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TeamViewer thinks I’m using the software commercially!

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  • perezil
    perezil Posts: 1

    I too gave up. Signed up for an annual subscription with a competitor that is less than $100 a year for up to 10 computers.

    TV just doesn't understand that many of us are willing to pay to access our home and/or SOHO computers. The management from LMI must have transitioned into TV. It is the only explanation for their "we don't care" attitudes.

  • Everytime I connect today to a friends computer to help them, it kicks me out after one or two minutes saying it has timed out. I deleted the program and re-loaded and still get the same results. Any ideas would be appreceiated.

    Thanks

    Roger

  • JeanK
    JeanK Posts: 3,332 Moderator

    Dear Napster,

    Thank you for your message.

    On the following link, you will find plenty of information regarding this issue:

    https://community.teamviewer.com/t5/Knowledge-Base/Why-do-I-see-Commercial-use-suspected-Commercial-use-detected/ta-p/5265

    For unlimited access, you need to purchase a license.

    Here the link to get more information about our licenses: https://www.teamviewer.com/en/buy-now/

    I hope this could help you.

    Cheers,

    Jean

    French Community Moderator
  • JeanK
    JeanK Posts: 3,332 Moderator

    Dear John_W,

    Thank you for your message.

    On the following link, you will find plenty of information about your issue:

    https://community.teamviewer.com/t5/Knowledge-Base/Why-do-I-see-Commercial-use-suspected-Commercial-use-detected/ta-p/5265

    I hope this could help you.

    Cheers,

    Jean

    French Community Moderator
  • pbmorse
    pbmorse Posts: 1

    Is anyone else struck by the grim irony of the publisher of a bit of software that facilitates instantaneous global communications telling its user base that a) they're guilty until proven innocent and b) proving their innocence will take "up to 30 days?" 

    The boardroom brainwave of massively annoying and inconveniencing legitimate users complying with the license terms, then effectively locking them out could not be more draconian or short-sighted. Someone, somewhere believes this will produce a flood of revenue via new license purchases but how many other companies have attempted same only to watch their market share vanish?

    Sending detailed logs away on the equivalent of a slow boat to China with no clearly defined procedure or timeline is madness - and they want to make it contagious.

    If this is a "community" then it's a very hostile neighborhood judging from the pugnacious responses of the so-called service team who spend the majority of their time telling the user base to get stuffed in so many words. Well, that and pedantically removing links and names of competitors - I'll bet that's a fulfilling, self-actualizing day at the office! 

    But even that makes no sense. If people ARE running afoul of the license terms and want to abandon the product then that is a win-win for TeamViewer. Support requests and workload will be reduced and network traffic will ease.

    The user base has watched TV shift the goalposts on a regular basis but Operation Lockout can't even adhere to its own stated policies: if 5 min is the prescribed window then why are users experiencing and reporting sessions closing after 20-30 seconds in many cases? Where did the seemingly arbitrary number of minutes to wait to try again originate and why?

    Building a user base and then implementing a hostage scenario might be the most bizarre business plan since New Coke. But, as before, the decision-making at the top seems completely disconnected - pun intentional - from the user base.

    Yes, yes, terms of service (for the software and the service) and all that but ultimately any product is about a value proposition.

  • TE5LA
    TE5LA Posts: 9 ✭✭

    Does anyone know why I can't submit the form they have? I get a "Secure Connection Failed" message, indicated something wrong with their email setup.

    All I use TV for is to control a computer 10 feet away from my main one so I don't have to walk across the room. Doesn't sound very commercial to me.

  • Great, now I'm getting popped for TeamViewer thinking I'm using the product for Commercial Use. In what crazy world does me connecting to my home computer, which resides on Comcast's network "for Commercial use." Am I going to get the same message if I try to help my mother when she has issues? I've been using TeamViewer for many many years, but it's time for me to find another solution. I hardly think this issue will addressed quickly or even at all. 

  • KMS
    KMS Posts: 5

    Same problem here.  I use TeamViewer to connect home and support family members, including elderly relatives.  Probably only 3 connections used regularly as the kids are old enough to solve most of their own problems now.

