Disconnection after a minute, then "unable to connect" error message

klarue

Hi - I'm on the free TeamViewer for personal use to help my 86 year old Dad "navigate" his Windows computer and some websites. Been working perfectly for a year or more. He also logs into his home computer to read email whilst he's on vacation (which he is now). Recently, there was a power outage and his home computer shut off. We had a neighbor reboot it and TeamViewer started up properly with the system.

However, I am no longer able to connect, and the error message basically says to (a) make sure TeamViewer is running - it is - and (b) check the Internet connection - it's fine.

When the neighbor reboots the computer and generates another unique password, my Dad can log in ONE time for about a minute and then it disconnects. I can't log in at all from my Mac.

Anyone know what might be going on? Rebooting doesn't help and nothing has changed w/ our systems or workflow. Thanks in advance for any advice! Kevin

JeanK

Hello @klarue,

I am very curious about this issue.

When you try to connect to the remote computer, does the computer show a blue or a black icon?

Cheers,

Jean

klarue

Hi Jean - the computer icon is blue and the "Ready to connect (secure connection)" at the bottom of the window shows a green icon. When I click the connect button, the error message is immediately displayed.

Best,

Kevin

JeanK

That is very strange, indeed.

Have you tried to reinstall TeamViewer on the remote side?

klarue

Hi Jean - no, we haven't tried re-installing TeamViewer on the remote side. It's impossible because the two people that log in and use it are both out of the state where the computer is located (and won't return for at least another month). Are there any other trouble-shooting steps that you can recommend?

Thanks, Kevin