It is sometimes difficult to troubleshoot a loved one who has a computer, smartphone or tablet problem over the phone: not seeing your screen and being unable to intervene directly are major obstacles.
Unfortunately, remote troubleshooting is the only option today since confinement excludes home visits until at least May 11. This is why remote control software is becoming so precious: thanks to it, we can finally see the screen of the person we want to help and in some cases, we can even control his mouse.
Remote control is based on driver software installed on your computer and a kind of robot software installed on your loved one's device that it cannot operate or repair. This device cannot therefore be completely out of service: it must have an Internet connection, an e-mail box and a working browser. If these conditions are met, this kind of tool is particularly effective and simpler to use than one could imagine.
Spectator or actor?
TeamViewer remote control software has a good press and we recommend it for a first approach: it is free for individuals and allows you to take control of a Mac or PC remotely – even an old computer running Windows XP. It can also be used to control certain smartphones and tablets, notably Samsung, Archos and Huawei brand models.
But on many other devices, TeamViewer only works halfway. It allows you to see the screen of an iPhone or iPad remotely, but not to control them. It comes down to guiding your loved one by voice, so that they can perform the troubleshooting maneuver themselves. But this guidance becomes, in fact, much simpler when we see the same thing as the other.
The problem is the same on many Android tablets and smartphones from Xiaomi, Google or others: we can see well but we do not control. However, there is additional help compared to Apple devices: you can visually tell the near where to click by displaying a small hand on the screen. This tool will appeal to convenience stores who have the soul of an educator.
The installation barrier
On the caregiver side, Teamviewer is quite easy to download, install, and use. When opening, you must create an account and click on the Remote control tab. To take control of the device of a loved one, all you have to do is enter the ID of the “partner” on the right of the window, that is to say the identifier that appears on the screen. the loved one, whom they will communicate by phone, then the password automatically generated by Teamviewer.
We then see the exact image appear on the screen, a little blurry and jerky but precise enough to easily navigate the menus on your computer, tablet or smartphone.
The difficulty is on the side of the helper. Admittedly, the software that we must make him install is skillfully thought out. QuickSupport is light (20 MB), its installation does not require switching to an administrator account and no registration is required. But just downloading the software and then launching it can be difficult for some.
We therefore explain in detail the procedure to follow so that your loved one does not miss any step. We give these explanations for the most common devices: Windows computers and Android smartphones.
One last tip before you start: it is advisable to uninstall or have QuickSupport uninstalled once the repair is complete. Skillfully hijacked, this tool could allow a hacker to take control of his device. Better to avoid leaving QuickSupport lying around too long on the device of someone who is not a security expert.
If your loved one has a Windows PC
Start by sending the software download link:
When he clicks on it, his web browser will open. If using the Chrome browser, software called TeamViewerQS. exe will be displayed in a box, at the bottom left of their browser, on which your loved one will have to click at the end of the download. If he's using Microsoft Edge, a warning will appear at the bottom of the screen, your loved one will have to press Run. If he is using Firefox, he will first press Save, then TeamViewer.exe will appear at the top right of the screen: he will only have to click on it.
The installation will then start and Windows will bring up a small window asking, “Do you want to allow this application to make changes to your device”. Your loved one should click Yes. The software will then launch and, after a few seconds, it will display the ID and password that your loved one will have to dictate to you by phone, respecting upper and lower case.
If your loved one has an Android device
The first part of the installation is simple: your loved one must open the Android application store called Play Store, search for QuickSupport, click on the first application that appears (TeamViewer QuickSupport), then press the green Install button.
Difficulties will arise at the end of the installation, just after clicking the green Open button. We detail below the steps for a Samsung smartphone in pictures. These steps are very similar to those we go through with many other Android smartphones and tablets.