New computer not connecting

helpless

Hello - I have used TeamViewer once a month for the past several years and it works very well. I have a new Macbook and tried to start a session for my partner to remote in. Nothing works. I've checked all my settings, firewall is off, FireVault is on (this seems prudent), and he just sees that messy blank screen.

What could we be doing wrong? I updated the version as well.

Thank you.

RRY

I have the same problem with a WIndows 10 system. I have been managing my dad's computer for several years now without any problems. Recently, after upgrading the remote system to new machine with the latest version, I can not connect to his system, even though TeamViewer running on the remote system. Easy Access is also granted.