    I've been cut off without warning or any indication as to why I've been flagged as commercial.  I've uploaded logfiles but if this is now a regular problem I need an alternative which I can use on Windows and Mac OS.

     

    Ironically I was only recently recommending TeamViewer as good for family use. Guess I'd better reverse that advice! 

  • KMS
    KMS Posts: 5

    Interestingly the message tells me they have a 'high volume of requests at this time'.

    However looking at the dates of reports, this is obviously a long running issue so not sure how confident I am in a fix.  I support elderly relatives who I'd need to visit to change their software (if they could do this themselves they wouldn't need me...).  This leaves them without support until we have a fix in effect so possibly I should just move to another option anyway

  • MarkJ409
    MarkJ409 Posts: 4

    All of a sudden, when I attempt to connect to my home computer, on a Brighthouse Network, I get bumped, and connection blocked after timeout.  I only use this account now for personal use, and now TeamViewer seems to think I'm Commercial.  Maybe because of my email address??  I only use this account to "support" my family, most of which are too far away from me to drive over and fix their issues.  Anyone else have a resolution to this??  Thanks in advance!

  • timwuz28
    timwuz28 Posts: 6

    I've been a long time personal user, and only access my own computers at home. And also have this same problem. I wonder if they are starting to force personal users to purchase commercial license or this was a glitch that will hopefully be fixed soon.

    What version of teamviewer are you using? I'm still on 10, tried 11 when it came out and didn't like it, I've kept everything on 10.  Wondering if the older ver could be a factor.

  • andreas_f
    andreas_f Posts: 4
    JeanKinzler,
    wow, you have phrased it as ths is understood in your organisation
    "...you will find plenty of information about YOUR issue."
    Actually, imho it's TV's issue, not the users issue.
    TV has started this, based on criteria and justified with details which never had posted before. Even (as it is in my case) when you never violated against the rules, I feel nasty treated and slandered without getting any proof from you.
    Well, probably it's getting time to sue you for libel (the german word is Verleumdungsklage).
    I have proof for your action, what do you have?
  • MarkJ409
    MarkJ409 Posts: 4

    Hi....thanks for your response.  Unfortunately, maybe, I've updated to the latest 13.1.3629.   Because of my previous profession, I'm now having to "support" maybe 10 family computers, but 90% of the time I'm just logging into my home PC from my "new" office.  It allows me to monitor camera's and other activity at my house....lol

  • KMS
    KMS Posts: 5

    @PeteMc

    Thanks for the suggestion, your post seems to have been deleted.  I do need something which supports Macs as well as Windows.

    Frustratingly I've just realised I have to raise a ticket and upload a logfile for each machine in my group.  So that will be 6 or 7 tickets and the most critical machines are those with elderly relatives who are not local.  The minute or two of time I get in each session isn't enough to get the logfiles of.  I used to recommend TV a lot, I'd not recommend it to people using it to support dependent relatives now

    I have in the past suggested to them that they have a domestic licence - a modest price for a modest support level and to support the product.  Looking at how these issues are managed I think its probably time to look for an alternative in either case.  This is plainly a regular problem and not well handled - sudden cut off, obscure process and multiple tickets required for one user.  Not surprising they are inundated

     

  • RLO
    RLO Posts: 5
    same problem repeatedly
  • timwuz28
    timwuz28 Posts: 6

    I also have the same problem this morning. I don't believe you need to submit log file from all PCs. I believe you only need to submit the log file and ID for the PC that's having trouble connecting to the other devices.

    The reason I said that is, I'm able to grab another PC from my network and access the other devices just fine. So it seems for whatever reason, only one of the PC on the network if affected by this issue. And I've only submitted the log file for this PC.

    And for everyone who's affected by this, in the mean time, try another PC to access your other devices in the mean time as a workaround.

  • timwuz28
    timwuz28 Posts: 6

    By the way, I've also just posted a suggestion at that other thread that as a work around while waiting for support ticket to be reviewed and access restored.    Try using another PC to access your other devices.   It works for me.  So it seems the access ban is not account-wide, but individual PC that for whatever reason triggered the connection limit. 

  • Well that's just rich isn't it.  I only have one 2 in 1 that I keep in the vehicle.  Would be nice if they sent an email before blocking you.  Seeing several posts here from today this is the first problem I've had in more than a year using the same laptop.  I guess it's time to look for another product if they treat people like this...even if it's just free use I'm still a potential paying customer this stinks. 

