Teamviewer Session ID's not working

DK-TMG

Hi, 

Since today all our Teamviewer Quicksupport sessions are not providing session codes and are not connecting to our TV Management Console.
Because of this we cannot remote control any other machine, and as a result cannot help our customers solve their problems.

What is the cause of this? Cause this is at multiple locations and people are local admins on the machines..

Hardware: Macbook Air 13" / Pro13" / Pro15" Mid 2015

JeanK

Hello @DK-TMG

There are three possibilities why the custom QuickSupport you have created is not working anymore:

• The owner (creator) of the custom QuickSupport has deleted the module within the Management Console in the Design & Deploy menu. In this case, you will need to recreate a custom module and update the current link of the module.
• The account of the owner (creator) of the custom QuickSupport has been deactivated by the admin of the company profile's license. In this case, you will need to reactivate the account. If this is not an option, you will recreate a custom module from an active account and update the current link of the module.
• The custom QuickSupport is running on a license that is on payment default. In this case, you need to make sure the license gets paid as soon as possible. The custom module will work again once the payment has been received.

Please check with the admins of your TeamViewer license all of the above mentioned points:

If everything is OK and the issue still persists, please contact our customer support. Our engineers will investigate on your request: https://support.teamviewer.com/a/

I hope this could help. If not, do not hesitate to ask your questions here.

Cheers,

Jean

JeanK

Hello @DK-TMG,

Thank you for your message.

I've checked our backend and everything seems to be fine with your license.

Is the issue still occuring? If yes, could you please provide us with more information in order to have a better understanding of the issue?

Maybe could send us a screenshot that explicitly shows the issue?

Cheers,

Jean

DK-TMG

Hi @JeanK, 

We use a custom Teamviewer Quicksupport for our company, that will show up in our Teamviewer when they boot it up.

Since last monday the issue is that the machines all get the code S-000-000-00 or something similar to this, making it impossible to remotely control these machines.

Our current workaround is to download the normal Quicksupport from the Teamviewer site and connect with the 9/10 digit code for now. We do need this issue fixed, so we have our normal connections and information back.

Kind regards, 

Dominic

JeanK

Hello @DK-TMG

There are three possibilities why the custom QuickSupport you have created is not working anymore:

• The owner (creator) of the custom QuickSupport has deleted the module within the Management Console in the Design & Deploy menu. In this case, you will need to recreate a custom module and update the current link of the module.
• The account of the owner (creator) of the custom QuickSupport has been deactivated by the admin of the company profile's license. In this case, you will need to reactivate the account. If this is not an option, you will recreate a custom module from an active account and update the current link of the module.
• The custom QuickSupport is running on a license that is on payment default. In this case, you need to make sure the license gets paid as soon as possible. The custom module will work again once the payment has been received.

Please check with the admins of your TeamViewer license all of the above mentioned points:

If everything is OK and the issue still persists, please contact our customer support. Our engineers will investigate on your request: https://support.teamviewer.com/a/

I hope this could help. If not, do not hesitate to ask your questions here.

Cheers,

Jean

DK-TMG

hi Jean, 

Then i believe we found the issue.
The original admin has stopped working at the company per Jan 1st.
We deactivated his account 2 weeks ago, which is when it started happening.
I'm going to reactivate it for the time being and we'll recreate the custom TVQS at a later time.

Thanks for the info!

JeanK

Hello @DK-TMG

Thank you for your update.

I'm really glad this could lead you to the resolution of your issue. ?

I hope to see you soon posting in our Community! ?

Cheers,

Jean

geversit

Hi, same issue here. We paid all, I am the admin and active and I recreated a new Quick Support, but still I get the S-70-787-884 Session Code (not an ID) https://get.teamviewer.com/634y9xe

Is there something changed last 24 hours?