Hello team , please advice . I have valid license of TV. And when trying to connect to user i got this message . I have tried to run TV from diferent PC . Same problem.
Thanks .
MM
Dear all,
Thank you for your patience!
Our team may have identified the cause of this issue. However, they still need to investigate and they are working on a solution.
We are unable to communicate any resolution time but rest assured that we are doing our best to resolve it.
We will of course keep you updated as soon as we receive any information from our team.
Thank you for your trust,
Jen
It seems we have the same issue.
User receives a session-ID (s-xx-xxx-xxx), when I click 'Assign to me", I get an error: Enter a valid e-mail address.
Teamviewer version: 15.41.9 (64-bit)
Freshly downloaded TeamviewerQS.exe version: 15.41.9.0 (taken from the file properties screen)
As a workaround, we use the old fashioned Teamviewer Quick Support, without a session ID but with a conventional ID.
Hope there is a fix for this soon.
Kind regards,
Jasper
I contacted Teamviewer support, I got some good help from @DavitS (i think?) (thanks again)
We have a Teamviewer Business Legacy license, 1 user, 1 channel, 3 devices from where you can give remote support.
If there are two users set in the Management Console, session IDs don't work.
We are going to upgrade to Teamviewer Premium; 15 user, 1 channel, unlimited devices from where you can give remote support.
Keep you posted. 👍️
Tagging @JenW @MarosMazur
I have the same problems whats happen in this issue
Thanks @JenW
I will post here as soon the problem is resolved, hopefully I can share some details then.
Regards to all. 🖖
Hi @MarosMazur, @JasperVB & @CNilsson,
Thank you all for sharing your cases with us!
They have been forwarded to our technical team. They are currently working on them.
We're sorry about the inconvenience, and we thank you for your patience and understanding.
Best,
Just to let you know, the issue remains in version 15.42.5
Hello @JenW (and dev-team maybe?)
It has (almost) been three weeks. Is there an update, or better; an ETA for this bugfix?
If it's not a bug then, can we do something?
Thanks and kind regards.
Hello Jen ,
the error coms when i click on "Assign to me" . See picture
We are having the same issue.
The main account for our company can connect fine to the Quick supports, but no other account connected to our origanisation can.
It is only TeamViewer QS that's not working. Giving the Please enter valid Email.
The users have tried doing passwords resets, and they do get the resets to their emails fine.
Hello @JenW any hint ? Looks like more people have the same issue like i do .
Thx
Dear @JenW or someone else of the technical staff,
I just updated to 15.41.10 , but unfortunately the issue remains. Also after a complete uninstall with removed setting.
I double checked my profile online, the places where I can enter an e-mail address are filled in correctly. Also the license is valid and applied to my computer.
Please start communicating, I think it is quite important to keep customers.
Same problem here. Hope there is a solution on short term
Hi, do we have any news on this issue as I too have the problem
I currently am unable to use my Quicksupport tool for ad-hoc client support, which makes my job rather difficult
Please update or escalate @JenW
Dear @JenW 2 months are behind us. No ETA + No Fix = no help .
Any outlook ?
Hello @JasperVB & @MarosMazur,
We apologize for this delay.
Our team is still working on the issue, and I'm not able to give you -yet- any ETA or fix.
Please bear with us and use, as a temporary workaround, the ID and password.
We do not forget you all and constantly work with our dev team to give them any information we can get from the users.
Thank you again for your patience in this matter.
@JenW
Any update?
Hi @JasperVBall,
Thanks @JasperVB for bringing this up.
After checking internally with the support team, we invite you to contact them directly for further assistance.
We're still investigating about the root of the issue, and our support team will be happy to investigate further with you, according to your license and user account.
Indeed, as per security and privacy matters, we cannot assist you further in the Community.
We apologize for this delay, and thank you all for your patience that we highly appreciate.
FYI: @MarosMazur, @CNilsson, @John_Heffsten1, @Rien_JINQ, @O_Carmen
It's working now. The upgrade to Premium was done in minutes, problem solved.
Thanks all!
Hi @JasperVB,
Thank you so much for sharing the info you got from our colleague @DavitS 😀
We're happy to hear that the issue has been solved on your side!
Wishing you a nice weekend ahead,
Hi @MarosMazur,
Welcome to the TeamViewer Community! 🙌
We would need a bit more details about your use case.
Do you see this error message when trying to add the email address of the user in your Computer & Contact list ?
If it is the case, please check if there is no blank space before and in between the letters.
Let us know how it goes!
Thank you for your reply.
After running some internal tests, I couldn't reproduce the issue: I could assign the session to my account via the button "Assign to me".
As a first verification, would it be possible to check the version of the QuickSupport?
👉 To do so, please right-click on the TeamViewerQS file, then on Properties ➜ Details.
You'll be able to see the version fn the QS on the Product version line. The latest version is currently 15.41.9.
If it is not the latest version executed, we would suggest to download again the .exe file of your custom QuickSupport and try to assign the service case to your account.
Please let us know how it goes!
