Connection frequently stuck at "Starting remote session"

We use TeamViewer to support a customer. Connection to the customer device via id and password worked decently in the past weeks. However, since last week the connection gets stuck at the screen "Starting remote session". The customer claims that nothing has changed with the device and its network connection. The device is displayed as "Online" in our device overview screen and authentication seems to work reliably, too. Any idea what the reason for such behaviour could be?

In the TeamViewer log I find the following lines, could that be connected to the problem?

2025/08/01 12:02:07.527 23856      12548 G1! Activity timed out: Remote Display Parameters
2025/08/01 12:02:07.577 23856      24968 G1   SessionMessages::Received_SessionChanged: RDP_Minimized (128)
2025/08/01 12:02:07.577 23856      19284 G1   RemoteScreenSessionMessageUIModel::OnSessionMessage: RDP_Minimized

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Ying_Q

Hi @saxonq,

Thanks for getting back to me with the RDP confirmation! Please also keep in mind that RDP could also be one of the reasons.

When the starting remote session appears during the remote connection, are you running the latest version of TeamViewer, v15.68.5, on both sides?

Unfortunately, the moderators are not able to run the logfile translation, but if you would like to contact the Support Team directly for help, you may find them via Chat.

Ying_Q

saxonq

Hi Ying_Q,

thanks for your fast reply! The connection window shows a black screen for one or two seconds, then switches for the screen above indefinitely.

My first guess also was an open RDP connection, but the customer assured that all connections to the remote device have been closed. I will ask them again to check this.

Anything else I could check, e.g. in the logs?

Best regards,

Fabian

Ying_Q

Hi @saxonq,

Thank you for posting in the Community!

May I ask you to share a screenshot of the error message from TeamViewer please? Does the remote user have any remote desktop session running while TeamViewer is also working? Do you see a black screen when TeamViewer remote connection starts?

If that is the case, can you please advise the remote user to maximise the RDP connection when you want to start TeamViewer connections please?

I am keen to find out if the action of maximising RDP will help, and hope to hear from you!

Best,

Ying_Q