Teamviewer can't connect to "login" server since today

Hi,

Never had any problems with teamviewer logging in but since today it seems it can't connect to the server to verify login details from within the application itselve. I can login fine using the website.

In the logs i see all kind of timeout errors and messages about no master response, here's an excerpt. Not sure whats wrong but yesterday everything was working fine.

Nothing changed regarding firewalls or anything else

2017/09/30 11:56:39.289 16928 17512 G1!! AccountLogin::OnTimeout: no master response
2017/09/30 11:56:39.307 16928 16932 G1   Account::SetLoginState: new state: 2
2017/09/30 11:56:39.378 16928 16932 G1   TAF::Handler::SetUserInfo: Requesting new data, Account LT=0
2017/09/30 11:56:39.378  5012  6336 S0   CSendCommandToMaster::SendBCommandToMaster: CC=3 CT=38
2017/09/30 11:56:39.603 16928 19096 G1   TAF::Hander::ListRequestThreadRun: Active LT=10000
2017/09/30 11:56:39.749 16928 17512 G1   TAF::Handler::ParseJson: Received answer is empty.
2017/09/30 11:56:51.308  5012  6332 S0!! SecureNetworkImplementation::ReceivedNewRevocationCheck: Error: Timeout
2017/09/30 11:56:51.308  5012  6348 S0!! HandshakeClient::Connect: [remote ID: 13, connection ID: 1309392312, remote connection ID: 0] invalid private key
2017/09/30 11:56:51.308  5012  6332 S0   RetryHandle::HandleRetry(): Trying resend to 13 failed with error SecureNetwork:4, retrying (2 retries remaining) BCmd: CC=19 CT=1
2017/09/30 11:57:03.309  5012  6348 S0!! SecureNetworkImplementation::ReceivedNewRevocationCheck: Error: Timeout
2017/09/30 11:57:03.309  5012  6336 S0!! HandshakeClient::Connect: [remote ID: 48, connection ID: 1309392314, remote connection ID: 0] invalid private key
2017/09/30 11:57:03.309  5012  6332 S0!! HandshakeClient::Connect: [remote ID: 13, connection ID: 1309392313, remote connection ID: 0] invalid private key
2017/09/30 11:57:03.309  5012  6348 S0   RetryHandle::HandleRetry(): Trying resend to 48 failed with error SecureNetwork:4, retrying (2 retries remaining) BCmd: CC=55 CT=3
2017/09/30 11:57:03.309  5012  6336 S0   RetryHandle::HandleRetry(): Trying resend to 13 failed with error SecureNetwork:4, retrying (1 retries remaining) BCmd: CC=19 CT=1
2017/09/30 11:57:15.309  5012  6320 S0!! SecureNetworkImplementation::ReceivedNewRevocationCheck: Error: Timeout
2017/09/30 11:57:15.310  5012  6332 S0!! HandshakeClient::Connect: [remote ID: 48, connection ID: 1309392315, remote connection ID: 0] invalid private key
2017/09/30 11:57:15.310  5012  6336 S0!! HandshakeClient::Connect: [remote ID: 13, connection ID: 1309392316, remote connection ID: 0] invalid private key
2017/09/30 11:57:15.310  5012  6320 S0   RetryHandle::HandleRetry(): Trying resend to 48 failed with error SecureNetwork:4, retrying (1 retries remaining) BCmd: CC=55 CT=3
2017/09/30 11:57:15.310  5012  6332 S0   RetryHandle::HandleRetry(): Trying resend to 13 failed with error SecureNetwork:4, not retrying (0 retries would remain) BCmd: CC=19 CT=1
2017/09/30 11:57:15.310  5012  6332 S0!  ConfigurationControllerImpl::HandleProviderRegistrationResponseInternal(): register failed with error SecureNetwork:4
2017/09/30 11:57:27.310  5012  6320 S0!! SecureNetworkImplementation::ReceivedNewRevocationCheck: Error: Timeout
2017/09/30 11:57:27.311  5012  6336 S0!! HandshakeClient::Connect: [remote ID: 48, connection ID: 1309392317, remote connection ID: 0] invalid private key
2017/09/30 11:57:27.311  5012  6320 S0   RetryHandle::HandleRetry(): Trying resend to 48 failed with error SecureNetwork:4, not retrying (0 retries would remain) BCmd: CC=55 CT=3
2017/09/30 11:58:11.313  5012  6320 S0!! SecureNetworkImplementation::ReceivedNewRevocationCheck: Error: Timeout
2017/09/30 11:58:11.313  5012  6336 S0!! HandshakeClient::Connect: [remote ID: 48, connection ID: 1309392318, remote connection ID: 0] invalid private key
2017/09/30 11:58:11.313  5012  6320 S0   RetryHandle::HandleRetry(): Trying resend to 48 failed with error SecureNetwork:4, retrying (2 retries remaining) BCmd: CC=55 CT=3
2017/09/30 11:58:23.314  5012  6320 S0!! SecureNetworkImplementation::ReceivedNewRevocationCheck: Error: Timeout
2017/09/30 11:58:23.314  5012  6336 S0!! HandshakeClient::Connect: [remote ID: 48, connection ID: 1309392319, remote connection ID: 0] invalid private key
2017/09/30 11:58:23.314  5012  6320 S0   RetryHandle::HandleRetry(): Trying resend to 48 failed with error SecureNetwork:4, retrying (1 retries remaining) BCmd: CC=55 CT=3
2017/09/30 11:58:35.315  5012  6320 S0!! SecureNetworkImplementation::ReceivedNewRevocationCheck: Error: Timeout

