We had a few issues when remoting access to the Android mobile to give support. It was connecting but then a few seconds later it turns out blank screen from the technician's side. We kept asking to kill the app and redo it again and it happened all the time.
It turned out that after the user managing connecting the remote access, the user holds the phone and put it close to ears as there was a noise and could not hear from the speakerphone.
It turned out that every time the user does this, it triggers the blank screen from the technician's view. We advised the user to put the phone into a speaker or using Bluetooth earphone and leave the phone on the table.
It is a simple solution but it took awhile to figure our what it is.
Big thank you for the Pexel's photo from Andrea Piacquadio.
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