By: Frank Engelman | Posted: September 25, 2020 | Updated: April 19, 2023
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The Problem to be Solved
Parent’s Computer or Phone “Not Working”
Helping family members who are technology-adverse, with their technical problems, has always been tough, but becomes even harder when they are remotely located or in an isolated facility. Part of the problem of remote support is “seeing” what they are seeing and “controlling” what they are doing.
In this solution, I use a paid service that lets me remotely see and control both my Aunt’s PC and her tablet and smartphone.
I found it works well for both Mac and PC computers, and for Android tablets and smartphones, but not so well for Apple tablets and phones.
Remote Help for My 94-yr-old Aunt’s Computer Issues
For several years now, I have been helping my 94-year-old Aunt who lives 2500 miles away with her PC problems using a “paid” service called Splashtop SOS that has allowed me to view AND control her PC to fix issues. I can even do it when she is not available due to the three-hour time difference.
However, her use of an iPhone and iPad meant that I could not control those devices to assist her, due to Apple’s “walled-garden” approach.
Splashtop and other vendors have offered a way that takes MANY steps on the remote user’s part to share their iPhone or iPad screen, but not to control it.
Samsung Lets Me Fix Her Tablets and Phone Too
Splashtop has developed a way for Samsung Phones and Tablets, with Samsung Knox security, to be remotely controlled via the user’s permission.
Using this technique, my Aunt clicks an SOS icon on her tablet home screen to request help.
When I connect, she approves it. Then I can see AND control her Samsung Tablet.
If your loved one is in this situation, either at their home or in a facility, this solution can give you an easy way to provide remote support.
Note: According to Splashtop, this approach also works for a number of other Android tablet brands. See the Splashtop website (above) for more details. I only tested it with the Samsung tablet described here.
Here is a YouTube of it in action
Setup on your Loved one’s Samsung Tablet or Phone:
Install Splashtop On-Demand Support from the Google Play Store
Grant Access
Install the add-on from the Play Store
Grant System Privilege
Activate
Agree to terms
Click OK
Click back arrow in top left
Click Home
Restart the tablet
Drag the SOS icon to the toolbar
The SOS icon will be used by your loved one to request help. When they click on the icon, a code number will pop up.
You can decide the best way to get this number. I suggest that they call you so that you can discuss the issue they are having. They can give you the code over the phone, or they can click the “share” icon to send you an email with the number.
The only other thing they need to do is to approve the connection once you connect. You will then be able to see AND control their tablet or phone.
Place the SOS button on the toolbar
Setup on your device to provide support to your loved one:
This is done using a web browser on any system. I prefer using a PC mouse versus a touch screen.
The 10 unattended computers allow you to also provide support PCs and MACs with your loved one being present to request support
After your account is set up, you can provide support as follows
Click on the SOS icon
Enter the code your loved one has given you
Click the arrow
Ask your loved one to allow the connection
You now have control of their device
Either your or your loved one can terminate the connection
*Disclosure: The research and opinions in this article are those of the author, and may or may not reflect the official views of Tech-enhanced Life.
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Retired Intel Engineer wanting to share DIY technology tips for the children of parents wanting to remain living independently. I like posting ideas and answering technical questions. If a product or software has an issue making it hard for seniors to use, I try to offer workarounds and also try to contact the manufacturer for solutions. I write a column for this website in the Innovation- Homebrew Solutions & Ideas section
