Teamviewer is trying to install a helper tool

RJG1999 · 2020-12-14T17:58:21+00:00

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RJG1999

A dialog box with "Teamviewer is trying to install a helper tool" keeps appearing on my remote mac. Entering an admin id and password resolves the issue if you are in front of the computer, but it stops you from accessing the computer remotely.

Does anyone know how to fix this?

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TeamViewer 15

Accepted answers

MoreCoffee

@RJG1999 This message can occur if the version of the helper tool that is installed does not match the version and/or product of TeamViewer that is attempting to talk to it.

This can happen if you have multiple different versions of TeamViewer on your Mac, or if you moved TeamViewer outside of its standard location in Applications. It can also happen if the TeamViewer app you have installed has been damaged.

To fix this:

Download the most recent version of TeamViewer from the official download page (if you are using TeamViewer Host, download that).
Install it (no need to uninstall before). TeamViewer should come back up just fine, but I'd still recommend doing this with physical access to the machine, just to be 100% safe.
TeamViewer should now be up and running again normally, but don't stop yet.
Locate any other copies of TeamViewer that you may have on your Mac. Please delete those (or archive them some place where you won't accidentally open them). There should only be a single TeamViewer or TeamViewer Host app remaining on your Mac, and it should be located in your Applications folder.

Let me know if this helps :)

All comments

MoreCoffee

@RJG1999 This message can occur if the version of the helper tool that is installed does not match the version and/or product of TeamViewer that is attempting to talk to it.

To fix this:

Download the most recent version of TeamViewer from the official download page (if you are using TeamViewer Host, download that).
Install it (no need to uninstall before). TeamViewer should come back up just fine, but I'd still recommend doing this with physical access to the machine, just to be 100% safe.
TeamViewer should now be up and running again normally, but don't stop yet.
Locate any other copies of TeamViewer that you may have on your Mac. Please delete those (or archive them some place where you won't accidentally open them). There should only be a single TeamViewer or TeamViewer Host app remaining on your Mac, and it should be located in your Applications folder.

Let me know if this helps :)

MoreCoffee

@Max_L2z It sounds like your Mac might be taking unusually long to validate code signatures.

Could you please send the output of the following command:

log show --last 2d --style=compact --predicate="subsystem='com.teamviewer.Helper'"

You might want to use a different value than 2d (= 2 days) in case there is a lot (or very little) output. Make sure you do include the time when the problem last occurred.

There should normally be no personally identifying information in the output (but do check it quickly before you post it here, just in case).

Also, could you please try the following command:

/usr/bin/time -h codesign --deep --strict --check-revocation -v --verbose=5 /Applications/TeamViewer.app

It might take several minutes to complete and you'll see several dozen lines of output (feel free to switch to another app and continue working while it is running).

At the end, it should print some timings similar to:

	0.84s real		0.92s user		0.58s sys

What values are you seeing there?

Also, in case this completes fairly quickly (seconds, not minutes), could you please try the same command again after a restart of your Mac to see if there is any significant difference?

RJG1999

The reinstall seems to have done the trick. I really appreciate the help. Thank you all.

Yuri_T

Hi @RJG1999

Thank you for your post😊

We are checking the issue internally. I will keep you updated if there is any more information I get.

Kind regards,

Yuri

RJG1999

Thanks. I will certainly give that a try.

Max_L2z

Hello MoreCoffee,

I have tried what you have suggested (downloading the most up-to-date version etc.), then I've restarted and the same 'Helper Tool' window has popped up again? What else can I try as this issue is preventing me working remotely.

Kind regards,

Max

MoreCoffee

@Max_L2z Does TeamViewer seem to operate normally if you cancel the password prompt (twice)?

Max_L2z

Hello MoreCoffee,

It will operate normally when you cancel the password prompt twice, but then the next day when I restart, the same window pops up asking for the same thing?

I do need to sort this out as I need to work from home due to the virus.

Kind regards,

Max

Max_L2z

Hello MoreCoffee,

Thank you for getting back to me today.

I haven't used this 'coding' ever on an iMac before - where do I start? Do I start in System Preferences? Could you please help and take me through it step by step?

I have to work from the office because of this issue during these uncertain covid times and the sooner I work from home, the safer I'll feel.

Kind regards,

Max

mLipok

Something very strange.

