Sophos mobile teamviewer integration issue

Question

Dear all, 
 
 I just enabled the teamviewer integration to our Sophos mobile and succesfully connected to a device. The strange thing is, that I can not control the device myself, I can just see what the user is doing on this phone and request them to take a screenshot for example. 
 Is there a way that I can take control over this phone completely? 
 
 Regards

Shweta · Answer

Hi DennisG 
 Could you please check if the following prerequisites are met: 
 
 Sophos Mobile Control 9.0 client app or higher is installed on the mobile device 
 TeamViewer license 
 Recommended: TeamViewer Quick Support is installed on mobile devices 
 
 TeamViewer Quick Support for Android 
 TeamViewer Quick Support for iOS

Also, please make sure the TeamViewer requirements are fulfilled. 
 You should be able to see the option Request remote control. Kindly check this article for more details about TeamViewer Integration.

Shweta · Answer

Hi DennisG 
 TeamViewer integration allows you to launch a remote control session with an Android device, iPhone, or iPad from within Sophos Mobile without having to use a session ID or password. A trigger is sent to the Sophos Mobile Control device to ask the user to accept the TeamViewer session for app. 
 Once the user acknowledges the connection, you should be able to control the device