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Lost access after Full access attempt

Hey all, hoping to get some insight as i am fairly new to Teamviewer,

I am on a Mac that can TV into a PC without full access but i need to install some drivers on the user end.

When i enter the partner ID then head to Advance to enter the Admin account and Password for the windows machine it seems to accept it and i see at the bottom of TV that its restarting the users TV with elevated privileges

when i try to connect again it tells me that the users TV is either not online or there is no connection.

I then have to tell the user to restart TV so that i can reconnect but without full access.

Any idea what may be the cause?

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