Remote computer access freezes immediately

DagmarH

Hello,

I am accessing my father's computer via remote access (free license) to fix his computer problems. Attempting to do that today, I logged into his computer via the password he provided. The remote session started, and I could see his desktop, but I was unable to click on anything and whenever he clicked on files and opened them, etc. I could not see that either. It appeared like I had been granted access to a snapshot of his device when starting the remote session and nothing after. Did he lock me out accidentally, or is there something wrong with either one of our teamviewer applications?

Thank you!

.Carol.fg.

Hello @DagmarH ,
Thanks for your question and welcome to our Community!

What is the OS of your father's device?
If it's a macOS, please know the following steps are necessary: https://www.teamviewer.com/en-us/global/support/knowledge-base/teamviewer-classic/remote-control/remote-control-a-mac/

I'm looking forward to your reply.
Best, Carol

DagmarH

Hi Carol,

Thank you! I am using a Mac, and he is using a Windows computer. I am not 100% sure which system is installed there. So far, I have never had this problem. Is this something new?

Thank you so much!

Best,

Dagmar

.Carol.fg.

Hi @DagmarH ,
Thanks for the additional information!

Nothing changed regarding the remote connectivity on the newest version of TeamViewer.
You can double-check the supported OS versions in the article: https://www.teamviewer.com/en/global/support/knowledge-base/teamviewer-remote/download-and-installation/supported-operating-systems-for-teamviewer-remote/
Please make sure TeamViewer is on the newest version on both sides.

We would also recommend checking the advanced settings of both devices.

1. Open TeamViewer Remote and click on the gear icon at the left menu.

2. Go to Advanced Settings.

3. Click Open advanced settings, and:

• On Advanced Settings for connections to this computer, verify if the Access Control is set to Full Access.

• On Advanced Settings for connections to other computers, verify if the Access Control is set to Full Access.

4. Click Ok to save and try to remote connect again.

Let us know how it goes, and if we can help you any further. 🙋‍♀️
Best, Carol

DagmarH

Hi Carol,

Thank you very much! I will try that.

Best,

Dagmar