Assing to me button missing

Simokkio · 2022-09-06T08:14:55+00:00

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Hi,

Any ideas what i could try next, since ive been having this issue a while now. The problem only occurs occasionally, but when it does, nothing but time can fix it.

So the problem is that when I try to connect remotely the "assing to me" button is completely missing. This does not appear even if I uninstall and reinstall teamviewer. Updating and booting the machine doesn't help either.

I have Win10 and latest version of teamviewer

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Simokkio

Will do, thanks.

JeanK

Hi @Simokkio,

Great to see you posting for the first time!

Do you mean this button here?

Or are you talking about a different one?

/JeanK

Simokkio

Hi Jean,

To be clear, my work includes taking remote controls over our customers pc:s. So the problem occurs, when i try to take remote connection to their computers, i occasionally have an issue, where "assing to me" button is missing. See pictures below

As an example, i want to take remote connection to this pc. I use this photo just as an example, im aware this one is not online, and not ready to connect

But when i have that issue going on, this button is missing, and i cant connect, unless i ask their remote connection ID and password

Like i said before, this problem can't be fixed by reinstalling teamviewer.

Thanks for ur help

JeanK

Thank you for getting back with more details.

Are you the only user taking the service cases, or are other users involved?

Simokkio

Im the only user

JeanK

Could you please check which value you have under Default assignee?

Simokkio

Hi,

When any of our customers open teamviewer connection, they appear under group that we have made. In that group we have default assignee value as "Unassigned"

Simokkio

Oh and i misunderstood ur earlier question where u asked that am i the only one taking service cases.

Im not only one in that, but im only one having this issue.

JeanK

Thanks for coming back with crucial information. 😇

Now you are telling me that you are not the only users in the service queue, I think I found the issue.

If a user picks up the service case before you and assigns it to himself, you won't be able to assign it to you.

And therefore, you won't be able to see the assign button.

Next time this happens, make sure to check if another user might have taken the case already!

I look forward to hearing from you.

/JeanK

Simokkio

Unfortunately that's not what causes the issue. I have tested it so that my co-woker opens connection and then i try to assing it for me, but the button is missing.

I guess it is some software issue, that i can't fix with simple solutions, like reinstalling.

JeanK

In this case, the best option would be to open a support ticket, so our engineers can have a closer look at this issue:

📄 Open a support ticket

Let us know about the outcome of the investigation!

/JeanK