i'm not certain if this is related but i noticed it tries to connect to client.teamviewer.com yet if i try to ping that server i get timeouts

C:\Users\joyri>ping client.teamviewer.com

Pinging client-tv-com-westeu-v2.cloudapp.net [52.232.106.174] with 32 bytes of data:
Request timed out.
Request timed out.
Request timed out.
Request timed out.

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Comments

mattybrown

Thanks Esther,

I've submitted a ticket and log files.

Esther

Hi @mattybrown

I checked again with our support and we are not facing any issues right now, so it might be an individual issue. If you are a license owner, I recommend to send your logfile incl. an error description to our support directly (go to submit a ticket) so that they can have a look at the case.

Thanks again, Esther

mattybrown

The TeamViewer UI says "Reason unknown."

The log file says:

2017/11/08 09:28:22.737 3756 4828 S0 Activating Router carrier
2017/11/08 09:28:22.737 3756 4828 S0 CommandHandlerRouting[39]::CreateActiveSession(): outgoing session to *** via server25001.teamviewer.com, protocol HttpFast
2017/11/08 09:28:22.784 3756 4836 S0 CHttpConnectionOutgoing::WriteCb(): Response code 400 indicates error. RemoteIP master14.teamviewer.com. Response-body(max 1KiB):

...

2017/11/08 09:28:22.784 3756 4836 S0 Carrier[38]::EndCarrierInternal(): ClientID: 0 SupportsEndSession: 0, SupportsCCmd2: 0, SessionType_MasterConnect, SendQueue: 1 (0 Bytes), CurrentSendQueue: 1 (4 Bytes), SendCache: 0 (0 Bytes)
2017/11/08 09:28:22.940 3756 4824 S0 CHttpConnectionOutgoing::ConnectHttpFastInternal(): Connect HttpFast to server25001.teamviewer.com:80 was successful
2017/11/08 09:28:34.956 3756 4828 S0!! SecureNetworkImplementation::ReceivedNewRevocationCheck: Error: Timeout
2017/11/08 09:28:34.956 3756 4824 S0!! HandshakeClient::Connect: [remote ID: ***, connection ID: 1, remote connection ID: 0] invalid private key
2017/11/08 09:28:34.957 3756 4828 S0!! NegotiateEncryptionV2[39]::CheckState() STATE_NOTCONNECTED
2017/11/08 09:28:34.988 3756 4828 S0 CGatewaySession[39]::EndSession(): Session to *** ended. Estimated capacity=8757kBit/s, Latency=0ms
2017/11/08 09:28:34.989 3756 4828 S0 UDP: create udp connection was not successful: UdpHolePuncher shutting down: (*)
2017/11/08 09:28:34.989 7360 11956 G3 LoginOutgoing: Terminated by client
2017/11/08 09:28:34.989 3756 4836 S0! RemoteSession[39]::AddRequestedCarrier(): request carrier UdpToPartner failed!

