Client Just Stops Reporting into Console (Error 4)

justtrapdoor

I have windows 11 client that used to work fine suddenly appearing to be offline in the console so we cannot connect to them.

TV service is running. Updated to v15.54.6.0. No change.

If I look in Teamviewer15_Logfile I can see lots of errors like:

2024/07/01 07:17:58.305 6536 1960 S0!! ProviderFunctions::ReportDeviceState: received Error 4
2024/07/01 07:17:58.305 6536 1960 S0!! UpdateStates::ReportDeviceState(): Failed to report new device state. Error code: 4
2024/07/01 07:17:58.305 6536 1960 S0!! MDv2::ManagedDeviceController::DoSync: PreSyncOperation failed

2024/07/01 07:18:42.564 14592 16516 G3!! DriverInstalled: SetupDiGetDeviceRegistryProperty failed with error code 122, Errorcode=122

2024/07/01 12:15:25.294 5872 5956 S0!! MDv2::SharedState::ListSharedStates::<lambda_1>::operator (): Received Unauthorized error 6
2024/07/01 12:15:25.294 5872 5956 S0!! MDv2::Sync::UpdateSharedState::Start::<lambda_1>::operator (): Received error 2

2024/07/01 12:15:25.341 5872 19428 S0!! ProviderFunctions::ReportDeviceState: received Error 4
2024/07/01 12:15:25.341 5872 19428 S0!! c
2024/07/01 12:15:25.341 5872 19428 S0!! MDv2::ManagedDeviceController::DoSync: PreSyncOperation failed

2024/07/01 12:15:25.415 18520 12460 G3!! RequestDeviceLimitsFromProvider::Execute::getDeviceLimitsCallback: unexpected system error 4 (Command not handled by receiver)
2024/07/01 12:15:25.415 18520 12460 G3!! RequestDeviceLimitsFromProvider::Execute::getDeviceLimitsCallback: DeviceLimitsRequest failed

I just cannot see what else is wrong. The device is showing as being offline for days in the console, but is powered up and in use. We have rebooted, restarted the service, flushed dns, etc.

Thanks.

TVSupportMatt

Hello @justtrapdoor & @Sam987

Welcome to our Community and thank you both for your first posts! 🌏️

We did have an increase in reports of similar issues happening like this previously, and I do believe it was confirmed it was an issue related to a version update causing a device to show offline in a certain interface, even though it was truly online.

I would first suggest making sure your application is fully up to date to version 15.55.3 as that is our current version and an update was released to fix that known issue.

After updating, if you find the issue still persists, I would suggest performing an advanced uninstallation of our application by following the instructions outlined in the Knowledge Base article pasted below.

https://www.teamviewer.com/en-us/global/support/knowledge-base/teamviewer-remote/download-and-installation/uninstall-teamviewer-remote-on-windows/

Then reinstall, launch, sign in, and test.

Let us know how it goes and if you need further help. 👍️