Stuck at connecting

Shows online, but can't connect. I've connected to this laptop multiple times already, it only became inaccessible after christmas / today. Its been restarted but nothing has changed. (Shows its online, click connect, connecting, and after a decent while nothing happens.)

(*This is my grandmothers laptop)

I've confirmed i can connect to my other family's system without issue.

Module: Full

Version: 15.73.5

Regards

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cyklon

I would like to provide update, this hasn't been resolved. I had confirmed udp connection is working as should, and whitelisted correct ports for udp… this kinda looks like there are some authentication errors on teamviewer server side.

.Carol.fg.

Hi @cyklon,
Thanks for giving it a try!

All TeamViewer services are currently operational.
You can follow our status page here: https://status.teamviewer.com/

We understand the difficulty due to the distance you encountered…
Please note that IPv6 instability may not bring down the internet completely, but it can cause pages and remote sessions (such as TeamViewer remote sessions) to fail to load. Sometimes the issue goes away by itself, so your strategy of waiting until tomorrow can work!

Let us know how it goes, and if we can assist any further.
Best, Carol

cyklon

Sorry, but its unhelpful.

The laptop has internet connectivity, as my grandma confirmed facebook and whatever is working fine (I think her internet is working fine), but i'm unable to physically check its in another country (Poland), and an older person.

I also tried connecting to her using website portal, and it was same - no error msg, nothing. Just 'connecting', and then nothing.

I will try again tomorrow, hopefully its an issue on teamviewer side.

Regards

.Carol.fg.

Hi @cyklon,
Welcome to our Community, and thanks for the details!

Connection issues can be caused by many different reasons, but based on the information you provided (since the devices are updated to the latest version and you can connect to other devices), there is a chance that the issue could be caused by IPv6 instability - Network issues could be on our side or the partner side.
You could try resetting the router or following the steps in the article: https://www.teamviewer.com/en-us/global/support/knowledge-base/teamviewer-remote/troubleshooting/fix-connectivity-issues-partner-did-not-connect-to-router/

Let us know how it goes and if you need further help.
Best, Carol