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/ ?

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Accepted answers

AlenaC

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

AlenaC

Hi all,

thank you for your posts.

As I commented earlier, as soon as this topic changes or is resolved, I/we will inform you.

Our engineers are working on it but due to the fact that we need the collaboration of another company, it takes time.

Please note that this post is not resolved. The accepted solution just indicates the last update and the current status.

Thank you all for your patience and understanding!

Best, Alena

All comments

AlenaC

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

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

AlenaC

Hi all,

thank you for your posts.

As I commented earlier, as soon as this topic changes or is resolved, I/we will inform you.

Our engineers are working on it but due to the fact that we need the collaboration of another company, it takes time.

Please note that this post is not resolved. The accepted solution just indicates the last update and the current status.

Thank you all for your patience and understanding!

Best, Alena

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

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.

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

wweustink

Problem also for the Moto G7 Power.

LewisJhunyor

Same here with Motorola one!

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

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!

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.

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

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

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.

ctunderw

@AlenaC This problem is not solved as many people are still having this issue. Currently there is NO solution. When do you plan on having a fix for this issue? My parrents just got a new Motorola Z4 running Andriod 9 and Quick Support no longer works. It worked great on their Moto Droid 2 which was running an older version of Android. When I try to connect to their phone it displays the message below. When I click "OPEN SETTINGS" it looks like it is trying to open settings but just takes me back to the screen with TeamViewer ID.

Message from Android 9

thiagocrepaldi

Same issue on my moto g7 with android pie.

There is no way to grant special access.

How soon will this be fixed?

Djambazoff

Olivier4

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

ferrydekker

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

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.....

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.

chrisuk

Why does the "solved" button on this topic lead to another topic where nothing is solved?

I have this same problem with the Moto G7 and I spent hours trying to figure out what the "special access" settings are, and why remote support won't connect. Very frustrated.

Snaah

@Koam wrote:
Everyone comming here for that problem, try:
On the Android with Quicksupport installed in Android not the Teamviewer app

from the App Info Page:
Advanced -> Battery -> Battery optimisation -> all Apps [selection is at the top] -> go to quicksupport -> don't optimise.

Alternativ, more convoluted way:
Settings -> Apps and Notifications -> Advanced [extends more options] -> Special app access -> Battery Optimisation ->tap "not optimised" -> select "all Apps" -> scroll in the list to "Quicksupport" and tap -> select "Don't optimise"

This is on an Android One device with Android 9, other ROMs might varry.

This does not work on Moto G7+.

Snaah

Another user with a Moto G7+ experiencing the same thing on Android 9.

@AlenaC Why is this post marked as solved, when it isn't?

Ivens

Another user with problems on Moto G7 on Android 9.

AlenaC Please, reopen thispost because is not fixed yet.

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

rdev02

Hey Alena, thank for the update!

From where I stand it looks like a limitatiom in the platform(introduced in the recent versions), not the product(TeamViewer). I can recommend 2 things to make this discussion more productive:

1) State the root cause of the problem. This would direct users to make asks to Android, rather then here.

2) Improve the app to better explain the issue, when running on unsupported versions of Android. This would greatly reduce the amount of frustrationns and time spend diagnosing for your customer base.

ctunderw

@AlenaC - Just an update. I just updated TeamViewer Quick Support to version 15.1.24 QS and still having the same issue. When installed it stated that application requestes elevated access and when pressed the phone just goes back to the homescreen (see attachement). Also a post on Motoroloa's forum from 2019-12-18 indicates that teams are still working on the issue but there is no estimated resolution time.

https://forums.lenovo.com/t5/Moto-Z3-Play/Can-t-use-TeamVIewer-Host/m-p/4605028/highlight/true#M1947

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.