How to troubleshoot someone else’s phone remotely

This is a problem You may be familiar, especially if you are the designated “technical support” contact for your family, office, or group of friends: Someone is contacting you for help with a problem with their phone, but you’re not actually with them to look into.

Troubleshooting an audio call or text message is usually a frustrating exercise. Just trying to figure out exactly what is happening (and not) on the screen is a challenge in itself and that’s before you even get to the stage of thinking about what the main reasons might be.

The answer is to get the person you’re helping to share their device screen with you. Not only can you see for yourself what is happening, but you can also try to fix the problem yourself remotely, over the network.

In fact, you have more options in terms of applications and approaches than you think, but one application in particular works very well and for free: TeamViewer QuickSupport. If you need something else as well or instead, we’ve also mentioned some alternative strategies you can consider.

It’s almost a matter of course, but be careful when using these tools – you don’t want to give full access to your smartphone to anyone you don’t trust, even if you can disconnect at any time.

Fast TeamViewer support

TeamViewer gives you remote access to another smartphone.

Photo: TeamViewer by David Nild

TeamViewer QuickSupport is by no means the only piece of software that allows you to view and control your smartphone screen remotely, but it’s one of the best we’ve come across. It’s easy to think about, it’s free for non-commercial use, and you can download it for both Android and iOS devices.

The person you are helping must have the QuickSupport application installed, so you may need to help them first. For the person making the adjustment (who you are), you need the full version of TeamViewer Remote Control for Android, iOS or a desktop computer, or you need to go to a web browser and enter in the address bar tape.

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