(Looks like a certificate issue to me)

Esther

Hi again,

Thanks for your quick reply. I am not aware of any issues at the moment.

What exactly are you facing today? Do you get an error message? If yes, what does it say?

Best, Esther

mattybrown

Yeah, I already came across that page, but it claims everything is OK with no incidents... which doesn't help me.

Esther

Hi @mattybrown

do you already know our status page? Here you can see the actual status of our services.

In this article you can read more about it: Check, if all systems are go

Best, Esther

mattybrown

@SherylT wrote:
I just got in after trying for 9 hours, so yes, they must be working on it and not letting us know!

Are you having any issues today, or is your problem still fixed?

SherylT

I just got in after trying for 9 hours, so yes, they must be working on it and not letting us know!

droyls

Just tried to login again and was successful, so something has changed (on the server side as nothing changed on the computer!).

Log data now shows very differently:

2017/10/01 18:30:44.974 4824 1244 G1 ITbrainWizardController::ConfigCallback(): new configuration
2017/10/01 18:30:45.081 4824 6720 G1 AccountLogin::HandleLoginFinished: Authentication successful
2017/10/01 18:30:45.268 3640 4060 S0 CSendCommandToMaster::SendBCommandToMaster: CC=3 CT=97
2017/10/01 18:30:45.365 4824 6720 G1!! AccountPictureStorage::ReadAccountPicturesMapFromJson: Invalid json
2017/10/01 18:30:45.368 4824 6720 G1 ControlCenterIPCImplementation::RegisterPacketCallback(): CC: 23, CT: 17, CallbackID: {89eb3e90-72f7-4d5f-9aff-b90cad90b7ff}
2017/10/01 18:30:45.370 4824 6720 G1 ControlCenterIPCImplementation::RegisterPacketCallback(): CC: 23, CT: 19, CallbackID: {4804bfd0-85dc-4b0e-973a-9492de11928c}
<snipped >
2017/10/01 18:30:45.418 4824 6720 G1 ControlCenterIPCImplementation::RegisterPacketCallback(): CC: 23, CT: 27, CallbackID: {34b5bc19-5552-4467-b92a-5a8b3f9ef45d}
2017/10/01 18:30:45.461 4824 6720 G1 RequestAllPolicies::Start(): Requesting policies
2017/10/01 18:30:45.472 3640 4060 S0 CSendCommandToMaster::SendBCommandToMaster: CC=3 CT=138
2017/10/01 18:30:45.476 4824 6720 G1 AccountStorageConnector: Created.
2017/10/01 18:30:45.482 4824 1244 G1 TAF::Handler::SetUserInfo: Requesting new data, Account LT=10000
2017/10/01 18:30:45.483 4824 1244 G1 Account::SetLoginState: new state: 4
2017/10/01 18:30:45.559 4824 1244 G1 ManagerHolderStateMachine: Switching from ReadyForLogin to LoggedIn
2017/10/01 18:30:45.646 3640 4056 S0 CSendCommandToMaster::SendBCommandToMaster: CC=3 CT=38
2017/10/01 18:30:45.646 3640 4056 S0 CSendCommandToMaster::SendBCommandToMaster: CC=3 CT=38
2017/10/01 18:30:45.647 4824 1244 G1 ITbrainWizardController::ConfigCallback(): new configuration
2017/10/01 18:30:45.769 4824 1060 G1 TAF::Hander::ListRequestThreadRun: Active LT=10000
2017/10/01 18:30:45.784 4824 1244 G1 ITbrainWizardController::ConfigCallback(): new configuration
2017/10/01 18:30:46.727 4824 6720 G1 PListRemoteSettingsPolicyRequester::HandleRequestAllPoliciesResponse(): 0 policies, Provider: 35
2017/10/01 18:30:46.752 4824 6716 G1 RequestAllPolicies::Start(): Requesting policies
2017/10/01 18:30:46.753 4824 6716 G1 PListRequestPolicyAssignmentsAsyncCommand::Start(): Requesting policy assignments
2017/10/01 18:30:46.759 4824 1244 G1 ManagedDeviceInformationHelper::NotifyManagedDeviceInit(): All ManagedDevice information received.
2017/10/01 18:30:46.759 4824 1244 G1 AntiMalwareInformationHelper::NotifyAntiMalwareInit(): All AntiMalware information received.
2017/10/01 18:30:46.760 4824 1244 G1 BackupInformationHelper::NotifyBackupInit(): All Backup information received.
2017/10/01 18:30:46.993 3640 4060 S0 [RemoteSettings] ProviderRegistrationAdministration: Subscribe manager to provider [Address: 21]
2017/10/01 18:30:47.010 4824 6716 G1 ProcureChatHistoryKeyOperation::Execute[decryptKeyAndSaveToStorage]: Success, Key = KeyHandle: ID: 10 (secret, data)
2017/10/01 18:30:47.010 4824 6720 G1 ChatProviderRegistration::BuildPayloadAndSendProviderCommand: registering with [Type=Account, Id=35446861]
2017/10/01 18:30:47.010 4824 6720 G1 ChatProviderRegistrationManager::RegisterAsAccount: AccountId = 35446861
2017/10/01 18:30:47.011 4824 6720 G1 QueryRoomsOperation::Execute: Executing QueryRooms for first page of rooms (MaxNumberOfResults = 10)
2017/10/01 18:30:47.157 3640 4060 S0 [RemoteSettings] ProviderRegistrationAdministration: Registration at provider [21] was successful
2017/10/01 18:30:47.653 4824 6716 G1!! PListRemoteManagementMonitorStatusRequester::ProcessPendingRequest(): monitorStatusMap smaller as expected. Missing for dyngateIDs: { 601659508, 763454005 }
2017/10/01 18:30:47.751 4824 6720 G1 PListRemoteSettingsPolicyRequester::HandleRequestAllPoliciesResponse(): 0 policies, Provider: 21
2017/10/01 18:30:47.751 4824 6716 G1 PListRemoteSettingsPolicyRequester::HandleRequestAssigmentsResponse(): 0 device assignments, 0 group assignments, Provider: 21
2017/10/01 18:30:48.552 4824 1244 G1 ITbrainWizardController::ConfigCallback(): new configuration

