Commercial use - Connection time out

JeanK · 2017-06-02T06:49:25+00:00

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Hi all,

👉 Request your reset here 👈

Read my Blog article to find more information about Commercial usage and the link to request the reset of your TeamViewer usage:

👉Click here for reading the blog article👈

Further articles:

Why do I see 'Commercial use suspected' / 'Commercial use detected'

What is commercial use?

📌 Please be aware that this is NOT an issue that can be resolved in the community. Posting messages about commercial usage will not help to get the reset. For getting a reset you need to fill out the form.

📌 Please be informed that the Community team is merging all posts about this topic underneath this post. We are doing this to make sure that users finding the right information quickly when using the search function.

If you are using TeamViewer for your employment or in a business setting, please contact our sales department to find out how your company can benefit from using TeamViewer!

Thanks and best,

/JeanK

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Commercial usage

Comments

jelabarre59

@tjhall1000 wrote:
honestly. while this issue has been happening.... i downloaded **Third Party Product** cuz i needed to watch my anime while not at home. cuz thats the only reason i use TV is to watch anime on my computer while im not home.

[removed per Community Guidelines - Sales/Solicitation policy]

im sad i never knew about chromes version

What, you mean someone actually got the **Third Party Product** to work???? It's been BROKEN for the years I've tried to get it to work.

All this would be so much easier if I could get all the family members to switch to Linux. All I need to do then is SSH into their systems.

jelabarre59

Same thing here. The "Commercial Use Suspected" form is BROKEN. I wouldn't put it past the TeamViewer folks to have broken it intentionally.

jbliddle

A couple of weeks ago, TeamViewer started giving me a popup stating that I am using the product commercially. I filled in the form and sent it in and received an email on 24 sept. stating:
Dear TeamViewer User,

Thank you for getting in touch with us. We are happy to inform you that your TeamViewer ID has been reset to “free”. After reviewing your request, we decided that your use case can be qualified as “personal”.

I've since been trying daily to log in and I'm still getting the commercial use popup window with login restrictions and faster timeouts. Is there something additional that I need to do to get my TeamViewer back to what it was before?

Thank you for any assistance you can provide.

Bankfodder

Bankfodder
You are the only person to have mentioned a directional issue. What I can suggest is that you test all pairs of your IDs. If you can connect from ABC in your home to DEF outside your home, you should be able to connect in the other direction. Try the combinations and see if there is always a single ID that seems to fail. For me, the single failing ID was consistent and no matter what other IDs I used in combination, the connection failed. When I got that one unblocked, each of my IDs worked with all of the others. If we can identify a directional issue, that would truly be a new bit of information.

Thanks for this reply – and the suggestions.

I just checked it again and I can confirm that I can teamviewer out to any machine using my PC but if I want to teamviewer into the PC then it is restricted.

It is restricted from a Samsung S9 phone
It is restricted from a Google Pixel C tablet

strangely though I just tried installing teamviewer on a Google Slate and using my own account I was able to teamviewer into my PC.

There is definitely a directional issue here. It's very strange. And clearly it's not consistent because using my own account on the Google Slate, I can teamviewer into the PC. On the other two devices, I get a commercial warning and about five minutes of use.

I find myself wondering how long it will be before they block access from the Google Slate – or even worse, block access in both directions.

Steve-in-FL

@musicreporter wrote:
Uninstalling and reinstalling with new acct will make no difference.
Apparently TV records your PC's IP address,.....so the problem remains the same.

So, what I have gathered so far is this: as mentioned by others, reinstalling will not change anything. Each machine is uniquely identified by TeamViewer and issued a unique TeamViewer ID. The PC’s IP address is not static over time. IP addresses are re-issued periodically by the router and a given IP address is not guaranteed to remain the same (although it often is). My suspicion is that TeamViewer uses some other unique identifier that ties to your machine and only your machine, something like the machine's MAC address, which is static over the life of the hardware..

Bankfodder

You are the only person to have mentioned a directional issue. What I can suggest is that you test all pairs of your IDs. If you can connect from ABC in your home to DEF outside your home, you should be able to connect in the other direction. Try the combinations and see if there is always a single ID that seems to fail. For me, the single failing ID was consistent and no matter what other IDs I used in combination, the connection failed. When I got that one unblocked, each of my IDs worked with all of the others. If we can identify a directional issue, that would truly be a new bit of information.

