TeamViewer account not accessible

RobDee · 2021-10-19T10:34:51+00:00

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Hi All,

I'm asking this question on behalf of a colleague who can't get access to her TeamViewer account or log in to her TeamViewer software.

The user has a Remote Access TeamViewer license but is unable to access the software. When she tries to log in Teamviewer rejects the password, if she then resets the password from the log in page the request is accepted and a link is emailed to her. She can the follow the email link and change the password - however TeamViewer will still not allow access.

As I see it the account exisits - otherwise TeamViewer wouldn't allow the password change request or send the confirmation email - but after that the user cannot access any TeamViewer resource, either via the program or via the web.

I'm hoping that someone here can point us in the right direction as we are unable to use TeamViewer, which we have a paid licence for, and support is not available for this licence type.

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JoshP

Hello @RobDee

Thank you for your post, and welcome to the TeamViewer community!

I only make this first suggestion as I myself have been guilty of it more times than I could count - could you please ensure no typos in the email address field when your colleague tries to log in?

Of course I assume this has already been attempted, but as I myself overlook this on quite a few occasions I would be remiss if I do not at least suggest it! 😅

After this, to ensure there is no network issue, could you please try logging on using a different WiFi network, or cellular service?

If the TeamViewer application is unable to log in as your colleague has experienced, usually this means the device is having trouble connecting to the servers. Some settings on a device or network can cause this, so attempting elsewhere will allow us to see exactly where the issue resides.

Lastly, please have your colleague attempt login to the Management Console - this also will help us determine root cause of the issue. Please let me know the results there as well.

Hope this helps! 🍀

RobDee

Hi Josh,

Thanks for the quick reply - sorry for my late response, I've had to contact my colleague and work through your suggestions.

I've checked the email address and this is correct (you're right though it's an easy one to miss!)
We've tried both wired and wifi network connections and used two different wifi connections on different devices - no change though
The account isn't accepted by the Management Console - when using the email address and password the site returns the message 'The username and password you entered do not match any accounts on record.' - but the account exists and is recognised if a password reset is carried out!

We've tried a different user who also has a Remote Access licence on the same computer and they can login with no problem, so it seems it's very specific to the user account rather than the computer or its connectivity.

JoshP

@RobDee

Thank you for the clarification.

You are correct - if a password reset is received, it means there is an account... the plot thickens 😅

Please PM me the email address associated with the account, so we may take a closer look.

Thanks in advance!