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Highlighted
Posted by
Henagon

QuickSupport no more working since Android 10 on Huawei

Yesterday we got the Android 10 update on our HUAWEI P smart 2019 devices, since this we can not remote support with QuickSupport, after connecting to the device only a Blue-Hand apears and the message "Das Gerät kann aufgrund von Firmware Einschränkungen nicht gesteuert werden." (The device can’t be controlled because of firmware limitations).

We also updated to latest QuickSupport and Huawei Addon (b) App, but same Problem.

Please fix it, beacause we can not support more then 4000 devices now...

5 Replies
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Posted by
Henagon

Re: QuickSupport no more working since Android 10 on Huawei

We have same Problem with P30 Lite and Nova 5T, any solutions? 

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Posted by
Henagon

Re: QuickSupport no more working since Android 10 on Huawei

Same here with P30 Lite, we can't manage over 200 Phones now...please fix it ASAP

 

Thank you

 

Posted by Community Manager
Community Manager

Re: QuickSupport no more working since Android 10 on Huawei

HI @BJeankins and @StefanTrebo 

Thanks for reaching out to us.

I checked with our Product Owner for the Mobile part and he informed me that we are already working together with Huawei on getting a new, working AddOn online asap. The root cause is a change in the signature.

I hope this gets resolved quickly! However - I do not have an ETA right now.

Thanks and sorry for the hassle!

Esther

 

Community Manager

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2 Replies
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Posted by
Henagon

Re: QuickSupport no more working since Android 10 on Huawei

Good day,

do you have any news on it?

I need to use remote controlling on Huawei P Smart 2019 with Android 10 but I just can see the screen without any possibility to control the device.

Thanks for your quick reply.

Highlighted
Posted by
Henagon

Re: QuickSupport no more working since Android 10 on Huawei

Good morning, any update please?