Be carefull I think MOD or TV Staff will answer your question soon.

Max_L2z

Hello MoreCoffee,

Please find the results from the second command:

--prepared:/Applications/TeamViewer.app/Contents/MacOS/TeamViewer_Desktop_Proxy

--validated:/Applications/TeamViewer.app/Contents/MacOS/TeamViewer_Desktop_Proxy

--prepared:/Applications/TeamViewer.app/Contents/MacOS/TeamViewer_Service

--validated:/Applications/TeamViewer.app/Contents/MacOS/TeamViewer_Service

--prepared:/Applications/TeamViewer.app/Contents/Frameworks/TVUIPreferencesViewModels.framework/Versions/Current/.

--prepared:/Applications/TeamViewer.app/Contents/Frameworks/TVUISessionSendFileViewModels.framework/Versions/Current/.

--prepared:/Applications/TeamViewer.app/Contents/Frameworks/TVDiagnosticDataReporting.framework/Versions/Current/.

--prepared:/Applications/TeamViewer.app/Contents/Frameworks/TVNoteIntegration.framework/Versions/Current/.

--validated:/Applications/TeamViewer.app/Contents/Frameworks/TVDiagnosticDataReporting.framework/Versions/Current/.

--prepared:/Applications/TeamViewer.app/Contents/Frameworks/TVUISessionMeeting.framework/Versions/Current/.

--validated:/Applications/TeamViewer.app/Contents/Frameworks/TVUIPreferencesViewModels.framework/Versions/Current/.

--validated:/Applications/TeamViewer.app/Contents/Frameworks/TVUISessionSendFileViewModels.framework/Versions/Current/.

--prepared:/Applications/TeamViewer.app/Contents/Frameworks/TVUIPartnerListViewModels.framework/Versions/Current/.

--validated:/Applications/TeamViewer.app/Contents/Frameworks/TVNoteIntegration.framework/Versions/Current/.

--validated:/Applications/TeamViewer.app/Contents/Frameworks/TVUIPartnerListViewModels.framework/Versions/Current/.

--prepared:/Applications/TeamViewer.app/Contents/Frameworks/TVOSPermissionsViewModels.framework/Versions/Current/.

--prepared:/Applications/TeamViewer.app/Contents/Frameworks/TVQuickLook.framework/Versions/Current/.

--prepared:/Applications/TeamViewer.app/Contents/Frameworks/TVAutoupdate.framework/Versions/Current/.

--prepared:/Applications/TeamViewer.app/Contents/Frameworks/TVUISessionFileTransferViewModels.framework/Versions/Current/.

--prepared:/Applications/TeamViewer.app/Contents/Frameworks/TVCoreUI.framework/Versions/Current/.

--prepared:/Applications/TeamViewer.app/Contents/Frameworks/TVUIMeetingScheduler.framework/Versions/Current/.

--prepared:/Applications/TeamViewer.app/Contents/Frameworks/TVOSPermissionsUserInterface.framework/Versions/Current/.

--validated:/Applications/TeamViewer.app/Contents/Frameworks/TVOSPermissionsViewModels.framework/Versions/Current/.

--validated:/Applications/TeamViewer.app/Contents/Frameworks/TVQuickLook.framework/Versions/Current/.

--validated:/Applications/TeamViewer.app/Contents/Frameworks/TVUISessionFileTransferViewModels.framework/Versions/Current/.

--validated:/Applications/TeamViewer.app/Contents/Frameworks/TVAutoupdate.framework/Versions/Current/.

--validated:/Applications/TeamViewer.app/Contents/Frameworks/TVCoreUI.framework/Versions/Current/.

--validated:/Applications/TeamViewer.app/Contents/Frameworks/TVUIMeetingScheduler.framework/Versions/Current/.

--validated:/Applications/TeamViewer.app/Contents/Frameworks/TVOSPermissionsUserInterface.framework/Versions/Current/.

--validated:/Applications/TeamViewer.app/Contents/Frameworks/TVUISessionMeeting.framework/Versions/Current/.

--prepared:/Applications/TeamViewer.app/Contents/Frameworks/TVUISessionRemoteSupportViewModels.framework/Versions/Current/.

--validated:/Applications/TeamViewer.app/Contents/Frameworks/TVUISessionRemoteSupportViewModels.framework/Versions/Current/.

