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Commercial use - Connection time out

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  • For honest discussion this is not the place. They don't like us talking about better products.

  • It's been nearly two weeks since I submitted the form and no response. Twitter support people have intermitantly responded to messages but no solution as of yet.

    I log into my home computer while I am at work to check my personal email, stream music from my home PC and pay my personal bills. This is not commercial use as far as I can tell. But nearly two weeks later, I still have no response to the ticket I created and you guys say creating more tickets can make it take even longer...

    If you are so busy that you can't even respond to people in a reasonable amount of time, then perhaps whatever steps you are taking to deter business users from using your product for free has actually caused a lot of false positives and should be revisited. Or you just don't want people using your product for free, in which case why don't you just say so?

  • Hello.I use it for personal use only but teamviewer say that is detecting business software and not let me use it for free.what is happening?
  • Hi,

        TeamViewer have a real problem at this moment. They offer two type of accounts private use and commercial use. Private use is free, commercial use based on license which should be payed.

         The problem is that the account under private mode, free teamviewer is locked with the message trial expired, even if the application is free for private use. To unlock you have to contact the teamviewer but teamviewer team does not accept any ticket from customers who use free version, I mean private account. So they are at a point of no way for people who chose to test teamviewer or to use in private mode.

          Beside this, even if at installing the teamviewer ask you to chose the mode of using, commercial or both, and if you chose both, you can be found as suspicious if you use two accounts commercial and private on the same device. This difference between commercial and private accounts using should be very well defined and limited.

          At this moment the support for free version is not available even if the account is locked.

  • JayM
    JayM Posts: 3

    Had to unsubscribe from this thread since I was getting so many emails (and conveniently not a single one from a TeamViewer rep).

    Unbelievably pathetic customer relations, especially with the vast amount of alternative programs for remote connections.  They can "fix" my account now; I don't even care.  I'll never use TeamViewer again.

  • Same here.  I actually sent me an email (after 3.5 months) to tell me my account was confirmed to be a private use, but that's the SECOND TIME and I don't care anymore.  I'm using **Third Party Product**, and 17 hours a month for this truly private user is just fine with me.

    I've seen some seriously flawed thinking in my time, but this one is over the top.  I hope the guy in charge is happy with his decision to wreck PR.

     

     


  • @gquiring wrote:

    TeamViewer is no more.  I installed **Third Party Product** today and it works great.  To get my free license restored and then taken away afer 4 uses is ridiculous.  I just wish they would come clean and admit they don't want any free users anymore.  

     

     


    Aero?

  • Screenshot_3.png

     

     

  • If they responded to those of us who filled out the form as fast as they deleted posts here that referenced their competition, there wouldn't be a problem.

  • The commerical use software detection has bugs - it detects commerical use incorrectly, and response time to reset the license after filling in the correct form is really long.

    When is teamviewer team going to fix this problem and reduce the number of false positive detections, and in the meantime reduce time for response for support calls?

    This is the 2nd time I have filled in the right form, and have been waiting for a week with no response.

    1st time I filled the right form, and i waited for nearly 15-20 days for the license to get reset.
  • jornin
    jornin Posts: 12 ✭✭
    Hey Esther,

    I filled out the ticket. I explained that I use TeamViewer to log into my HTPC, my media server. Which are both in my home. The server only serves my media to the living room and bedroom. And I access my Mother-in-laws computer.

    Even after waiting over two weeks for a response you still can't confirm that I'm not using it for commercial use. So how in the **** is me giving you my address and signature on a
    "Declaration of private use" going to change anything?

    link for that here for those that are curious
    http://cdn01.teamviewer.com/teamviewer/pdf/TeamViewerDeclarationOfPrivateUse.pdf?utm_source=TV-newsletter-en&mailid=18156909&utm_medium=Email&utm_campaign=news2018-Q3-StayBlocked-cohorte1-NC&utm_content=Intro%2B1%2BText&pid=news.2018-Q3-StayBlocked-cohorte1-NC-en&lid=

    I'm a stay at home house husband. I don't have a job. I access 2 computers with TeamViewer. My living room computer and my Mother-in-laws. How am I possibly getting flagged for personal use?

    Why do you need my address to "confirm" that I'm not breaking your rules?
  • Dear TeamViewer User,

    Thank you for your request regarding being unblocked from using the free version of TeamViewer. After reviewing the information provided to us, we were unable to confirm that the submitted ID is being used privately.