  • MarkJ409
    MarkJ409 Posts: 4

    So, I was able to chat with sales briefly earlier, and they sent me a link to fill out a form.  I explained on the form that although my email address has the word "computer" in it, that I closed my business a year ago and now work for a non-profit.  I still "support" family computers, as I'm a nice guy and most of them live too far away from me to drive to fix issues.  Now, I sit and wait for them to decide if they're going to change my status from "Commercial/Personal" to just plain "Personal".  If they were to look at my log today, they'd see me logging in every 30 minutes or so, for the 2 or 3 minutes that they leave me connected, just to respond to messages....How long does it take for a decision to be made and the status changed??

  • someone mentioned it may be limited to the device not the account how about sending an email first and not just unceremoniously cutting us off. I connect to my home pc(s) and check my security cameras that's all I do I guess it's time to look at a competitor that treats people better. Sad I really like team viewer but this is **bleep** and then to tell me it might take a month to get around to unblocking me? Oh **bleep** no.
  • timwuz28
    timwuz28 Posts: 6

    From that other thread, it would appear at least a few days for the ban to be lifted.  I'd suggest grabbing another PC to access your other devices in the mean time as a work around as mentioned earlier. 

  • That's good advice assuming you have another laptop to use. I'm here not at home with only this laptop and now getting told it might take a month to get around to unblocking me....no sorry, you see something you don't like send me an email first don't just unceremoniously dump me with no question first. no this is wrong, at this point even if they unblock me I think I'm done with teamviewer.
  • alexnews
    alexnews Posts: 2

    Unfortuanly they don't care anymore about people. The same happened to me. I have 3 kids and wife to support, but can't pay money everymonth. So have to swith to the different product. Good job team!! Hope you will going down in few months. Thank you for work at list for 2 years. 

  • KMS
    KMS Posts: 5

    @timwuz28 wrote:

    I also have the same problem this morning. I don't believe you need to submit log file from all PCs. I believe you only need to submit the log file and ID for the PC that's having trouble connecting to the other devices.

    The reason I said that is, I'm able to grab another PC from my network and access the other devices just fine. So it seems for whatever reason, only one of the PC on the network if affected by this issue. And I've only submitted the log file for this PC.

    And for everyone who's affected by this, in the mean time, try another PC to access your other devices in the mean time as a workaround.


    Interesting.  I used my bare couple of minutes on my home machine to test the connection from there to my mother's and that seems to have the same problem.  Ditto my husband's.  I haven't tested all of them (half a doz, not all on line) but it seemed like the group was blocked rather than just one machine.  

    For those upthread saying we should pay - I've suggested a domestic licence to TeamViewer in the past and got no response. I would be quite happy to pay for modest support fee however the entry price to TV is absurd for supporting half a dozen family machines with occasional connections.

     

  • alexnews
    alexnews Posts: 2

    Scrue you and your team, if I'll find the way help my family with out you, I'll tell all my friends how to do it.

  • Mteal
    Mteal Posts: 1

    I have the same issue and it is VERY frustrating. 

  • 03buecoupe
    03buecoupe Posts: 14

    I just started getting the exact same thing.  I support my sisters and brother-in-laws computers. Have for years.   I'm hoping something is just **bleep** up on their end.

  • KMS
    KMS Posts: 5
    This is interesting from an Aussie colleague (who like me uses TV to fix family machines when travelling for work).

    https://run.teamviewer.com/fum-metering-conn-sub-au/

    No rollover, monthly sign up needed, doesn't define a session for these purposes (eg is a session any continuous connection however long? Is there a max amount of data you could transfer?). Maybe the new owners simply don't feel they are getting enough money and rather than offer some form of domestic licence want families to buy into business support monthly sub. It isn't offered in my geography but I'm not sure I trust TV just now.
  • TV2
    TV2 Posts: 1

     I'm having trouble with my teamviewer, TeamViewer is saying connection blocked after timeout. your license limits are blocked. please try later.or upgrade your license. I HAVE A FREE VERSION. PLEASE HELP!!!

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