--prepared:/Applications/TeamViewer.app/Contents/Frameworks/TVDrawing.framework/Versions/Current/.

--validated:/Applications/TeamViewer.app/Contents/Frameworks/TVDrawing.framework/Versions/Current/.

--prepared:/Applications/TeamViewer.app/Contents/Frameworks/TVFoundation.framework/Versions/Current/.

--prepared:/Applications/TeamViewer.app/Contents/Frameworks/TVSpeech.framework/Versions/Current/.

--validated:/Applications/TeamViewer.app/Contents/Frameworks/TVFoundation.framework/Versions/Current/.

--validated:/Applications/TeamViewer.app/Contents/Frameworks/TVSpeech.framework/Versions/Current/.

--prepared:/Applications/TeamViewer.app/Contents/Frameworks/TVUISessionBaseViewModels.framework/Versions/Current/.

--validated:/Applications/TeamViewer.app/Contents/Frameworks/TVUISessionBaseViewModels.framework/Versions/Current/.

--prepared:/Applications/TeamViewer.app/Contents/Frameworks/TVUISessionPilotViewModels.framework/Versions/Current/.

--prepared:/Applications/TeamViewer.app/Contents/Frameworks/TVUIChatViewModels.framework/Versions/Current/.

--validated:/Applications/TeamViewer.app/Contents/Frameworks/TVUISessionPilotViewModels.framework/Versions/Current/.

--prepared:/Applications/TeamViewer.app/Contents/Frameworks/Sparkle.framework/Versions/Current/.

--prepared:/Applications/TeamViewer.app/Contents/Frameworks/TVUIAccount.framework/Versions/Current/.

--prepared:/Applications/TeamViewer.app/Contents/Frameworks/TVUICreative.framework/Versions/Current/.

--prepared:/Applications/TeamViewer.app/Contents/Frameworks/TVUISessionPilot.framework/Versions/Current/.

--validated:/Applications/TeamViewer.app/Contents/Frameworks/TVUIChatViewModels.framework/Versions/Current/.

--validated:/Applications/TeamViewer.app/Contents/Frameworks/TVUISessionPilot.framework/Versions/Current/.

--validated:/Applications/TeamViewer.app/Contents/Frameworks/TVUICreative.framework/Versions/Current/.

--validated:/Applications/TeamViewer.app/Contents/Frameworks/TVUIAccount.framework/Versions/Current/.

--prepared:/Applications/TeamViewer.app/Contents/Frameworks/TVUIMainBaseViewModels.framework/Versions/Current/.

--prepared:/Applications/TeamViewer.app/Contents/Frameworks/TVUIBaseViewModels.framework/Versions/Current/.

--validated:/Applications/TeamViewer.app/Contents/Frameworks/TVUIMainBaseViewModels.framework/Versions/Current/.

--validated:/Applications/TeamViewer.app/Contents/Frameworks/TVUIBaseViewModels.framework/Versions/Current/.

--prepared:/Applications/TeamViewer.app/Contents/Frameworks/TVUISessionMeetingViewModels.framework/Versions/Current/.

--prepared:/Applications/TeamViewer.app/Contents/Frameworks/TVSystemMonitoring.framework/Versions/Current/.

--validated:/Applications/TeamViewer.app/Contents/Frameworks/TVUISessionMeetingViewModels.framework/Versions/Current/.

--validated:/Applications/TeamViewer.app/Contents/Frameworks/TVSystemMonitoring.framework/Versions/Current/.

--prepared:/Applications/TeamViewer.app/Contents/Frameworks/TVPrinting.framework/Versions/Current/.

--validated:/Applications/TeamViewer.app/Contents/Frameworks/TVPrinting.framework/Versions/Current/.

--prepared:/Applications/TeamViewer.app/Contents/Frameworks/TVUISessionPlayer.framework/Versions/Current/.

--prepared:/Applications/TeamViewer.app/Contents/Frameworks/TVUISessionPlayerViewModels.framework/Versions/Current/.

--prepared:/Applications/TeamViewer.app/Contents/Frameworks/TVUICreativeViewModels.framework/Versions/Current/.

--validated:/Applications/TeamViewer.app/Contents/Frameworks/TVUISessionPlayer.framework/Versions/Current/.

--prepared:/Applications/TeamViewer.app/Contents/Frameworks/TVUIMainBase.framework/Versions/Current/.