Bankfodder

@jojker wrote:
Let us know if setting up a new account works (since the IP address doesn't change). I'm trying an alternative I had overlooked. TV is still easier to use but we'll see.
@AlexandarP
@AlexandarP wrote:
I have the same problem. Only I use my personal phone to connect to my pc for things such as personal documents and remote shut down. I use the service rarely and ever so often I assist my friends with their pc troubles. I especially needed the service today and my connection kept getting blocked. At some point I got flagged for no clear reason and after two tries and three weeks, I still have yet to get a reply. I might as well create a new account if they dont reply soon. If you get any updates that would be helpful, im curious to know their reasoning behind all the flagging.
Best of luck.
-A

Well the reason behind all the flagging is pretty clear – that it's their software and they want to make money from it and that people are abusing it. All that is fair enough.

What is frustrating is that the whole business seems to be so disorganised and inconsistent and also they appear to have put a system in place to deal with people who are wrongly identified as commercial users – but the system is not operating very well.

I don't think anyone can have any problem with teamviewer running their business and the way they want – but it's a shame that they can't get a proper system up and running. For instance, as I have pointed out, some of my devices are not blocked and one of my devices is blocked but only for incoming teamviewer connections. Outgoing teamviewer connections doesn't seem to cause any problems. This is quite amazing

musicreporter

Uninstalling and reinstalling with new acct will make no difference.

Apparently TV records your PC's IP address,.....so the problem remains the same.

unless someone fiound a work around?!

jojker

Let us know if setting up a new account works (since the IP address doesn't change). I'm trying an alternative I had overlooked. TV is still easier to use but we'll see.

@AlexandarP

@AlexandarP wrote:
I have the same problem. Only I use my personal phone to connect to my pc for things such as personal documents and remote shut down. I use the service rarely and ever so often I assist my friends with their pc troubles. I especially needed the service today and my connection kept getting blocked. At some point I got flagged for no clear reason and after two tries and three weeks, I still have yet to get a reply. I might as well create a new account if they dont reply soon. If you get any updates that would be helpful, im curious to know their reasoning behind all the flagging.
Best of luck.
-A

Bankfodder

I have a number of devices all on the same account – same email and password – and I don't have any problem with commercial use. Teamviewer has accepted that my use them all privately.

I can use my desktop PC at home for connecting outwards to help my family and two or three old people that I support – but when I want to access my own PC from one of my devices if I am away somewhere – or even if I am in my own sitting room! - then I get a message saying commercial use suspected and I am given five minutes – if I'm lucky.

I find this pretty amazing that my phone, my laptop, two tablets – can all teamviewer in or out to anyone except to my own home PC. I find it amazing that I can use my own home PC to teamviewer out to people but as soon as I try to teamviewer into my home PC I get blocked.

I have contacted teamviewer about this several times over the past few months and I have had no reply – except two weeks ago I received a form to fill in to confirm that I was a private use – and after that I had nothing further.

I'm nearly 70. I'm a retired teacher. I live on a pension. I don't make money out of computers – and I never have done. I don't make money out of teamviewer.

All I'm asking is that somebody in the teamviewer team finally makes contact and hopefully straightens out this rather illogical situation. – Teamviewer out – yes. Teamviewer in – no.

Thanks

Steve-in-FL

@jojker wrote:
It has been about two months (6-7 weeks) since I submitted an "explanation for use" in the commercial use form. I have received NO REPLY. Nothing what so ever. Please share your experiences and help me try to figure out how to get TV to respond in a timely manner.
How long did they take to respond to you?
What explanation did you give?
Did they approve it?
Do you have pointers for making a submission that gets a response?

I filled in the online form for each of my 13 IDs. They unblocked 12 of those IDs within a few days. The 13th was still blocked. I filled in the online form again with no results. Then I received an email asking me to fill in the "declaration of private use" form. I did so and listed the 13th ID (even though the form doesn't ask for the ID at all). That 13th ID was unblocked within 24 hours.

You ask for pointers, but all I can tell you is what I did. I submitted an online form for each ID I have and on the form listed all of the other IDs, so everything could be cross-referenced, if necessary. I showed the name assigned to each of the IDs. For each ID that "looked" commercial, for example DATASERVER, I explained that it was used only in my home and for a specific, non-commercial purpose. When they asked for the "declaration of private use" form, I also listed the ID and the name assigned. That's it.

All I can say is that it worked for me. But I know that the system is unclear, appears to be arbitrary and is inconsistent. I know that the trigger is not only the IP address, since the ID that originally did not get reset was one of seven in my house, so they all shared the same WAN IP address.

