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Team Viewer/Quick Support - Quick Support Connection Process

This article will guide you through the steps and different screens the participant might encounter while connecting with you using Quick Support.


Here is a visual guide illustrating what participants experience during the connection process in Quick Support.

 

TIP:
To prevent confusion during the connection process, it's better to ask participants what they see on their screen instead of assuming. Screen displays may vary due to updates, and making assumptions can lead to frustration and confusion if participants are unable to locate the elements you're referring to.

 

This is what the Quick Support icon (Circled in red) looks like on the home screen of the tablet:

Screenshot_20240423_084238_Nova7

TIP:

When directing the participant to the icon, try describing it as "the blue and white icon with the letters Q and S in it."

 

The screens below represent what a participant typically views during the connection process:

  1. Upon launching the Quick Support app, an ID number will be generated shortly thereafter.

Screenshot_20240423_084335_QuickSupport

2. Once you enter the ID number into Team Viewer and initiate the connection, the participant will receive an on-screen notification to verify the incoming user before granting access to their device.

Upon receiving this notification, they will be presented with two options: 'Deny Access' or 'Check'. They should select 'Check'.

Screenshot_20240423_090016_QuickSupport

3. Upon tapping 'Check,' a notification will appear on the screen with the details of the individual attempting to access the tablet. Two options will be presented: 'Deny Access' or 'Continue.'


To proceed with 'Continue,' the participant must first select and tick the checkbox labelled 'I want to allow access.' Should the tablet's font size be increased, scrolling down may be necessary to view this section.

Screenshot_20240423_090030_QuickSupport

Instruct the participant to mark the 'I want to allow access' checkbox before selecting 'Continue.'

Screenshot_20240423_090038_QuickSupport

4. Upon tapping 'Continue,' a notification will appear onscreen, inquiring whether the participant consents to your access of the tablet. Two options will be presented: 'Deny Access' or 'Allow.'

Instruct the participant to select 'Allow.'

Screenshot_20240423_090054_QuickSupport

5. Upon tapping on 'Allow' a notification will appear onscreen asking the participant to start recording or casting. Two options will be presented: 'Cancel' and 'Start Now.'

Instruct the participant to tap on 'Start Now.'

Screenshot_20240423_090108_Nova7

Here are additional notifications and displays that participants may encounter, along with the options you should guide them towards.

1. If a participant is opening the QuickSupport App for the first time, they might encounter this initial screen. 

Guide them to select 'Agree and Continue' to proceed to the next screen.

Screenshot_20240423_084253_QuickSupport

2. The participant may encounter this screen when opening the QuickSupport app for the first time or following a recent update.

Please direct the participant to tap 'Get Started' to proceed to the next screen.

Screenshot_20240423_084305_QuickSupport

3. If a participant is opening the QuickSupport App for the first time, they might encounter this notification.

Direct the participant to tap on 'Allow' to dismiss the notification.

Screenshot_20240423_084320_Permission controller

4. If a participant is opening the QuickSupport App for the first time, they might encounter this notification.

Direct the participant to tap on 'While using the App' to dismiss the notification.

Screenshot_20240423_090130_Permission controller