    Requiring commercial users to purchase a license is also part of our effort to maintain the free version, and to therefore make help accessible to everyone. The free version is for people who are using it to help family and friends.

    To continue using TeamViewer, there are two options for you to consider:

    1) We encourage you to purchase a license that fits your needs: https://www.teamviewer.com/pricing

    If you need help finding the perfect license, we will be happy to assist you personally:
    +49 7161 60692 50

    2) THIS FORM is a declaration of private use that needs to be printed, signed personally and sent back to us at the following email address [email protected]

    When you return this to us, we will review your response confirming your declaration of private use and use this to determine whether we can re-enable your use of TeamViewer.

    For more information regarding the commercial use of the free version of TeamViewer, please refer to our community statement: https://community.teamviewer.com/t5/Knowledge-Base/Why-do-I-see-Commercial-use-suspected-Commercial-use-detected/ta-p/5265

    If you are not sure whether you are using TeamViewer commercially,
    please give us a call: +49 7161 60692 50 .

    We are looking forward to hearing from you.

    Kind regards,
    Your TeamViewer Team
  • xbee2
    xbee2 Posts: 17

    Got this email:

     Dear TeamViewer User,
     
    Thank you for your request regarding being unblocked from using the free version of TeamViewer. After reviewing the information provided to us, we were unable to confirm that the submitted ID is being used privately.
     
    Requiring commercial users to purchase a license is also part of our effort to maintain the free version, and to therefore make help accessible to everyone. The free version is for people who are using it to help family and friends.
     
    To continue using TeamViewer, there are two options for you to consider:
     
    1) We encourage you to purchase a license that fits your needs: https://www.teamviewer.com/pricing
     
    If you need help finding the perfect license, we will be happy to assist you personally:
    +49 7161 60692 50
     
    2) THIS FORM is a declaration of private use that needs to be printed, signed personally and sent back to us at the following email address [email protected].
     
    When you return this to us, we will review your response confirming your declaration of private use and use this to determine whether we can re-enable your use of TeamViewer.
     
  • xbee2
    xbee2 Posts: 17

    We're suppose to provide private information now when we can't even speak to a person directly about this whether it's by phone, email, or ticket?

    Absolutely ludacris.

  • jornin
    jornin Posts: 12 ✭✭

    I already filled out the ticket. I use TV to log into a computer in the other room of my house. It's a media server that plays movies in my bedroom and my living room. I also use it to help my mother-in-law. I explained all of this in the ticket. I also explained that I don't work right now and that I have never logged into a commercial server with TV. 



    Yet after two weeks you want to tell me that my usage pattern is still unclear to you and I need to fill out a "Declaration of private use" that demands my street address.


    WHY?


    What is going to change if I give you my street address? The "Declaration of private use" asks for no other information about my TV use. My address is the only new info you will receive from the new form.


    Are you going to mail me things?


    if so...


    The ""Declaration of private use" form states "I am aware that the TeamViewer GmbH is entitled to block my device completely in case of detected/verified abuse."  If for some inane reason I am blocked permanently for accessing my living room computer, you still have my address. What are you going to do with it then? Will you mail me stuff after blocking me permanently?

    If I am already getting tagged for commercial use, how does this "I am aware that the TeamViewer GmbH is entitled to block my device completely in case of detected/verified abuse."  effct me when you make a mistake again? I'm seeing many threads online, reddit, and so on, where people in similiar situtions are getting tagged multiple times.

    Separate thought.
    Why is everything and everyone relate to this process so unhelpful?

  • DomLan
    DomLan Posts: 490 Star

    Hi @jornin,

    perhaps it is a double check. I hope this can clarify.

    Regards.

    Domenico Langone
    MCSD: App Builder
    Did my reply answer your question? Accept it as a solution to help others.
    Find this helpful? Say thanks by clicking on the Thumbs Up button.
  • xbee2
    xbee2 Posts: 17

    Apparently this is how their algorithm is designed to work.

    So all of us that are running personal/home/media servers that serve PERSONAL needs/use. Even though that NONE of these servers are running Corporate editions such as: Windows Server 2012, 2016, etc, and running Windows HOME or Pro - their algorithm will deem it as Commercial use.

    I have a really bad after taste after listening to that clarification.

    Ultimately, it’s an agree-to-disagree on how we preserve Personal vs Commercial use.

    Sure, I could just use one of the active TeamViewer licenses from one of my I.T clients or sell another client on TeamViewer and use a spare.