Other people have not been so lucky, with no action of any kind in response to their forms. Can't say why.

TeamViewer has said that school IP addresses are considered commercial. The people caught in that situation can yell all they want on this forum, but that's the rule, as crazy as it appears. And there does not appear to be any way to make that appeal. TeamViewer must have some reason for it, even though it is not apparent.

I consider the unblocking a response, so I was not unhappy that they didn't write me an email when they did that. It's not good public relations, but my concern was unblocking - I consider that the important part of the response. In fact, the only email I did receive, was the one that said I needed to fill in the Declaration of Private Use. The responce I got for that one was, again, unblocking, but no email.

Good luck.

AlexandarP

I have the same problem. Only I use my personal phone to connect to my pc for things such as personal documents and remote shut down. I use the service rarely and ever so often I assist my friends with their pc troubles. I especially needed the service today and my connection kept getting blocked. At some point I got flagged for no clear reason and after two tries and three weeks, I still have yet to get a reply. I might as well create a new account if they dont reply soon. If you get any updates that would be helpful, im curious to know their reasoning behind all the flagging.

Best of luck.

-A

@jojker wrote:
It has been about two months (6-7 weeks) since I submitted an "explanation for use" in the commercial use form. I have received NO REPLY. Nothing what so ever. Please share your experiences and help me try to figure out how to get TV to respond in a timely manner.
How long did they take to respond to you?
What explanation did you give?
Did they approve it?
Do you have pointers for making a submission that gets a response?

I'm a graduate student. My school computer is blocked. I mistakenly sent in a form for my home computer and was approved immediately. I sent the request for my school computer with the same explanation and have heard nothing. Graduate students are students and Washington University in St. Louis is adamant that we are not doing work for money. Currently, we are NOT employees, NOT unionized or able to own our work. This is severely hampering my productivity.
It's pretty clear that doing research projects as a student is a non-commercial use.
Full story:
About two months ago my ability to sign into to my school computer from home was blocked as "commercial use". Because I was not aware of the source of the trouble I submitted a commercial-use form explanation for my home desktop ID. My home computer was immediately re-assigned as non-commercial. I was still blocked because TV was blocking my school computer. I submitted a different request for each computer because I was/am confused about how TV distinguishes the services to block.

jojker

It has been about two months (6-7 weeks) since I submitted an "explanation for use" in the commercial use form. I have received NO REPLY. Nothing what so ever. Please share your experiences and help me try to figure out how to get TV to respond in a timely manner.

How long did they take to respond to you?

What explanation did you give?

Did they approve it?

Do you have pointers for making a submission that gets a response?

I'm a graduate student. My school computer is blocked. I mistakenly sent in a form for my home computer and was approved immediately. I sent the request for my school computer with the same explanation and have heard nothing. Graduate students are students and Washington University in St. Louis is adamant that we are not doing work for money. Currently, we are NOT employees, NOT unionized or able to own our work. This is severely hampering my productivity.

It's pretty clear that doing research projects as a student is a non-commercial use.

Full story:

About two months ago my ability to sign into to my school computer from home was blocked as "commercial use". Because I was not aware of the source of the trouble I submitted a commercial-use form explanation for my home desktop ID. My home computer was immediately re-assigned as non-commercial. I was still blocked because TV was blocking my school computer. I submitted a different request for each computer because I was/am confused about how TV distinguishes the services to block.

Whitedavidp

I hope that someone from TV can help me here. I have already completed the commercial use form online and have completed, signed, and emailed the document titled "declaration of private use". But after many weeks, the problem remains and I have heard nothing back at all.

I support several computers that are my own and those of friends and family. There is no commercial use and never has been any. Out of all these computers, right now only one seems to be having a problem. It is an Android media center box that is used for streaming media and for running my home automation system. None of the other computers on my list seem to have any problems.

Is there some way to find out what might be triggering this false-positive and doing something about it?

Thanks!

alextprice

Hi Yuri and thank you for yoru reply!

When I first encounted this issue I tried the exact solution you outlined. I submitted the ID of host computer and recieved an email about a week later informing me that it had been placed on the clear list for personal use. This course of action did not fix the issue with commercial use being suspected when I used the chrome browser extnesion to control that host computer.

Additionally, if I use other devices to control that computer, I have no issues. This leads me to believe that it is an issue with the chrome browser extension.

If I could find the ID associated with my Chrome Browser Extension I would submit it using the form you suggested, but I have yet to be able to find it. Does it exist?