--prepared:/Applications/TeamViewer.app/Contents/Frameworks/TVUIPartnerList.framework/Versions/Current/.

--validated:/Applications/TeamViewer.app/Contents/Frameworks/TVUISessionPlayerViewModels.framework/Versions/Current/.

--validated:/Applications/TeamViewer.app/Contents/Frameworks/TVUICreativeViewModels.framework/Versions/Current/.

--validated:/Applications/TeamViewer.app/Contents/Frameworks/TVUIMainBase.framework/Versions/Current/.

--validated:/Applications/TeamViewer.app/Contents/Frameworks/TVUIPartnerList.framework/Versions/Current/.

--prepared:/Applications/TeamViewer.app/Contents/Frameworks/TVCrux.framework/Versions/Current/.

--validated:/Applications/TeamViewer.app/Contents/Frameworks/TVCrux.framework/Versions/Current/.

--prepared:/Applications/TeamViewer.app/Contents/Frameworks/TVUISessionRemoteControlViewModels.framework/Versions/Current/.

--validated:/Applications/TeamViewer.app/Contents/Frameworks/TVUISessionRemoteControlViewModels.framework/Versions/Current/.

--validated:/Applications/TeamViewer.app/Contents/Frameworks/Sparkle.framework/Versions/Current/.

--prepared:/Applications/TeamViewer.app/Contents/Frameworks/TVUIWidgetsViewModels.framework/Versions/Current/.

--prepared:/Applications/TeamViewer.app/Contents/Frameworks/TVUIMainFullViewModels.framework/Versions/Current/.

--prepared:/Applications/TeamViewer.app/Contents/Frameworks/TVLogging.framework/Versions/Current/.

--prepared:/Applications/TeamViewer.app/Contents/Frameworks/TVUISessionSendFile.framework/Versions/Current/.

--validated:/Applications/TeamViewer.app/Contents/Frameworks/TVUIMainFullViewModels.framework/Versions/Current/.

--prepared:/Applications/TeamViewer.app/Contents/Frameworks/TVUIWidgets.framework/Versions/Current/.

--validated:/Applications/TeamViewer.app/Contents/Frameworks/TVUIWidgetsViewModels.framework/Versions/Current/.

--prepared:/Applications/TeamViewer.app/Contents/Frameworks/TVUIMainFull.framework/Versions/Current/.

--validated:/Applications/TeamViewer.app/Contents/Frameworks/TVLogging.framework/Versions/Current/.

--validated:/Applications/TeamViewer.app/Contents/Frameworks/TVUISessionSendFile.framework/Versions/Current/.

--prepared:/Applications/TeamViewer.app/Contents/Frameworks/TVUISessionBase.framework/Versions/Current/.

--prepared:/Applications/TeamViewer.app/Contents/Frameworks/TVUISessionRemoteControl.framework/Versions/Current/.

--validated:/Applications/TeamViewer.app/Contents/Frameworks/TVUISessionBase.framework/Versions/Current/.

--validated:/Applications/TeamViewer.app/Contents/Frameworks/TVUIWidgets.framework/Versions/Current/.

--validated:/Applications/TeamViewer.app/Contents/Frameworks/TVUIMainFull.framework/Versions/Current/.

--validated:/Applications/TeamViewer.app/Contents/Frameworks/TVUISessionRemoteControl.framework/Versions/Current/.

--prepared:/Applications/TeamViewer.app/Contents/Frameworks/TVUIMeetingSchedulerViewModels.framework/Versions/Current/.

--validated:/Applications/TeamViewer.app/Contents/Frameworks/TVUIMeetingSchedulerViewModels.framework/Versions/Current/.

--prepared:/Applications/TeamViewer.app/Contents/Frameworks/TVMetal.framework/Versions/Current/.

--prepared:/Applications/TeamViewer.app/Contents/Frameworks/TVAVFoundation.framework/Versions/Current/.

--prepared:/Applications/TeamViewer.app/Contents/Frameworks/TVUIAccountViewModels.framework/Versions/Current/.

--prepared:/Applications/TeamViewer.app/Contents/Frameworks/TVOSPermissions.framework/Versions/Current/.

--prepared:/Applications/TeamViewer.app/Contents/Frameworks/TVUIBase.framework/Versions/Current/.

