Purpose
This guide explains how to set up and join a remote support session with Practice Protect using TeamViewer QuickSupport.
These sessions allow our team to securely assist you with mobile device setup or troubleshooting issues regarding on any related issues with Practice Protect.
Important Notes:
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For iOS devices: Only screen sharing is supported (you can show your screen, but we cannot control it).
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For Android devices: Full remote control is possible once the required add-on is installed and permissions are granted.
Instructions
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Open the App Store on your iPhone or iPad.
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Search for and install TeamViewer QuickSupport.
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Once installed, open the TeamViewer QuickSupport app.
- When you first open the TeamViewer QuickSupport app, you’ll see the Welcome screen. Tap Agree and continue to accept the terms and proceed. Follow the prompts until the app displays your unique TeamViewer ID in the main screen
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Please provide your ID to the Practice Protect Support team so we can connect to your session. Alternatively, if our support team has created a session for you, click Join Session and enter the Session ID that we provide.
- Upon connecting, you will be prompted with “Practice Protect wants to connect,” tap Allow access to grant remote support.
- Tap Start Broadcast to begin screen sharing.
- Once the red icon appears, it means your screen is now being shared. Minimize it and show the issue to Practice Protect Support.
Note: Please do not close the TeamViewer app in your recent tasks to avoid disconnecting the session.
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Open Google Play Store on your Android device.
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Search and install TeamViewer QuickSupport.
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Search for and install the TeamViewer Universal Add-On (required on some Android devices). This enables a Practice Protect Support to request full remote control of the mobile; only accept the on-screen consent prompts if you trust the person.
- Once both apps are installed, open your device Settings. (The screenshots shown are from a Samsung device, so the layout may vary depending on your phone model.)
- Tap on Accessibility then Installed Apps.
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Tap on TeamViewer Universal Add-On
- Turn on the toggle switch to enable the setting.
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Confirm any permissions requested.
- Return to your device’s homescreen, then open the TeamViewer QuickSupport app.
- When you first open the TeamViewer QuickSupport app, you’ll see the Welcome screen. Tap Agree and continue to accept the terms and proceed. Follow the prompts until the app displays your unique TeamViewer ID in the main screen.
- Please provide your Session ID to the Practice Protect Support team so we can connect to your session. Alternatively, if our support team has created a session for you, click Join Session and enter the Session ID that we provide.
- Upon connecting, you will be prompted with “Practice Protect wants to connect”, tap Allow access to grant remote support.
- Tap on Start Now to allow TeamViewer for screen share.
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If prompted to allow location access, choose While using the app. This option is secure and only applies while QuickSupport is open.
- Once connected, your screen will show Practice Protect has connected to your device and Screen sharing active. A border highlight indicates your screen is being shared. You can now share your screen and demonstrate the issue to our support team. They may also control your device if needed. The yellow icon with an X ends the session – tap it only if you wish to disconnect.
Troubleshooting Tips
If the connection doesn’t work:
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Ensure your mobile device is connected to Wi-Fi or mobile data.
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Check that both TeamViewer QuickSupport and TeamViewer Universal Add-On (Android) are installed and enabled.
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Double-check the TeamViewer ID or session code you provided.