The TeamViewer's Universal Add-on uses the accessibility service to provide full control of the mobile device you are supporting. Some phones have this setting disabled by default. Follow one of the two scenarios below to assist the mobile user in enabling this add-on. This is a one-time task (unless they have manually turned it off).
Scenario 1: You are connecting to the phone and they are prompted to enable the add-on.
If the Universal Add-on is not turned on, a message will appear on the phone instructing the mobile user to enable the add-on.
- Ask the mobile user to tap Enable. This brings them to the Accessibility menu of Settings.
- Tap on Installed Apps.
- Tap on TeamViewer Universal Add-on.
- Toggle to turn 'On'.
- Tap Allow to grant this add-on full access to device.
The add-on should now be 'On'.
6. Quick Support has timed out by now, so ask the mobile user to go back to the Home Screen and reconnect.
Scenario 2: You are connected to the phone and you need to walk them through enabling the add-on.
- Go to Settings > Accessibility.
- Follow steps 2-5 above.