How to troubleshoot someone else’s phone remotely

its a problem You might be familiar, especially if you’re the designated “tech support” contact for your family, office, or group of friends: Someone is calling and wanting help with a problem on their phone, but you’re not actually with them to take a look.

Troubleshooting via voice call or text message is usually an exercise in frustration. Just trying to figure out what’s going on (and what’s not) on screen is a challenge in itself, before you even get to the point of thinking about the reasons behind it.

The answer is to have the person you’re helping share their device screen with you. Not only can you see what’s going on for yourself, but you can also try to solve the problem on your own remotely via the web.

You actually have more options in terms of apps and methods than you might think, but there’s one app in particular that does the job extremely well and for free: TeamViewer QuickSupport. If you need something else in addition to or instead of this, we’ve also mentioned some alternative strategies you can consider.

It almost goes without saying, 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.

TeamViewer QuickSupport

TeamViewer allows you to remotely access another smartphone.

Image: TeamViewer via David Nield

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

The person you’re helping needs to install the QuickSupport app, so you may need to help them first. For the person doing the installation (which is you), you need the full version of TeamViewer Remote Control for AndroidAnd iOS, or desktop, or you need to head to a web browser and type in the address bar.

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