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

[ebeighe]

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/ ?

[manullord]

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

[Maxisanturba]

alternative to quicksupport?

[pbrm]

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

[Jasper_Harms]

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

[wweustink]

Problem also for the Moto G7 Power.

[sp_sg]

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.

[heyfernand]

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

[gregghill]

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

[AlenaC]

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

[anfield147]

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.

[LewisJhunyor]

Same here with Motorola one!

[ferrydekker]

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

[GermanoEichenbe]

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!

[AlenaC]

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

[chronolinktech]

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.

[dmoro]

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.

[MBielefeld]

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

[HubertVeolia]

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

[Axxel]

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.

[pedroclopes]

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).

[Mellie_d1]

Same issue with Samsung A8

[thiagocrepaldi]

Same issue on my moto g7 with android pie.

There is no way to grant special access.

How soon will this be fixed? 

[gregghill]

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

[Olivier4]

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

[jchauta]

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.

[ThommyS]

I have the same problem!

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

--  Bad support

[tiggerbiggo]

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.

[RolandDeschain]

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.....

[tiggerbiggo]

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.

[AlenaC · Accepted solution]

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

[Radon8472]

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 ?

[Djambazoff]

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.

[Djambazoff]

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

[pomonabill220]

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.

[tiggerbiggo]

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.

[pomonabill220]

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!

[ThommyS]

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 :-)

[wweustink]

@ThommyS 

Hi Tommy,

Can you share the link to the other Forum?

[ThommyS]

https://www.android-hilfe.de/forum/tools.441/teamviewer-quicksupport-unter-android-9.898695.html#pos...

[JesmoDK]

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

[ThommyS]

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

[JesmoDK]

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

[ThommyS]

I am a customer like you.

I've no contact to TV or Lenovo.

Sorry.  

[xtarting]

Hello, what's the status of the update?

Same issue with moto g6 after upgrading to Android 9.0

[ferrydekker]

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

[CCWTechnology]

Updates??

[jb3730]

Any progress on this? 

[mikejp]

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?