for your patience. The work is in progress.

Our engineers have identified the problem and are now in communication with Motorola to fix the problem.

We are sorry for any inconvenience caused. We will keep you updated.

Have a nice day! Alena

Spanish Community Moderator

If my reply answered your question, help out other users and click the Accept as a Solution  button below. You can also say thanks by clicking on the Thumbs Up button!
English Community |  Deutsche Community | 日本語コミュニティ |  中文社区 | Communauté française | Comunidad española

Posted by chronolinktech
Henagon

Re: Quicksupport Motorola G7 Plus with Android 9

Hi,

I have the same problem with phones from Moto G6 to Moto G6 + and Moto G7 Power.

We can have all the informations we need, but when it's about controlling the phone, it's impossivle due to these extended permissions.

Highlighted
Posted by dmoro
Henagon

Problems with remote control in Motorola One

Hi,

I can't get access to remote control on a Motorola One device with Android 9, I can't open the Activate Remote Control window to grant special access to the app. Can you help me to solve this problem?

Thanks in advance, regards.

Posted by MBielefeld
Henagon

Re: Can no longer view or control my android phone w/quicksupport

I've got the same issue with my G7 Power and Android9. Are there any news on the issue resolution from the engineers, please?

Thanks & Kind Regards

Markus

Posted by HubertVeolia
Photon

Re: Can no longer view or control my android phone w/quicksupport

Hi AlenaC, 

Same problem with Samsung Galaxy A6 with Android 9. 

I can't install "Add-On Samsung", i"ve a message that an error occured. 

I have no solution, for the moment, and I have 80 phones under android 9.

When will we have a solution please?

Hubert PEPIN

Posted by Axxel
Photon

Re: Can no longer view or control my android phone w/quicksupport

Same issue on my moto g7 power with android pie. There is no way to grant special access. How soon will this be fixed? Thanks.

Posted by pedroclopes
Electron

Re: Can no longer view or control my android phone w/quicksupport

Hi,

The problem happens also on Samsung Galaxy J6.

In my case, when I try to install the Teamviewer Quick Support Samsung Add-on, a message pops up saying that is not possible to install such app.

As far as I can see, the last update happened on July 30th, 2015, so probably there is some incompatibility with the Android version I'm using (Android 9).

Posted by Mellie_d1
Henagon

Re: Can no longer view or control my android phone w/quicksupport

Same issue with Samsung A8

Posted by thiagocrepaldi
Henagon

Re: Can no longer view or control my android phone w/quicksupport

Same issue on my moto g7 with android pie.

There is no way to grant special access.

How soon will this be fixed? 

Posted by gregghill
Digon

Re: Can no longer view or control my android phone w/quicksupport

It has been six weeks since AlenaC stated TV engineers were communicating with Motorola. An update for the Samsung add-on came out June 6th.

When will other Android 9 phones start working properly?

I have a Moto G6 that works fine on Android 8, but my G7 on Android 9 fails the permissions setting.

Gregg

Posted by Olivier4
Electron

Re: Can no longer view or control my android phone w/quicksupport

Hi, do you have one estimated date and time to deliver one ADDON for Android 9 and Motorola devices 

Posted by jchauta
Photon

Re: Quicksupport Motorola G7 Plus with Android 9

Very dissapointing... just bought two G7s for my parents and they will moving back home soon (they live hours away) and now I don't feel confident I can help them troubleshoot/configure their phones from here. I will be looking at other apps if this issue can't be resolved.

Posted by ThommyS
Digon

Re: Quicksupport Motorola G7 Plus with Android 9

I have the same problem!

WHY is there no reaction by the TV-Support?
4 Month and no solution?

--  Bad support

Posted by tiggerbiggo
Digon

Re: Can no longer view or control my android phone w/quicksupport

So this has been a problem since January, apparently no fix because as of 13th july, this is still an issue.

@AlenaC Please can we all have an update as to the progress of this, I need to be able to remotely help my grandmother, who finds using a phone hard, but necessary to keep up with the modern world. We've had 2 months of silence, from a problem that was reported well over 6 months ago...

 

Thanks.

Posted by RolandDeschain
Henagon

Re: Can no longer view or control my android phone w/quicksupport

I bought my dad (who's in his 70s and has short-term memory problems due to a stroke) a Moto G7 Power and got him off his very old flip phone, only to find that I can't remote in and help him learn it. He's in Seattle and I'm in Phoenix. This needs to get fixed ASAP please.....
Posted by tiggerbiggo
Digon

Re: Can no longer view or control my android phone w/quicksupport

I have the same phone as you, with the same scenario!

 

One thing you may want to look at if you can have some access to the phone via relatives or friends who live nearby to him, is look at an app called Grand Launcher. It won't solve the remote control issue but once it's installed it turns the phone into a really simple to use device with huge buttons, big text, simple navigation and most importantly it's very hard to get it wrong and end up in a menu he doesn't understand.

 

@AlenaC Please can we have an update. Clearly lots of people are having this issue and we have complete radio silence from you.

Posted by Moderator Moderator
Moderator
Solution

Re: Can no longer view or control my android phone w/quicksupport

Hello there, 

thanks to all for your patience and keeping track of this thread.
We still do not have any news, sorry. 

