Memor 15 Device unable to remote the device via TeamViewer

Android Devices
1

Environment

  • Device: Datalogic [Memor 35 / 35X]

  • Android version: [Android 15 /3.16.008.20251216s ]

  • Management: In-house EMM platform / Device Policy Controller (Device Owner, fully-managed device)

  • TeamViewer Host: com.teamviewer.host.market — v15.79.177 (installed from Google Play, latest)

  • TeamViewer Datalogic add-on: com.teamviewer.quicksupport.addon.datalogic_1 — v15.70.9132 (latest available on Google Play)

Problem
When a technician starts an unattended remote-control session to the device, the connection establishes (correct TeamViewer ID, session negotiates), but the technician’s screen hangs indefinitely on “Connecting… Initializing display parameters” — the device screen never renders and no remote control is possible.

What we have already verified / ruled out

  1. Add-on is installed and has been granted all of its declared permissions via the Datalogic AppManager SDK, including the capture/injection permissions: ACCESS_SURFACE_FLINGER, READ_FRAME_BUFFER, CAPTURE_VIDEO_OUTPUT, INJECT_EVENTS.

  2. Host is installed and granted SYSTEM_ALERT_WINDOW, SCHEDULE_EXACT_ALARM, MANAGE_EXTERNAL_STORAGE, etc.

  3. Screen capture is NOT disabled by device policy — adb shell dumpsys device_policy shows Screen capture disallowed users: [] (i.e. capture is allowed).

  4. TeamViewer provisioning/assignment succeeds — the device obtains a rollout key, the MDM provisioning API returns SUCCESS, and it reports a valid TeamViewer ID.

  5. The failure is only in the display/screen-capture stage — connection and assignment are fine.

Suspected root cause
There is a version mismatch between TeamViewer Host and the Datalogic-specific add-on: Host is on 15.79.x while the newest Datalogic add-on published to Google Play is 15.70.9132. TeamViewer requires the OEM add-on to match the Host/QuickSupport version; a minor-version drift produces exactly this “Initializing display parameters” hang while everything else works.

The core problem for an enterprise deployment: Google Play only serves the latest version of each app. Host auto-updates to 15.79.x, but the Datalogic add-on has not been updated past 15.70.9132, so the two can never be aligned through Play — and we cannot downgrade Host to 15.70.x through the Play/managed-Play pipeline.

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2

Hello @Syed_Afeef_Maliki,
Thank you for your detailed summary of the issue.
This is a know issue and we are working with TeamViewer to address the issue.
With the introduction of A15, Google has moved from a add-on method to a firmware whitelist based method.
This means going forward you will not longer need to install the add-on, but before that works, we need to get TeamViewer’s apk added to the whitelist in our firwmware.
We are coordinating with TeamViewer to ensure success.
I will update here when we have a firmware available with TeamViewer added to the whitelist.
You will need to update the firmware of your device once we make this change.

Drew Hugentobler
L3 Mobile Computer Specialist Support Engineer

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