Random Connection Issue

P_Crosby
P_Crosby Posts: 7
in General questions

I have one computer that my colleagues need to connect to that will randomly not complete a connection. For example I am connected right now but my co-worker can not. On occasion I can not connect while a coworker can. Incredibly frustrating. The computer is a valuable part of our supporting customers.

2022-06-01 10_34_28-Error.png


Answers

  • JeanK
    JeanK Posts: 7,036 Community Manager 🌍

    Hello @P_Crosby,

    I recommend restarting the TeamViewer service on your computer.

    If this does not solve the issue, you will need to restart the TeamViewer service on the remote computer as well.

    We explain how to proceed right here:

    Restart TeamViewer service.gif

    /JeanK

    Community Manager

  • P_Crosby
    P_Crosby Posts: 7

    Although this is a common way to "fix" the problem. In this case a restart of the TeamViewer service does not help.

  • JeanK
    JeanK Posts: 7,036 Community Manager 🌍

    Did you restart the TeamViewer service on both ends (local and remote computer)?

    Community Manager

  • P_Crosby
    P_Crosby Posts: 7

    Yes, restarted on both ends. I literally have hundreds of computers I can connect to at any given moment but this one will randomly refuse connection and it is not just from my side. I have colleagues who can not connect either.

  • JeanK
    JeanK Posts: 7,036 Community Manager 🌍

    In this case, you could try a full uninstallation of the software by deleting the registry entries on this device:

    📄 Uninstall TeamViewer on Windows

    And reinstall TeamViewer with a new package from our website:

    💾 TeamViewer - Windows Download

    Let me know if this fixed the issue.

    /JeanK

    Community Manager

  • P_Crosby
    P_Crosby Posts: 7

    I did a complete uninstall, including the registry clean up. (BTW, There was nothing in the "WOW6432Node" for TeamViewer.) Restarted the computer and then installed using a new install package from the TeamViewer website. I am still having the same random connection issues. I connected for an hour or so then disconnected. The I tried connecting again and got the same failure to connect.

  • JeanK
    JeanK Posts: 7,036 Community Manager 🌍

    This is very odd. Did you do some test to make sure the internet connection is stable on this computer?

    Community Manager

  • P_Crosby
    P_Crosby Posts: 7
    edited June 2022

    I tested the internet connection by send a continuous ping to OpenDns at [removed per Community Guidelines] and had no issues. I also did the same thing to teamviewer.com. The results were the same. No issues at all.

  • P_Crosby
    P_Crosby Posts: 7

    I'd like to find a solution to this problem. Are you still investigating?

  • JeanK
    JeanK Posts: 7,036 Community Manager 🌍

    Hello @P_Crosby,

    Sorry for the late reply.

    It looks like a bug that needs to be closely looked at.

    Would you mind opening a ticket and attaching the log files to it?

    Our engineers will be able to investigate the issue.

    ➜ How to submit a ticket

    ➜ How to find your log files

    /JeanK

    Community Manager

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