As soon as something changes, we will inform you.

Thanks for your understanding

Have a nice day, Alena

Spanish Community Moderator

If my reply answered your question, help out other users and click the Accept as a Solution  button below. You can also say thanks by clicking on the Thumbs Up button!
English Community |  Deutsche Community | 日本語コミュニティ |  中文社区 | Communauté française | Comunidad española

View solution in original post

Posted by Radon8472
Proton

Re: Can no longer view or control my android phone w/quicksupport

When I use Teamviewer Host on my Sony Xpera XZ1 (Android9) I get a message "Device ant be controlled because of firmware problems".

I think thats the same problem like others have with quicksupport, right ?

Posted by Djambazoff
Henagon

Re: Moto Z2 force(OS 8) vs Moto X4(OS 9) =>same issue as above!

Just a quick update: the above issue is still happening, but Moto x4(os 9) vs Moto x4(os 9) works fine. Therefore, the issue might be standing when TeamViewer app is on OS 8 and TeamViewer Quick Support app is on OS 9. In reverse, when Team Viewer app is on OS 9, and Team Viewer Quick Support app is on OS 8 , it works fine.
Posted by Djambazoff
Henagon

Re: Moto Z2 force(OS 8) vs Moto X4(OS 9) =>same issue as above!

@Alena, let me know if you guys need a video of the actual behaviour.
Posted by pomonabill220
Digon

Re: Can no longer view or control my android phone w/quicksupport

Add me to the list of many... Moto g6 was on android 8.0.0 and TV worked great.

Upgraded to Android 9.0 and now cannot remote control.  I can see files, specs of the phone just fine, but NO remote control.  When I try and start the session, I get a "connection rejected..." notification.

When the popup for special access appears, clicking on it just removes the popup and NO teamviewer is in the apps list!  clue?

PLEASE get this fixed ASAP!  I am trying to help my Father that is 96 and 200 miles away, with his phone.

Posted by tiggerbiggo
Digon

Re: Can no longer view or control my android phone w/quicksupport

It's been well over 6 months now. This is an absolutely unacceptable delay, clearly a large portion of your userbase is affected by this. The number is only going to increase as more people upgrade to the latest version of Android.

 

@AlenaC This should be your mobile dev team's top priority right now, this is a MAJOR bug that affects a huge number of users who in some cases rely on this app to help their elderly vulnerable relatives. I will be on the lookout for alternatives, anyone reading this thread should as well. Be fast, or you risk losing a significant portion of your userbase with this terrible service.

Posted by pomonabill220
Digon

Re: Can no longer view or control my android phone w/quicksupport

what gets me is the apparent lack of concern, but all we get is a generic response like:

Hi there,

Thank you all for your patience. The work is in progress.

Our engineers have identified the problem and are now in communication with Motorola to fix the problem.  (and here we go with the finger pointing!)

We are sorry for any inconvenience caused. We will keep you updated.

Have a nice day! Alena

 

How can we have a nice day when we are struggling with this problem!

I am looking elsewhere as well!

Posted by ThommyS
Digon

Re: Quicksupport Motorola G7 Plus with Android 9

In another forum i saw, that TV did create an Add.On. Motorola must sign it, than it should be ok again.

P.S.   Ignore my bad english please :-)

Posted by wweustink
Henagon

Re: Quicksupport Motorola G7 Plus with Android 9

@ThommyS 

Hi Tommy,

Can you share the link to the other Forum?

 

Posted by ThommyS
Digon

Re: Quicksupport Motorola G7 Plus with Android 9

Posted by JesmoDK
Henagon

Re: Quicksupport Motorola G7 Plus with Android 9

They are just saying, that they will work on a solution. Hopefully it will arrive soon....

Posted by ThommyS
Digon

Re: Quicksupport Motorola G7 Plus with Android 9

They say:  The Addon is Ready and must be signed by Motorola.

Posted by JesmoDK
Henagon

Re: Quicksupport Motorola G7 Plus with Android 9

So are we only waiting for Motorola now? Can we contact them and make a request to implement this?

Posted by ThommyS
Digon

Re: Quicksupport Motorola G7 Plus with Android 9

I am a customer like you.

I've no contact to TV or Lenovo.

Sorry.  

Posted by xtarting
Electron

Re: Can no longer view or control my android phone w/quicksupport

Hello, what's the status of the update?

Same issue with moto g6 after upgrading to Android 9.0

Posted by ferrydekker
Digon

Re: Can no longer view or control my android phone w/quicksupport

I think the status is still the same now. They are just working on it an contacting Motorola about it. Im having this problem over a year now, so I am thinking about using another program
Posted by CCWTechnology
Digon

Re: Can no longer view or control my android phone w/quicksupport

Updates??

Posted by jb3730
Henagon

Re: Quicksupport Motorola G7 Plus with Android 9

Any progress on this? 

Posted by mikejp
Henagon

Samsung Galaxy S6

Trying to hlep a friend who has a new Samsung Galaxy S6. With 14 on my Windows PC and QS on her Samsung I can view her S6 screen but cannot seem to control it. What am I doing wrong?