When you try to launch a TeamViewer (Classic) connection with the Safari browser, you may be prompted to download a .dmg or a .zip file for TeamViewer QuickSupport, even when you have the TeamViewer QuickSupport app already installed.

After downloading, the package does not install and fails to connect you through.

This article applies to all users with iPadOS13 or newer.

Root cause

On iPads, the Safari browser is configured by default to request the ‘Desktop site’. This routes to the macOS app, which is the wrong platform.

Workarounds (choose A or B)

While we are working on a more permanent universal fix, there are two possible workarounds for this issue:

A.    Requesting the Mobile Site

When the TeamViewer (Classic) launches on the browser, there is a ‘AA’ accessible menu at the top left, which allows you to Request Mobile Website’ as shown below. Please choose that in order route the connection to the proper QuickSupport. Please continue to section C for the rest of the connection screenshots.

B.    Configuring the Safari browser to not request Desktop sites (as is the default setting)

This is a global workaround that applies to all sites requested by Safari, and not only TeamViewer (Classic).

1) Go to your iPad Settings menu

2) Scroll to the ‘Safari’ setting, and expand the ‘Request Desktop Website’

3) Make sure the ‘REQUEST DESKTOP WEBSITE ON’ is not enabled for all websites, as shown below

C.    Relaunch the Session

After making either of the changes in A or B, re-launch your TeamViewer connection link, you will be prompted to allow remote support then start broadcast.