I Have the ID Number of the Controlled Laptop. However...

Puma1020 · 2023-06-22T18:57:17+00:00

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...trying to download the free version to that laptop which I will control, the user has tried to log in with his email address and password, and it constantly tells him that his email and password are not recognized. He is listed on my computer as one of the 2 that I control via TeamViewer. Even if he resets his password and is confirmed, he still receives the same message. Is there a solution?

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.Carol.fg.

Hi @Puma1020 ,

Thanks for reaching out to our Community!

Please know that if the partner side will only receive connections, they don't need to log in on TeamViewer Remote. You can remote connect to them using the ID and random password that displays on the home screen:

If the remote user also needs to use TeamViewer to connect to other devices, they must sign in with their TeamViewer account. They can click Create one here (if they never had create one account before), or Sign in to TeamViewer if the account already exists. If they don't recall their password, they can reset it here.

You mentioned that you will control the partner device, do you need attended (partner must authorize each remote session) or unattended access (connects directly to the device unattended)?

I'm looking forward to your feedback to better assist you. 🙋‍♀️

Best, Carol

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Puma1020

🖐️ Hi Carol! Thanks so much for a timely and speedy reply! I usually provide attended access for the partner's sessions as he is older and it's majority research on things that he wants to see as I scroll options. He has had the free version on his laptop since I downloaded it in 2021. Didn't have a problem until his hard drive had to be replaced. I did create him an account back then with his email and a password, but after downloading it after the repair, TeamViewer doesn't recognize his credentials. Even if resetting the password, it is still not acknowledged. I will take my Chromebook to him tomorrow and test it. I know that the basic interface was the easiest to control when working with both him and his wife. His computer is 64-bit Windows. Is that the proper download to use if I am remotely controlling his and hers? Thanks so much. You have truly helped me a great deal thus far! 😀

.Carol.fg.

Hi @Puma1020 ,

It's my pleasure to help. 😄🌷

About his account password, I wonder if it could be caches/cookies in the browser. Could you try resetting it again in an incognito window or a different browser?

You can find TeamViewer 64-bit for Windows for download here.

Let us know if you have any further questions or concerns.

Have a great day! 🙌

Best, Carol

.Carol.fg.

Hi @Puma1020 ,

Thanks for reaching out to our Community!

You mentioned that you will control the partner device, do you need attended (partner must authorize each remote session) or unattended access (connects directly to the device unattended)?

I'm looking forward to your feedback to better assist you. 🙋‍♀️

Best, Carol