--prepared:/Applications/TeamViewer.app/Contents/Frameworks/TVUISessionRemoteSupport.framework/Versions/Current/.

--prepared:/Applications/TeamViewer.app/Contents/Frameworks/TVUIPreferences.framework/Versions/Current/.

--validated:/Applications/TeamViewer.app/Contents/Frameworks/TVUIAccountViewModels.framework/Versions/Current/.

--validated:/Applications/TeamViewer.app/Contents/Frameworks/TVMetal.framework/Versions/Current/.

--validated:/Applications/TeamViewer.app/Contents/Frameworks/TVOSPermissions.framework/Versions/Current/.

--validated:/Applications/TeamViewer.app/Contents/Frameworks/TVAVFoundation.framework/Versions/Current/.

--validated:/Applications/TeamViewer.app/Contents/Frameworks/TVUISessionRemoteSupport.framework/Versions/Current/.

--validated:/Applications/TeamViewer.app/Contents/Frameworks/TVUIBase.framework/Versions/Current/.

--validated:/Applications/TeamViewer.app/Contents/Frameworks/TVUIPreferences.framework/Versions/Current/.

--prepared:/Applications/TeamViewer.app/Contents/Frameworks/TVUISessionFileTransfer.framework/Versions/Current/.

--validated:/Applications/TeamViewer.app/Contents/Frameworks/TVUISessionFileTransfer.framework/Versions/Current/.

--prepared:/Applications/TeamViewer.app/Contents/Frameworks/TVUIChat.framework/Versions/Current/.

--validated:/Applications/TeamViewer.app/Contents/Frameworks/TVUIChat.framework/Versions/Current/.

--prepared:/Applications/TeamViewer.app/Contents/Helpers/Restarter

--validated:/Applications/TeamViewer.app/Contents/Helpers/Restarter

--prepared:/Applications/TeamViewer.app/Contents/Helpers/TeamViewer_Desktop.app

--prepared:/Applications/TeamViewer.app/Contents/Helpers/TeamViewer_Desktop.app/Contents/Frameworks/TVLogging.framework/Versions/Current/.

--prepared:/Applications/TeamViewer.app/Contents/Helpers/TeamViewer_Desktop.app/Contents/Frameworks/TVSystemMonitoring.framework/Versions/Current/.

--prepared:/Applications/TeamViewer.app/Contents/Helpers/TeamViewer_Desktop.app/Contents/Frameworks/TVFoundation.framework/Versions/Current/.

--prepared:/Applications/TeamViewer.app/Contents/Helpers/TeamViewer_Desktop.app/Contents/Frameworks/TVOSPermissionsViewModels.framework/Versions/Current/.

--prepared:/Applications/TeamViewer.app/Contents/Helpers/TeamViewer_Desktop.app/Contents/Frameworks/TVOSPermissions.framework/Versions/Current/.

--validated:/Applications/TeamViewer.app/Contents/Helpers/TeamViewer_Desktop.app/Contents/Frameworks/TVLogging.framework/Versions/Current/.

--validated:/Applications/TeamViewer.app/Contents/Helpers/TeamViewer_Desktop.app/Contents/Frameworks/TVSystemMonitoring.framework/Versions/Current/.

--validated:/Applications/TeamViewer.app/Contents/Helpers/TeamViewer_Desktop.app/Contents/Frameworks/TVOSPermissions.framework/Versions/Current/.

--validated:/Applications/TeamViewer.app/Contents/Helpers/TeamViewer_Desktop.app/Contents/Frameworks/TVOSPermissionsViewModels.framework/Versions/Current/.

--validated:/Applications/TeamViewer.app/Contents/Helpers/TeamViewer_Desktop.app/Contents/Frameworks/TVFoundation.framework/Versions/Current/.

--validated:/Applications/TeamViewer.app/Contents/Helpers/TeamViewer_Desktop.app

--prepared:/Applications/TeamViewer.app/Contents/Helpers/TeamViewer_Assignment

--validated:/Applications/TeamViewer.app/Contents/Helpers/TeamViewer_Assignment

/Applications/TeamViewer.app: valid on disk

/Applications/TeamViewer.app: satisfies its Designated Requirement

1.52s real 0.99s user 0.45s sys

I look forward to hearing from you,

Kind regards,

Max

Max_L2z

Hello MoreCoffee,

Here are the results from the second command: