no team viewer support

wwwjaimesilva

since the software asked the migration of devices into the new platform i cant see my devices online anymore. Ive reached out to support TeamViewer and unfortunately there was no feedback. i must sy that i do not recommend this software at all, it doesnt work and there is no reliable support.

.Carol.fg.

Hi @wwwjaimesilva ,
Thanks for your post and we're sorry to hear about the negative experience with our support team.

Please send me via private message the ticket number, we can forward your feedback internally to the designated team.

Regarding the issue, we would need more details to help you.

• What is the OS of the migrated devices?
• Are they on the newest version of TeamViewer?

If the devices aren't in the newest version, please update them all.

Let us know if the issue persists after it.
Best, Carol

wwwjaimesilva

Hi Carol, the issue is on one hand that i used to be able to wake the devices. Now after the migration that functionallity is not working anymore. Another thing, the devices have the host on so i used to be able to force the remote support with no intervention from the user. Now that is also not posible. Functionality is not working anymore. The app, just is not worth it anymore because everything that used to make it distinguish from the market, doesnt work anymore.

.Carol.fg.

Hi @wwwjaimesilva ,
Thanks for the additional details!

Please know that the wake-on-LAN feature requires a license.
If the system isn't recognizing your license activation, we advise you to contact our support team for help.
The step by step to configure wake on LAN you can find here: https://www.teamviewer.com/en-us/solutions/use-cases/wake-on-lan/#qalist-122f6cd22d-item-a4274d4203

It is possible to configure Easy Access for Hosts by following the steps in the article https://www.teamviewer.com/en/global/support/knowledge-base/teamviewer-remote/remote-control/provide-unattended-remote-support/ .
If you need help with this configuration, we would be happy to assist you.

Let us know how it goes. 🙋‍♀️
Best, Carol

wwwjaimesilva

thank you for the follow up. I only use TeamViewer to access android devices. Is there a step by step for Android devices configuration? Prior to the migration I could wake the devices, I could connect unattended for remote support, but know neither of these options is working even if I reinstalled the Host app in the End user devices.

wwwjaimesilva

Hi Carol, any chance i can have a license test for a couple days so i check if with the license i can access remotely to the device i need? appreciate your help.

.Carol.fg.

Hi @wwwjaimesilva ,
Thanks for your messages and the additional information!

I checked internally, and I can confirm to you that it was never possible to configure the feature Wake-on-LAN in Android devices. Could you be referring to our Eco mode feature by any chance?

The feature Eco mode allows the Android device to close to its black screen to save energy, but the technician can still connect to the device, which will display a yellow monitor in the Device list.

To check if the Eco mode is on:

1. Open the Host on the Android device,
2. click the three dots,
3. select Advanced,
4. make sure Eco mode is enabled.
   
   

Regarding acquiring a test license, you would need to contact our sales team directly to check if it would be possible - our community team wouldn't be able to provide you with a trial license.

I hope it helps!
Let us know if we can help you any further.

Best, Carol