No Partner Connection

I have had a few people in the last week say they can't connect to a remote computer although TeamViewer is running on the remote PC, a restart of the service seems to fix it.

I first noticed it around the time when the message to update to the new interface, has anyone else experienced this?

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ElifG

Hello @MXMasterNL,

We are happy to get it clarified for you.

We are always working on improving our product and services, and all feedback is important to us.

Thank you for sharing and for your detailed message!

Since you have already created a ticket and you are using the newest version with the newest UI, our support team will take it from here for further investigation.

Wishing you a great day!

Best,

Elif

MXMasterNL

In reply to ElifG (The reply button is missing from her last message)

"We would like to clarify that TeamViewer Remote, is the name of our new interface and TeamViewer Host also exists with our new interface."

Ah, Ok. That clears things up. I have a feeling I probably am not the only one who didn't know this.

With that out of the way: at least two of the four hosts we are experiencing these problems with already had the newer "TeamViewer Remote version of TeamViewer Host" installed before the problems first started.

The Endpoint that wasn't ready for connection anymore last friday had been "upgraded" to the new UI before, too.

As of today: All of the eight Endpoints have TeamViewer Remote Host installed.

So, to be clear: I can confirm that this problem occurs in the newer interface/UI, too. (Albeit at a lesser fequency, it seems.)

"Additionally, as a client, we would encourage you to create a ticket to our Customer Support team for assistance"

I have already done so last friday. Today they asked me the following:

"-TeamViewer ID of the 4 affected devices?
-Operating System?
-Did you install a customized Host or the one available on our website?
-Is it the 32bit or 64bit version?
-Did you uninstall TeamViewer following the procedure described in this guide: Uninstall TeamViewer?"

I have answered all of the above and am currently awaiting their response.

ElifG

Hello @MXMasterNL,

Thank you for your detailed post and the time you put into sharing your experience.

We would like to clarify that TeamViewer Remote, is the name of our new interface and TeamViewer Host also exists with our new interface.

Here, for example, is TeamViewer Remote with Full Client:

Here is TeamViewer Classic (that is our old interface) with Full Client:

Here is TeamViewer Remote with the Host module:

And here is TeamViewer Classic with the Host module:

Therefore, surely you can use Unattended Access via the Host module using the new interface, TeamViewer Remote, on the newest version.

We would also suggest you to check if your operating system is also in its newest version: Supported operating systems for TeamViewer

Apologies from us about the broken link. Additionally, as a client, we would encourage you to create a ticket to our Customer Support team for assistance: Submit a ticket

However, we are also happy to assist you on Community 😊

Wishing you a great day!

Best,

Elif

MXMasterNL

As promised, update:

Problem did only re-occur on one of the two "problem hosts" as per today - 4 days after the last time.

Restarting the TeamViewer service makes the endpoint accesible again.

Reinstalling whilst retaining settings seems to have helped somewhat but doesn't seem to solve the problem on the longer term.

The problem has occured on two other devices as per yesterday, too. I have also reinstalled TeamViewer whilst retaining settings on that endpoints, too. I did so becasue as of yesterday I was somewhat convinced the reinstall fixed the problem on the other two hosts.

I will create a ticket to try and solve this and will update this post periodically.

MXMasterNL

Hi Elif!

"If you have a license that supports the TeamViewer Classic"

We have a paid (close to €1000/year) TeamViewer Premium subscription.

"We would still encourage you to switch to TeamViewer Remote"

Again, as I have stated before:

"Moving to TeamViewer Remote" as suggested as a fix for this problem by ElifG in this post isn't an option for us. That is, if what TeamViewer itself states about unattended access in the TeamViewer knowledge base is correct:

"You can set up unattended access (setting up access to a device when an end-user is not present on the remote side) without asking an end-user to log in by installing TeamViewer Host."

Please react to my statement and please open the Hyperlink, which:

-..redirects to your own Teamviewer.com Knowledge Base website.
-..is under the "TeamViewer Remote" section.
-..specifically states that the only way to gain unattended access to an Endpoint is "by installing TeamViewer Host."

So either you are right or the Knowledge base article is right.

I'd like to hear which is.

"Additionally, our clients are welcome to contact our support team via the ticketing system for further investigation of their cases: Submit a ticket"

Dead link. But I am quite sure I will manage to find the ticket section myself.

ElifG

Hello @maquiot,

Thank you for your reply.

We understand your frustration, however, we are not aware of other users with similar issues. Here, we have our status page, that all systems look operational: TeamViewer Status Page. Could you tell us which operating systems and versions you are using?

Would be helpful for us to know what type of error message is displayed on your screen. Also, is it happening in all your devices?

Additionally, do you happen to have any firewalls in place? If so, would be helpful to check whether the necessary ports are open. Here is a link to the ports and URLs used by TeamViewer: Ports and URLs used by TeamViewer.

Hopefully these troubleshooting steps are helpful. However, if you need further logfile investigation, please create a ticket for our Customer Support team: Submit a ticket

Happy to do our best to support you and wishing you a great day!