For more detail, the host computer is a Mac Mini running the latest version of MacOS and the controlling computer is running windows 10 and utilizing the chrome browser extension to gain access to the host.

Thanks in advance!

sstyle

I do not use TW for commercial and sessions shorter than 5min. Only 30sec or less.

mo63

i have new update but its tell learn more cant connect.

mocherif

Apologies for not sharing an explanation on this earlier. This is actually a limitation on the iOS platform as they do not allow apps to go in the background. When the screen is being captured and streamed to the supporter device, the TeamViewer QuickSupport app needs to be backgrounded, and iOS will end up killing it as it has a short timer on apps backgrounded. Hence we stop it. So nothing is wrong from your side, this is how the feature is supported with the current platform limitations. Hope this helps.

LorenzenRobert

My Setup

I have a personal (non-commercial) license key for Teamviewer and before my laptop and desktop upgraded to 14.6.2452 I never had any complaints about my usage being 'non-commercial' and it gives me a warning that the connection will be terminated in a few minutes.

Problem

I have had it connected for about 15 minutes before since this started to happen and it has never disconnected early on me so I am not sure if this is just a bug it isn't actually triggering the functions that would disconnect my connections or what exactly is going on but I wanted to report it so that it could be addressed at some point. I am not doing anything, in particular, to set it off, and I am using Teamviewer in the same way that I always have so I do not think a change in behavior is the cause either.

Please let me know!

Yuri_T

Hi @alextprice ,

Thank you for your post.

In your case, it most likely is the devices you are connecting to that are flagged. Please submit the form for any other IDs you get the error from here.

Thanks in advance!

Best Regards, Yuri

tjhall1000

honestly. while this issue has been happening.... i downloaded **Third Party Product** cuz i needed to watch my anime while not at home. cuz thats the only reason i use TV is to watch anime on my computer while im not home.

[removed per Community Guidelines - Sales/Solicitation policy]

im sad i never knew about chromes version

wrswaim

Same here. Thought it was just me. I suddenly get a "your using this commercially" message on screen which couldn;t be farther from the truth.

Lunari

I have had this issue for what seems now months. Everytime i try to present my screen it times itself out after not even 2 minutes of it being up. I have uninstalled and reinstalled, i have waited for it to somehow fix istelf with an update (its been 3 or 4 updates now) and nothing works. I have messed with the settings and still nothing. Does anyone have any solutions?

BobF4

I had a commercial account, but dropped it, since I am a single user, helping out friends & family. Recently, that lapsed, and I am back to being a free user.

When I attempt to connect to a remote compuer, on my OWN home network, I am getting:

Either your license or your partner's license is blocked

How do I regain access? HELP!!!

aruybal

I tried unsuccesfully to fill the form proposed in the link https://www.teamviewer.com/en/support/commercial-use-suspected because it does not allow me to fill the "Affected teamviewer ID" field. I tried logged to the mngmt console, unlogged, from a normal browser, from hidden mode, I do not what is going on.

I use Teamviewer exclusively for friends and family, they need my help as I moved abroad from my country after living there for 50 years where I was the "computer support guy" as an advance user for many years.

Please, help me get back to the full free version.

Thanks

nisenchris

Any updates on this, or should I look for a different solution?

twave

They must have tweaked their commercial use algorithm because I been using a Chromebook with the Chrome Teamviewer extension for many months with no issues. I started getting the message a few days ago. Using a chromebook with Teamviewer makes a lot of sense since the chromebook batteries last so darn long (mine 10hrs). Until the correct the situation Teamviewer is almost unuseable. BTW, I use Teamviewer on chomebook extension to primarily access only 1 computer. Hardly commercial use.

Steve-in-FL

So, for what it's worth: I emailed in my signed form (not the initial one that lists the ID, but the one they specifically asked for in an email, where you swear you are not commercial) and, in less than 24 hours, that ID is now unblocked. I now have all 13 of my IDs unblocked. So for me the process worked. It remains to be seen for how long, but at the moment I am good.

Good luck to everyone who is still having trouble.

Steve-in-FL

@danik1956 wrote:
What ID needs to specified on the request form to unblock suspected commercial use?
The local ID? each remote ID that is linked to my account ?

You must submit one form for each ID that you use. Your own ID and all the remote IDs on the other ends.

tsgolden

Once computer goes into sleep mode, I cant connect. Please advise.

buddygreg

I use TeamViewer not very often and since the last version, same problem like you guys.

It disconnects me and i have to wait 8 minutes to reconnect

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