easy access keeps dropping

jgt1942 · 2022-07-31T03:52:16+00:00

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jgt1942

I provide computer assistance for my family via the free version of TeamViewer. This past week my sister purchased a new laptop and I've been remotely transferring stuff from the old pc to the new pc. I've installed TeamViewer on her new PC and setup "Easy Access" so I can access her PC anytime we are both connected to the internet.

Because her PC is a new PC I'm forced to often reboot after various software updates. Sometimes after a reboot of her PC when I attempt to access her PC I see the following:

Each time I see the above, she takes a picture of her TeamViewer window and TEXT it to me.

After I get access on her PC I will recheck the option to grant easy access. I then enter my email and my TeamViewer account PC. TeamViewer then sends me an email to confirm this action, which I do. I then continue to work on her PC and eventually, I have to reboot her PC. Sometimes I get access and sometimes I repeat the above steps to get access.

It is highly likely that I've done something wrong, but I have no idea how to correct the issue. Her new PC is running Windows 11 and I'm running Windows 10 on my PC.

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JenW

Hi @jgt1942,

Thank you for your post! 🙌

First of all, please make sure to have the latest TeamViewer version on both sides of the connection. You can enable the auto updates for TeamViewer as well for the next releases.

Next, I recommend you to start all over again the process to configure Easy Access, following step by step our procedure: 👉 Easy access

Finally, when you reboot your sister's PC, could you check if the Easy Access box is still checked and set up to your user account?

Let us know if you need further assistance,

Best,

Jen

jgt1942

Thanks, Jen

I checked and both PCs have the same version (the latest).

Again, I went through the setup on her PC for easy access, and so far, it is not dropping. Possible user error on my part, but I know not what it is.

Because I'm setting up a new computer for her, I will be frequently accessing it over the next few weeks. At this time, she is on the road, and I cannot confirm the access.

I just checked her old PC and Easy Access is NOT checked but I can get access anytime it is online. When I installed TeamViewer on her PC, I created a TeamViewer account for her and I'm not sure how I created the remote access. I know that I'm not using the temp password on her PC. When I view the properties for the connections to the two computers (her new and old PC) I don't see anything that tells me how I created the connection.

On her OLD PC, when TV was installed, it was assigned (installed?) under her account (Lisa). On my PC TV was installed under my account (John).

On her NEW PC, TV is installed under her account (Lisa) and easy access was granted to my TV account and I had to enter my TV account PW and my TV account email. I received an email on my PC, from TV requesting that I grant access, which I granted. This method seemed to resolve an issue I previously encountered. Previously when I installed TV on a friend/family member's computer I assigned the computer to my account. This resulted in the remote user being able to see ALL of the computers in my account. When I reverted to creating a unique TV account for each user, this ensured that the remote users only saw his/her PC when they opened TV on their PC.

Sorry to ramble on but old age has made it confusing for me. I need well-colored simple instructions with LOTS of pictures!!! LOL!!

I've watched the video in the link you provided several times. At the 0:15 mark I see "Assign to account". If I were doing this on Lisa's PC I would enter my TV account PW. Is this correct?

I'm remotely connected to her old PC where "Grant easy access" is not checked. When I click on this button the text changes to "Easy Access for Lisa is granted". I expected to see the window requesting me to enter the email address I wanted to grant easy access.

Obviously, I'm a bit (actually more than a bit) confused.