This guide shows you how to start a ThreeBIT remote support session on an Android phone or tablet. Because the client is installed directly rather than from the Play Store, Android will ask you to confirm a couple of extra prompts — this guide walks you through them. For the bigger picture, see How ThreeBIT remote support works.
Before you start
- Have a ThreeBIT technician ready to connect by phone or email.
- You will tap through a few permission prompts; no special account is needed.
Step by step
Download the app. On the support page, open the Remote support client section and tap Android. Accept the remote support terms, and
AnyDeskClient.apkwill download.Allow installation and install. Open the downloaded file. The first time, Android asks whether to allow your browser (or Files app) to install unknown apps — tap Settings, switch on Allow from this source, go back, and tap Install.
Open the app and read your ID. Launch the client. It shows a numeric address (your ID). Read this number to your technician or send it by email.
Accept the session. When your technician requests a connection, tap Accept, then confirm Android's Start recording or casting prompt so we can see your screen.
Allow control (optional). Viewing your screen works on any device. For us to actually tap and type for you, Android needs an extra component:
- On many phones, the app will offer to install a small control plugin from the manufacturer (for example via the Play Store) — install it if offered.
- Alternatively, enable the client's Accessibility service when prompted (Settings ▸ Accessibility).
If neither is available on your device, the session stays view-only: we guide you and you tap as we describe. That is still enough to solve many issues.
During and after the session
A notification shows while screen sharing is active, and you can stop the session at any time from that notification or by closing the app. When the session ends, our access stops. You can uninstall the app afterwards by long-pressing its icon and choosing Uninstall.
Need a hand?
Android varies a lot between manufacturers. If a prompt looks different or control is not available, call our helpdesk or open a support ticket with your device model, and we will help you connect.