droyls

Seeing the same error messages in my TeamViewer log, in particular the invalid private key entries which would suggest why the connection is failing!

2017/10/01 16:55:13.816 3640 4060 S0!! SecureNetworkImplementation::ReceivedNewRevocationCheck: Error: Timeout
2017/10/01 16:55:13.816 3640 4056 S0!! HandshakeClient::Connect: [remote ID: 48, connection ID: 2569591227, remote connection ID: 0] invalid private key
2017/10/01 16:55:13.816 3640 4060 S0 RetryHandle::HandleRetry(): Trying resend to 48 failed with error SecureNetwork:4, retrying (2 retries remaining) BCmd: CC=55 CT=3
2017/10/01 16:55:25.817 3640 4060 S0!! SecureNetworkImplementation::ReceivedNewRevocationCheck: Error: Timeout
2017/10/01 16:55:25.817 3640 4056 S0!! HandshakeClient::Connect: [remote ID: 48, connection ID: 2569591228, remote connection ID: 0] invalid private key
2017/10/01 16:55:25.818 3640 4060 S0 RetryHandle::HandleRetry(): Trying resend to 48 failed with error SecureNetwork:4, retrying (1 retries remaining) BCmd: CC=55 CT=3
2017/10/01 16:55:37.819 3640 4060 S0!! SecureNetworkImplementation::ReceivedNewRevocationCheck: Error: Timeout
2017/10/01 16:55:37.819 3640 4056 S0!! HandshakeClient::Connect: [remote ID: 48, connection ID: 2569591229, remote connection ID: 0] invalid private key
2017/10/01 16:55:37.819 3640 4060 S0 RetryHandle::HandleRetry(): Trying resend to 48 failed with error SecureNetwork:4, not retrying (0 retries would remain) BCmd: CC=55 CT=3

peachstateboi

mine started this morning i was connected to 1 computer and was trying to connect to 2nd computer like i have always done and was having connection problems to it so i just software down now have trouble logging into team viewer server Server Not Responding