TeamViewer 15.33.7 cannot connect to lower QuickSupport versions

Bauradar · 2022-09-02T08:40:48+00:00

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Hello,

for the at least third time it happens that after an update of TeamViewer the connection to former sub-version of QuickSupport does not work any more.

Current example:

15.33.7 on my site as supporter (using a commercial license)

15.14.3 using QuickSupport on the customer site

At the same moment the customer uses the very last version of QuickSupport the connection works again.

I am looking urgently for a solution. And its not: Update all customers.

Thanks

Nikolaus Kern

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JeanK

Hello @Bauradar,

Congrats on your first post! 🙌

Quick question - are you supporting your customer with a custom QuickSupport that you created in the Management Console?

Or are they using a regular QuickSupport (the standard version you can download from our website)?

Looking forward to your reply.

/JeanK

Bauradar

Hello,

we could reproduze the problem with an older customized version from get.teamviewer.com/xxx - but not the latest minor version. Yes, its quicksupport.

Niko

JeanK

In this case, I'd simply recommend sharing the link of your module. The one you can find in your Management Console under Design & Deploy.

If you are sending the latest link to your customers, they will open the QuickSupport in the latest version, and you won't have this problem anymore. I would refrain from using old customized versions to avoid any issues.

/JeanK

Bauradar

Hello,

I deploy always the latetest QS version with my updates. But: When the customer hast a problem and the TV connection does not work I need the customer to download and run the newest version.

There is no problem that the newest TV version does not work with much older major version. But there is clearly a problem, if the same major version, but different minor/build version cannt work together.

I need to support at the very same minute the customer calls and not after I have guided him through a download etc.

The main question is: I was able to reproduce this problem in the past, then something happend, but neither on my nor the customer site. What was it? Can such a problem be detected during pre-rollout tests and fixed then?

TV is a tool and needs to work.

Niko