Password Prompt when remote in to remote client

BrianHo

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Some of our team members would get the password prompt when they remote into the remote client. All members were defined and grant access to remote client with easy access enable. Stop and restart TeamViewer service from remote client does not work. Any idea why and how to resolve it?

.Carol.fg.

Hello @BrianHo , 😃

Thanks for your post, it's a pleasure to have you back in the Community!

👉 Could you provide more details on how the users are starting the remote connection?

Did you share the group with them? Or are they typing the IDs to start the remote connection?

• If the group is being shared, could you try to unshar the group and share it again with the team members with the difficulty?

I will wait for your reply to better assist you.

Best,

Carol 👩🏻‍🦰🌷

BrianHo

We set up our Helpdesk members to have Read/Write permission of remote client groups under Share. Each member will use their own email credential to remote into the remote client computer.

Yes, we created Shares with Read/Write permission in each group. We have one group for Windows 10 another group for Windows server.

We unshare the user from the group then re-share again would not make any difference.

.Carol.fg.

Hi @BrianHo,

Thanks for the additional information!

If the test to remove a single user from the group share did not work, I would advise trying to un-share the group with all users and share again.

• However, if it did not work, you will need to contact our support team by phone or ticket.

Please let us know how it goes, and if you need any further assistance. 🙋‍♀️

Best,

Carol 👩🏻‍🦰🌷

BrianHo

Why do we need to unregister user from the share then re-register? Would you mind sharing the reason?

.Carol.fg.

Hi @BrianHo,

Thanks for your question! 😃

Due to the fact that you can only do the account assignment to one account, to be able to grant easy access to other users, you would need to share the group with them.

If any error occurs during the group share (even though no error message displays), the user may receive the devices on their Computer & Contact list, but not the permission to remote connect using the easy access.

• 📌Please note: We advise using a master account for the account assignment and group sharing.

Most of the cases can be resolved by re-sharing the group, but if this is not your case, you will need assistance from our support team to investigate and troubleshoot it.

Here in the Community, we can assist you with information, but for technical issue investigation, our support team is better qualified. 🥇

I hope this information can help with clarification!

Let us know if you have any further questions.

Best,

Carol 👩🏻‍🦰🌷