About this Article: TeamViewer QuickSupport is a free app that lets the PickTrace support team — or your own office staff — securely view a field user's phone screen to troubleshoot issues faster. This article covers setup for both sides: the phone (QuickSupport) and the computer (TeamViewer full client).
Note: Teamviewer is already included in PickTrace provisioned C66 scanned devices. This is only for users utilizing their own company phones.
What Is TeamViewer QuickSupport?
TeamViewer QuickSupport is a lightweight, free remote-support app. It does not run in the background or give anyone access to the phone unless the user actively starts a session and shares a code. It is the same tool used by the PickTrace Technical Support Team (TSS) to troubleshoot issues on field devices — and it can be used by your own office staff to support your field users directly
Why Does This Matter?
When something isn't working right on a PT Mobile app — for example:
- The app isn't syncing or showing the right data
- A field user is getting an unexpected error message
- Scanning or check-in behavior looks wrong
...it can be very difficult to diagnose the problem over the phone alone. Being able to see the device screen in real time helps your team:
- Identify the exact error and where it's occurring
- Confirm whether the issue is device-specific or app-wide
- Walk the user through a fix step-by-step without confusion
- Capture a screen recording or screenshot to escalate to PickTrace support if needed
Without TeamViewer QuickSupport installed on the field device, support staff may be unable to connect at all — which can significantly delay resolution during active field operations.
Part 1: Setting Up the Phone (Field User Side)
How to Install Teamviewer QuickSupport on Your PT Mobile Devices
On iPhone (iOS):
- Open the App Store
- Search for "TeamViewer QuickSupport"
- Download and install the app (it's free)
- You do not need to create an account
Teamviewer Quicksupport iPhone (iOS) link: https://apps.apple.com/us/app/teamviewer-quicksupport/id661649585
On Android:
- Open the Google Play Store
- Search for "TeamViewer QuickSupport"
- Download and install (free)
- No account required
Teamviewer Quicksupport Android link: https://play.google.com/store/apps/details?id=com.teamviewer.quicksupport.market&hl=en_US
💡 Tip: Install the app now, before you need support. It only takes about a minute and you won't have to worry about it during a stressful field issue.
Part 2: Setting Up the Computer (Office / Support Staff Side)
Anyone who may need to remotely assist a field user — whether that's your office manager, operations lead, or a PickTrace support agent — needs to install the full TeamViewer desktop client on their computer.
How to Install TeamViewer on Your Computer
- Go to https://www.teamviewer.com/en/download
- Select your operating system (Windows or Mac)
- Download and run the installer
- When prompted, choose "Personal / Non-commercial use" unless your company has a TeamViewer license
- Once installed, open TeamViewer — you'll see a window with a "Control Remote Computer" panel on the left side
💡 You do not need a TeamViewer account to receive or enter a session ID. An account is only needed if you want to save connections or manage devices long-term.
What the TeamViewer Window Looks Like
When you open TeamViewer on your computer, you'll see two main sections:
- Your ID & Password (left side): This is your own device's information — field users would need this if they were connecting to you, which is not the typical use case here.
- Control Remote Computer (right side): This is where you enter the field user's session ID to connect to their phone. This is the section you'll use.
Part 2: How a Support Session Works (Both Sides Together)
Once both sides are set up, here's the full flow:
On the phone (field user):
- Open the TeamViewer QuickSupport app
- A temporary session ID (a 9–10 digit number, sometimes called a "TV ID") will appear on screen
- Read or send that number to the person helping them
On the computer (office/support staff):
- Open TeamViewer on your computer
- In the "Control Remote Computer" section, type the session ID the field user gave you
- Click Connect
Back on the phone: 4. The field user will see a prompt asking them to Allow (or Permitir in Spanish) the connection 5. They tap Allow and then Start Now 6. The office/support staff member can now see the phone screen in real time in the TeamViewer window on their computer
The session ends automatically when either party closes it. No ongoing access is granted after the session ends.
Teamviewer Frequently Asked Questions
Can our office staff use this without going through PickTrace support? Yes — that's exactly the intent. Any staff member with TeamViewer installed on their computer can connect to a field user's phone, troubleshoot the issue, and resolve it independently. If the issue turns out to need engineering involvement, they can capture a screenshot or recording to share with PickTrace support.
Is the field user's personal data visible during the session? Only what's on their screen during the active session. The connecting party cannot access files, contacts, or other apps outside of what's visible.
Does QuickSupport drain the phone's battery or run in the background? No. TeamViewer QuickSupport is only active when the app is open and a session is in progress.
What if the field user closes the app mid-session? The session ends automatically. They can reopen the app and share the new session ID to reconnect.
Does this work on mobile data or does the user need WiFi? It works on either, though a stable connection is recommended. WiFi or a strong data signal will give the best experience.
Can a field user accidentally give their TV ID to the wrong person? Each session ID is temporary and single-use — it expires once the session ends or the app is closed. Remind field users to only share their ID with someone they recognize from your team or from PickTrace support.
Still Need Help?
If you have trouble installing either app or starting a session, contact PickTrace support:
- 📧 support@picktrace.com
- 📞 415-295-1899
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