Issue when connecting to a client

Harry_Towner · 2022-11-07T13:32:47+00:00

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I use a Mac and have been using TeamViewer for years to help family members (hence using the free version). I have been able to solve all my issues except this one.

Both myself and client (brother in-law) are running the same version of TeamViewer (15.35.7)

I am running MacOS 13.0 and he is running MacOS 12.5. I have been able to connect to other family members running the 13 or 12.5. In the past I was able to connect to his compute but no longer can. I have had him uninstall TeamViewer (via uninstall in the advance menu and delete the configuration files. I had him download a fresh copy of TeamViewer and install it. To my surprise (and delight) he did not get the question about allowing items in Security & Privacy. After checking, all TeamViewer privileges were properly assigned. I have deleted his old computer in my Computer and settings and added his back in. The first strange thing is that I don't get the option to connect and wait for authorization (my preferred method), I only get the option of using password. When I configure his device with the password shown below his ID, I try to connect and instantly get a message "A Connection could not be established". All of my other devices have the option to connect and wait for authorization (as well as with password).

Also for some reason, he created a TeamViewer account which I don't think is needed since he never connects to anyone. His TeamViewer shows that he is online.

One possibility is that TeamViewer is installed correctly except he has some other security feature set that is blocking the correct action of TeamViewer (and could have been the initial issue). He is not very computer literate.

How can I troubleshoot shoot this (we are 800 miles away). He is able to browse the web just fine (so it appears). Is there a tool to run to check his configuration?

Any help would be appreciated. Thanks

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Valeria2

Hi @Harry_Towner,

Thank you for your contact and welcome in our Community.

Our recommendation would be to uninstall the 15.35.7 version you have installed following the steps in described in this article 📃Uninstall TeamViewer on macOS and perform a new installation from our website where you will get the 15.35.5 version available while the 15.35.7 v is upgraded.

We hope this has helped you, for more information do not hesitate to contact us.

Best,

Valeria

Harry_Towner

Valeria,

Thank you for the rapid response. I got version 15.35.7 by selecting check for updates from the TeamViewer app installed on my Mac. I did take a look at the website and sure enough that version is 15.35.5 (as you said). I can follow your suggestion but when I connect to other clients running TeamViewer 15.35.7 I don't have an issue. Is that because of an issue with 15.35.7 running on Mac 12.5. I have another two other clients running MacOS 12.6 with TeamViewer 15.35.7 and again the connections are fine. Before uninstalling and re-installing are you aware of these issues.

Harry_Towner

Well this was very interesting. I went to the TeamViewer download site and downloaded what was reported to be 15.35.5 but when installed get info says 15.35.7 which was the same version to begin with.

Connecting to the client (both myself and the remote computer installed the downloaded version) still TeamViewer gave the door "A connection could not be established". I looked at the client TeamViewer load file and to my untrained eye didn't see anything.

However, for the first time ever, I created a TeamViewer meeting and was able to connect to the client and each were able to share our desktop (not control just share). So at least some communication is going on between myself and my brother in-law.

Any further suggestions?