    But that goes against moral & principle points. Instead, I feel better to stop supporting TeamViewer entirely. Two way street.

  • jornin
    jornin Posts: 12 ✭✭

    I got that answer too. They also heavily implied to me that running Linux is something that gets you flagged too.

     

  • jornin
    jornin Posts: 12 ✭✭
    Having my home address and pinpointing my exact location on the planet doesn't tell TeamViewer anything about my usage. Which is what they are claiming the problem is.

    Apparently TeamViewer makes the decisions about commercial usage on things like running Plex, or having Linux as your operating system. Giving them my address isn't going to change that. Maybe they should be more honest about what qualifies as personal use, because nothing on this "community" mentions that. You have to talk to someone on the phone to get that answer.
  • DomLan
    DomLan Posts: 490 Star

    Hi @jornin,

    TeamViewer already knows what use you make of their product. Every time you log in, they know your IP and the IP of the machines you connect to: obviously switching from TeamViewer servers to get back to your subnet can be expensive (connection to your media center). In this case, learning how to use SSH can completely exclude the use of TeamViewer. But this is only my opinion.


    Check the area / district where you live would help to make a further matching.
    Your credentials -> your IP -> your area -> your declaration that you use it only for personal purposes.


    In any case, if you do not want to provide this detail, you have every right to do it. However, I believe that TeamViewer's goal is to improve their discrimination system between correct use and incorrect use of the tool in free mode. In this case, complaining is of little help, but providing elements that corroborate proper use could help their technicians to fine-tune their controls.
    At the bottom it is only software, therefore perfectible.

    Just my opinion.

    Regards.

    Domenico Langone
    MCSD: App Builder
    Did my reply answer your question? Accept it as a solution to help others.
    Find this helpful? Say thanks by clicking on the Thumbs Up button.
  • xbee2
    xbee2 Posts: 17

    Good luck to anyone trying to convince TeamViewer of anything different.

    They're advertising personal use as helping friends or family - that's literally what they're going by. Anything beyond "helping friends & family", is Commercial Use according to their algorithm.

    EVEN THOUGH, it is 100% non-profit, and has nothing to do with our Corporate day jobs.

  • I'm getting a headache with this commercial licence warning as I'm using it only for personal use. It disconnects after just a couple of minutes.

    I have now got to the point where TeamViewer have emailed me a link to sign a declaration form which I am happy to do BUT it has got me thinking about a point and therefore would appreciate it if someone can give me some clarification because I believe TeamViewer's website does not make it clear:

    Can I use my PC at ‘work’ to access my PC at ‘home’ for 'personal' use? TeamViewer states that you can't use it in a commercial environment, but does that mean physically or simply for commercial use? If it means the latter, then I'm certainly 'not' using it in a commercial environment. If TeamViewer means physically, then I believe they should make it clearer, so they don't waste a user's time e.g. "You may 'not' use your PC at work to connect to your mother's PC or your own home PC for personal use”. That example would be clear 'if' that is the case. It clearly states it the other way around; connecting to your PC at work from your home PC. I myself would class that as commercial use.

    Again, if you are not allowed to access non-commercial environments from your work PC then TeamViewer need to revise their statement for 'personal use'. I am using it for personal use but if the rule is only from a PC that is not 'physically' in a commercial environment then I won't sign the form, just be extremely annoyed with all the time I have invested in setting up my family’s' and friends' PCs.

    I have already told TeamViewer that I have a ‘commercial’ licence on another account but I am not going to add the aforementioned PCs to it because they are ‘personal’ so why should I include them in my ‘commercial’ account? I gave them the details of my commercial account thinking that would make them realise that I’m not trying to avoid paying them, but incredibly they have replied to state they won’t unblock my free account!

    Bizarrely too, using the free account, I don’t actually get any warning message accessing my home PC from my work PC, but I do if I access my PC upstairs or my mother’s laptop from my home PC!

    Anyway, apologies for the rant, but a little bit of understanding from TeamViewer would be nice especially as I am a paying customer!

  • xbee2
    xbee2 Posts: 17

    @Spoogle

    I spoke to them about this. While it was never clear in terms of policy, it was clear on how their algorithm works.

    In the eyes of their Algorithm - YES,  it's commercial use.
    In the eyes of their Algorithm, it's also commercial use to connect to any machine on your personal home network that you're using as a "Server". May that be File, Media, or any other PERSONAL need.

