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When requiring assistance to troubleshoot an error on an Android or IOS device

Solution

TeamViewer QuickSupport (Apple IOS)

1. If not yet installed on device,  launch ‘App Store’
2. Search for ‘teamviewer’ (all one word)
3. Choose ‘TeamViewer QuickSupport’ - install it
4. Run ‘QuickSupport’ (QS icon )
5. Wait for a number to appear under ‘Your iD’ - give number to Journease technician
6. Allow Remote Support ? Press ‘Allow’
7. From QS, press ‘target’ icon to ‘Start Broadcast’
8. From ‘ScreenBroadcast’ pop-up , press ‘Start Broadcast’
9. Press button to put QuickSupport into background
10. Liaise with Journease Support regarding nature of call
11. Once support call has ended , tap red bar at top of screen and press ‘stop’ to end the broadcast and close the session

TeamViewer QuickSupport (ANDROID)

1. If not yet installed on device,  launch ‘Play Store’
2. Search for ‘teamviewer’ (all one word)
3. Choose ‘TeamViewer QuickSupport’ - install it
4. Run ‘QuickSupport’ (QS icon )
5. May get option ‘Add on availabale’ , if so ‘download’
(NB installing this addon will allow Journease Technician to control your device during the support session , which usually makes support calls easier for both parties)
6. Complete action using ‘Play store’
7. Select ‘Just once’
8. ‘Install’ the program- AddOn: device manufacturer name eg AddOn : Samsung , then press ‘back’ button / go to Quick Support app
9. Wait for a number to appear under ‘Your iD’ - give number to Journease technician
10. Allow Remote Support ? Press ‘Allow’
11. Liaise with Journease Support regarding nature of call
12. Once support call has ended , simply close ‘QuickSupport’ app to end the sessionThis can now be accomplished by logging onto https://www.journease.co.uk/remote-support and seecting "connect to a journease technician" in the same way that connection to a PC is established.

Note IOS will allow the technician to view but not control the IOS device

Android will offer full remote control of the device.

Connection now made through connectwise

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