How to Troubleshoot a Remote Person Phone

This is a problem You may be familiar, especially if you’re the designated “tech support” contact for your family, office, or group of friends: Someone is in contact asking for help with a problem with their phone, but you’re not in really with them to see.

Troubleshooting issues over an audio call or via text message is often an exercise in frustration. Just trying to figure out what’s (and isn’t) going on on screen is a challenge in itself, and that’s before you get to the stage of figuring out what the underlying cause is.

The answer is to get the person you are helping to share the screen with you on their device. Not only can you see for yourself what’s going on, you can also try and fix the problem yourself remotely, on the web.

You actually have more options in terms of apps and methods than you think, but one particular app does the job very well and for free: TeamViewer QuickSupport. If you need something as well, or instead, it is, we’ve also discussed some alternative strategies you can consider.

It’s almost impossible to say, 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 cut off the connection at any time.

TeamViewer QuickSupport

TeamViewer gives you remote access to another smartphone.

Photo: TeamViewer by David Nield

TeamViewer QuickSupport isn’t really the only piece of software that allows you to view and control a smartphone screen remotely, but it’s one of the best we’ve found. Easy to understand, it’s free for non-commercial use, and you can download it for both Android and iOS tools.

The person you are helping needs to have the QuickSupport app installed, so you can give them it first. For the person doing the repair (which you are), you will need the full version of TeamViewer Remote Control for Android, iOS, o desktop, or you have to go to a web browser and type to the address bar.

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