  • All I can tell you is that I do the same thing. I log in from work, as part of a Domain, from a fixed commerical IP address, to computers at my home, on an IP assigned by my local cable company / Internet provider. I sent in the logs with the form and explained this and was clearly told (~4 weeks later) that I was OK and that my account had been reset to Personal Use.

    I started getting Commercial Use pop-ups and disconnects, and refusal to even try to connect, the SAME DAY I got the email notice that my account had been reset. So, I responded directly to the email AND filled out another ticket. I got another email (much faster) saying this was OK and my account had been reset to Personal Use. Since then, so far, it has been working. I still don't feel like I can trust that it won't start up again, and of course at the most inoppurtune moment. So I am running another solution along side TV, and will continue to do so until this stops and I am convinced it is going to stay stopped, or until it starts again, in which case I am deleting TV from every computer I use it on and moving on. Time will tell.

  • jornin
    jornin Posts: 12 ✭✭

    TeamViewer's “Why do I see 'Commercial use suspected' / 'Commercial use detected' and "How exactly is "personal use" defined" pages mention nothing about running HTPC's, Plex servers, or Linux as a violation of their personal use policy.  But, a few of us on who have actually gotten to talk to someone on the phone, have heard that all three of these things could be whats causing us to get flagged as commercial use. My phone call had nothing to do with the ticket I submitted, the people on the phone refused to discuss any filed tickets.
    Today, when I got the email saying “Thank you for your request regarding being unblocked from using the free version of TeamViewer. After reviewing the information provided to us, we were unable to confirm that the submitted ID is being used privately.” they also provided the form that requested my address.
    Soooo... If TeamViewer already has vague policies that are going to claim running an HTPC or using linux is a violation of personal use, my address isn’t going to do anything to change that.
    Instead, it seems like an attempt to sell personal use subscriptions which people are being quoted at running $99-149 a year.
    Maybe someone from TeamView could clarify if they actually want my address to “make the software better.” Or, they could clarify their policies on personal use and let all of us getting tagged for this know that running an HTPC, Plex, or Linux are ineligible for free use.
    I chose to complain here because I seem to be a bit farther into the process of dealing with TeamViewer on this issue then other people. So bare minimum, I wanted to let other people know what they might be up against.
    Does anyone from TeamViewer actually answer questions here?

  • Glassdub
    Glassdub Posts: 80 ✭✭

    Resistance is futile, I guess I'm lucky ONE PC at work still works as its near impossible to use scaled on my notebook, but its very inconvenient to use that PC.
    I have no hope that my ticket is going to resolve anything by Thanksgiving if ever.

  • I've been using TV non-commercially for years and in strict accordance with their requirements.  Even stricter than yours as all of my devices on on the same non-commercial IP address, except for one that is at my other house and on a non-commercial IP address. 

    This is my home, I'm a hobbiest.  Home theater, home automation, five computers, and three android devices.

    I have been told to get a license or sign a "Declaration of private use", the latter which I did and sent back.

    Can you be certain that this won't happen again? Absolutely not.  This is the third time I've been cut off of the many years.  

    I would suggest that the TeamViewer accountant that has been tasked with weeding out violators use my IP to determine my address, Use google earth to confirm that it is residential, and do a google search of that address for any business, complaints, etc.  This is in no way illegal because I have given TV and various other providers the defacto right to do so.

  • xbee2
    xbee2 Posts: 17

    This whole thing needs to be re-tiered & price to actually match consumer use.

    Rather than Personal vs Commercial, $ 40+ per month.

    It should be:
    Personal - Free
    Professional - $40 - 50 USD per year
    Commercial - Commercial Prices

  • Glassdub
    Glassdub Posts: 80 ✭✭

    Ridiculous, adding another tier resolves nothing, just because someone uses TV at work for PERSONAL reasons doesn't make it commercial, plus many home users have had this same issue no where close to a pro network. 

  • Eire
    Eire Posts: 1

    I Keep getting the error commercial use suspected. I have raised this issue with Teamviewer support more than a week ago but have not received a reply. I do not usee Teamviewer for commercial use I only use it for my home computers and to troubleshoot issues for my family (not in the same country). 

    Over a year ago in my previous position i was asked to assess if Teamviewer was functionally suitable for our organisation so connected to my work laptop to give it a test run. That is the only time and was/is not used for commercial reasons. 

    Please support or anyone can you look into this and remove the restriction from my account as it is a real inconvienience for myself.

    Thank you.

    Regards,

    Peter

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