Best,

Elif

maquiot

Responding to ElifG

Using new UI - yes
IPv6 - was already disabled
Fix connectivity issues - already tried, didn't help

After rebooting, uninstalling, reinstalling, blaw, blaw, blaw … now working.

It seems to me that if I was always able to connect using your competitors product (name of which you redacted???!!!) then the problem is with your software and it should be fixed. So, much time wasted and I have no confidence that this won't happen again. We were planning to phase out *bleep* and use TeamViewer exclusively. I'm now questioning that it should be the other way around because wee need a reliable solution.

ElifG

Hello @MXMasterNL,

Thank you for your comment.

Here is our announcement on TeamViewer Remote's Free Version Redesign for more details about the available features for free users.

If you have a license that supports the TeamViewer Classic interface, we would still encourage you to switch to TeamViewer Remote as it is the newest version and it is better for the performance of your operating system. Switching to the new user interface is essential to ensure optimal functionality and to resolve compatibility issues. Please check here for our supported operating systems: Supported operating systems for TeamViewer

Additionally, our clients are welcome to contact our support team via the ticketing system for further investigation of their cases: Submit a ticket

All free users must be in the newest version, unfortunately there is no workaround for this.

We will be happy to support you while using the new interface also!

Best,

Elif

MXMasterNL

We are experiencing what seems to be the same problem on two (2) of eight (8) EndPoints which have TeamViewer Host installed.

-Latest version of TeamViewer Host is installed on all eight hosts.
-No problems on the other six hosts.
-The problems started around the 3rd of august .
-The two "problem hosts" are on different locations and on different internet connections.
-On the location of problem host #1 there is another host which has no problems at all. Same OS (Windows 10 Pro x64), same network segment, same TeamViewer settings, same TeamViewer version and same internet connection.
-Both "problem hosts" have had this problem four times now. It seems to happen around 48 hours apart.
-In contract to what Eddie2608 mentions, we have not received any messages regarding an update to the new interface as far as I can tell.
-I checked the TeamViewer connection logs. What is interesting is that on at least one occasion the enduser mentioned a time and date he was able to still successfully connect to one of "the problem hosts" but I was not able to find a correspoinding log entry in the TeamViewer connection log on said EndPoint.

To me this indicates that TeamViewer is already not working properly whilst the enduser is still able to connect.

"Moving to TeamViewer Remote" as suggested as a fix for this problem by ElifG in this post isn't an option for us. That is, if what TeamViewer itself states about unattended access in the TeamViewer knowledge base is correct:

"You can set up unattended access (setting up access to a device when an end-user is not present on the remote side) without asking an end-user to log in by installing TeamViewer Host."

-For now I have removed and reinstalled TeamViewer Host on both "problem hosts".
-I have choosen to retain the settings when removing TeamViewer Host.
-I have used the latest installer to reinstall TeamViewer Host.

I will monitor if the problem returns or not and update this post either way.

ElifG

Hello @maquiot,

Thank you for reaching out and sharing these details.

It is important to switch to the new UI to avoid such issues, have you tried it? Also, thank you for sharing that you have set the automatic update.

Apart from using the old UI, connectivity issues may have different causes. A common one could be IPv6 instability. Here is our page on troubleshooting the issue, please follow the instructions on this page: Fix connectivity issues.

Let us know how it goes! Happy to assist you further.

Best,

Elif

maquiot

I'm having a similar problem: "No connection to partner!" even though the icon for the connection shows a green dot. Was able to connect a couple of days ago to the same system, not today.

I was able to connect to the same system using *bleep*. Using that, I tried restarting the TeamViewer service on the host system (host and client both Windows PC) but still get the same message.

Both client and host are set up for automatic updates.

Client information posted below.

This problem is intermittent, sometimes connects, sometimes not. Some other systems connect more reliably.

Please advise.

===== Client Info =====

UI version: 15.68.5
Commit hash: 4103faf4f2
Domains:

[removed per Community Guidelines]

ElifG

Hello @Eddie2608,

Thank you for your reply and your valuable feedback. That is great to hear!

Yes, it is the latest version of TeamViewer.

We do recommend our users to switch to TeamViewer Remote as it is more optimized.

Switching can feel unfamiliar at first, however you will have the comfort in the modern experience over time, and the new features will only be available in the new interface.

Let us know if you have any questions, we will be here to support you along the way!

Best,

Elif

Eddie2608

Hello Elif,

Yes my first post because the product has been so good in my five years of supporting never needed to ask for help 😊

We do keep TeamViewer up to date, the PC with issues this morning was running 15.68.5.0 which I believe is the latest version.

Do you think it is worth trying to switch to the new interface?

Regards

Eddie

ElifG

Hello @Eddie2608,

Happy to see your first post in TeamViewer Community!

Sorry to hear about the connection issues, but we can troubleshoot these easily! 😊

Outdated versions can lead to connection issues. In general, it is important to keep TeamViewer up to date. This is essential to ensure compatibility and security with no performance problems.

Here is our guide on how to update TeamViewer, either automatically or manually: Update TeamViewer.

Please let us know if you need further assistance.

Best,

Elif