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can't connect with team viewer.

First time here. Trying to figure out how to submit a ticket. We have team viewer that was installed on one of our machines by the manufactuer. Trying to connect with them but does not show an id # or password on the screen. They are just blank. Shows Not ready. Please check your connection. I do have internet on the screen and can connect to it no problem. was trying to see how to fix the problem.