TeamViewer session logging and Computer management

AnnAblett · 2022-09-15T10:50:25+00:00

There was an error rendering this rich post.

I am new to TeamViewer and finding my way round the management console. I've come across a couple of issues and wonder if anyone could offer any advice -

Session logging does not seem to be working.

I am setup as a user in the management console, with "Log sessions for connection reporting" enabled

I have initiated a session to an Android tablet using the account, but no session reporting has appeared for this

Not able to connect to an Android tablet from Groups - My Computers

I have setup the same Android tablet in computers and contacts.

I have a "Connect" button next to the device, but this is not making a connection.

In the computer details I have set the TeamViewer ID for the tablet.

Find more posts tagged with

Accepted answers

JeanK

Hello @AnnAblett,

I'm glad you now have access to the connection reports.

Thank you for sharing the error message you are getting - I understand the problem now.

You need to add the Mobile Device Support add-on to your license to connect to mobile devices.

If you don't have it, this would explain why you are getting the error message when trying to connect to a mobile device.

You can add the Mobile Device Support add-on to your main Premium license by using this link.

Maybe not the reply you were hoping for, but I hope this could at least answer your question. 🙂

/JeanK

All comments

JeanK

Hello @AnnAblett,

Welcome to the TeamViewer Community! 🚀

Regarding your first question, I want to make sure you are checking at the right spot.

To check connection reports, you need to:

Open up the TeamViewer Management Console under https://login.teamviewer.com.
Select any individual group or the All group. The reports can be displayed for all devices and users within the selected group.
Click on the Connection Report tab.

Are these the steps you are doing to access the connection reports?

________________________________________________________________________

Regarding the second question, when you try to connect, does the Android device show online (blue icon)? Or is the status yellow? Or is it offline?

Always happy to hear from you.

/JeanK

AnnAblett

Hi JeanK

Thanks for your response,

The response to the first question has solved this - I have found connection reports now.

The second problem, about connecting to the tablet from Groups is still persisting

With the tablet switched on and QuickSupport open it appears as "online" in the device list.

However when I click "Connect" to make a connection from here, I get the message "Sorry, connections are blocked - The device is blocked by an expired trial licence Please buy a licence to continue using TeamViewer"

I have got a Premium TeamViewer licence which is registered in the management console. How do I get the session to recognise this?

AnnAblett

Hi Jean,

I did buy the mobile add-in support module with the licence as we will be using teamviewer just with mobile devices.

I updated QuickSupport on the tablet, and this seems to have solved the problem.

Thanks for your help and thank you for responding so quickly.

best wishes,

Ann

JeanK

That's great news! Well done! 🥳💪

Weird that the error message was not related to the actual technical issue, though...

Happy to see you around soon!

/JeanK

AnnAblett

I'm guessing that updating QuickSupport made it recognise that we'd got the premium licence? so hopefully this error won't occur again.

Ann

JeanK

Hello @AnnAblett,

I'm glad you now have access to the connection reports.

Thank you for sharing the error message you are getting - I understand the problem now.

You need to add the Mobile Device Support add-on to your license to connect to mobile devices.

If you don't have it, this would explain why you are getting the error message when trying to connect to a mobile device.

You can add the Mobile Device Support add-on to your main Premium license by using this link.

Maybe not the reply you were hoping for, but I hope this could at least answer your question. 🙂

/JeanK