Someone gained unauthorized remote control access to my properly password protected computer

dlfeoi12 · 2021-11-07T11:44:37+00:00

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I've been using TeamViewer for a decade now and it had always been perfect. Simple. Easy to use. Cross platform. Reliable. No ads. Secure. Until today.

Today, someone, somehow connected to my computer for about 5 seconds before I immediately terminated the TeamViewer process. I believe, if I read the TeamViewer GUI correctly before terminating, that person had no name. There was simply an id that I can't remember anymore. I found a list of recent remote control connections in the remote control tab and found the same: a user with a blank name. I added that person as a contact and sent them a chat message. They offered up nothing but hopefully you may be able to understand exactly how they did this from your logs + mine (I can provide them).

I'm very confident, if not certain, my TeamViewer account itself was not compromised. The password was randomly generated and is unique to this website. No data breach of another company could reveal this password. Additionally, my trusted devices and active logins did not show any signs of another user accessing my account.

My belief is then, the remote control authentication was bypassed somehow. I have had no connections outside of my account to any of my computers in years and had no plan to allow another. That leaves only one other option. Somehow the bad actor was able to obtain my assigned id + generated password + personal password, leading me to believe this person bypassed remote control authentication completely.

I would provide the logs, but apparently the only support you have for the free version is a public forum and I would rather not post logs publicly for obvious reasons. I have what I believe to be their assigned id and participant id from the logs too. I'd be fine posting those if it isn't considered doxing or something on here.

Regardless, TeamViewer has completely lost my trust. I hope you still do the right thing and investigate this issue for the sake of the rest of your users.

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Esther

Thanks again @dlfeoi12 !

And thanks for agreeing to share the needed information with us to start the investigation. Our Trust & Safety Team takes over from here 🔒

dlfeoi12

That makes sense, thank you.

Esther

Hi @dlfeoi12

Thanks for your reply and your feedback!

I apologize for the misunderstanding in this case - it looks like there has been a misinterpretation of what you wrote in the initial post.

As Akiho is working in a different time zone, I am happy to step in as this topic is of course sensible.

She probably thought a scammer contacted you. In such cases, the process is to file the case with the police in order for us to step in.

Of course, our Trust & Safety team will look into what might have happened in your case. I will reach out to you in a private message to set up a secure communication channel.

Thanks and best,

Esther

dlfeoi12

I appreciate the response @Akiho_S, thank you.

I'm very familiar with tech companies and tech company regulations but I'm not sure how me providing you with log files has to do with violating data protection and privacy regulations. I would be willingly giving my log data up to TeamViewer. Not to mention, I've probably already signed that data away with TeamViewer's Terms of Service and Privacy Policy since we can submit our log data via the feedback button.

Is the problem looking into the account that tried to remote control my computer? Does GDPR or Germany regulations dictate that in order for TeamViewer to look into a vulnerability or the details of someone's account, there needs to be a police report? I don't see why other companies can look into potential vulnerabilities without issue, but TeamViewer cannot.

Honestly, it seems to me, TeamViewer could look into this, but doesn't want to because I'm a free user. The whole support community is framed in a way to make free users think this community is for them, when in reality, it is so TeamViewer doesn't have to spend money on ticketing support for free users like they do for their licensed users. Your response (I don't blame you, you're a customer service employee probably told to respond like this) is framed as if TeamViewer can't look into this due to data protection and privacy regulations and law enforcement, but I think the truth is, despite the massive potential vulnerability here to all users, free users do not get that kind of support.

In my opinion, it's ridiculous that there is no way for a free user to report a vulnerability. I understand not being able to support trivial things for free users. They aren't paying, why should you help them resolve insignificant issues that only affect their situation. But, not providing support for something that is potentially threatening the privacy and security of every customer and their data? Just because the report is coming from a free user? That's a mistake.

Also, your link doesn't work for me. It just redirects to the TeamViewer homepage, even when I login.

I want to emphasize, I'm not directing any of this at you Akiho. I know you're a support person who doesn't make these decisions. This is to the management of TeamViewer. It's very bad practice. I'm sorry if I offended you, I really do appreciate that you responded.

Akiho

Hi dlfeoi12,

Thank you for reaching out to the Community.

We are sorry to hear what happened to you.

Unfortunately, we cannot check log files in the community or for free users, as you mentioned.

As TeamViewer is subject to very strict data protection and privacy regulations, it is imperative the user reports the scam to their local police first - we can release sensitive data only to authorized individuals and authorities.

Once reported, they can submit the form found here: https://www.TeamViewer.com/report-a-scam

Hope this would be helpful.

Best regards,

Akiho