Computers & Contacts

FifeITSupport · 2021-04-14T16:25:22+00:00

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Hi,

I have a remote computer that has gotten "(unknown)" appended to it.

It is on and I can connect to it, but the icon for it remains a grey screen (indicating it is offline) and not a blue one...

I've tried signing out and signing in, tried removing and re adding the device using it's TV ID, but still the same.

It is the same when I go into the Management Console in a browser as well.

Anyone know what causes it and how I can fix?

I sounded like a right *bleep* when I told my client that I couldn't see that TeamViewer was online and that they needed to open it, when in fact it was open...

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FifeITSupport

Hi JeanK,

I saw the article you mention, but,

I already removed it and re-added it with the ID that the user told me.... it just came back, still Grey and still with (unknown) at the end...

JeanK

Hello @FifeITSupport,

It seems that this device has been impacted by a security initiative that occurred back in 2018:

https://community.teamviewer.com/English/discussion/39067/reassignment-of-unique-ids

A very small subset of devices got a new ID after an update.

The TeamViewer ID which your client sees is most probably a different one that you have saved.

I recommend asking your client to provide you with the TeamViewer ID he is seeing on his TeamViewer interface.

You will be then able to add the device with the correct ID and connect to him.

I hope this solved the issue.