Not connecting

Hi all,

Thank you once again for your patience and understanding related to today´s connectivity issues with TeamViewer service.

I was talking to the engineering team about it and wanted to summarize this for you to keep you updated:

• While we witnessed a brief hitch on some parts of our network yesterday, it was swiftly dealt with by our engineering team. We were facing the same problem earlier today.
• Today’s issue did not affect existing connections and sessions
• Our engineers were able to identify the root cause within about 30 minutes, and they were ready to start working on a fix.
• The performance picked up after a while for some of our users, and the full availability was restored about 3 hours after the issue occurred.
• The root cause of the issue is under investigation. Now that the incident has been solved, the responsible teams will continue with the root cause analysis. The main focus during the incident was to ensure that the expected service quality is restored and to make TeamViewer accessible for all clients.

We apologize for any inconvenience that you may have encountered during this time. I can assure you that our engineers have worked diligently to ensure that performance is fully restored and thanks to their thorough efforts, the issue has been fully resolved.

We continue to work continuously to provide our customers and free users with efficient and reliable software. The whole team spares no effort to make sure that our software runs smoothly and stably for all of you!

Thanks again for your patience and thanks for using the TeamViewer Community to get up-to-date information and for getting in contact with us.

Best regards,
Esther

Thanks, @Philipppp !

It´s fantastic to hear that TeamViewer is working again for you.

I just got an update from the devs:

"We are still working on the complete resolution of the issue to get everyone back online. We are seeing good results by sending more and more traffic back on our network. We will update our status page with new information as soon as possible."

While this is not yet the resolution, I am confident that we are on a good path!

I appreciate any update/feedback from you guys about your current status and findings whether you are able to work again!

Thanks again and sorry for the issue!

Esther

@Esther 

I have found that the latest Windows 10 update (17763.437 windows10.0-kb4493509) is cause the issue with TeamViewer 14 as once the update was applied l found TeamViewer 14 not able to connect, but if you downgrade to TeamViewer 13 it works with no issues.

Hope this helps

Good News

My Teamviewer ver 14 is now working 

Hi @Esther 

we are glade to report that TeamViewer 14 is now up and running from our side in South Africa.

again thanks for the support and keeping us up to date.

Hi @Philipppp 

thanks for reporting the issue with and to all the support for everyone.

@Esther Thanks for your quick response. I don't know if it's a performance issue. Performance issue sounds to me more like lagging image or slow connection in general, but I'm not able to connect at all.

Exactly. I thought my dns crashed, then called internet provider just to be sure :P Last thing to check is if TV is down )) Well.... good job gettin us back online Teaviewer Team is the best!

Thank you Esther. Clients are now working here in the UK with "Automatically Detect Settings" enabled.

My dad is using version 13 and can't connect because of a proxyproblem.

Translation of the Dutch message;

Check your internetconnection. Probably you are using a proxyserver and have to enter the correct settings.

Is this a port-problem and if so, what port do I have to open?

Its urgent because I have to fix my dads pc from a distance.

Sonaya

I can confirm that this works! Just tried on 2 of our laptops we hadn't fixed. Fantastic job guy's and gals :-)

Cheers, Björgvin

Thank you for quick response, it looks OK, connection is now OK - TVWR v.13

Tangram

Hi,

many of our users in different countries can't connect the TVv12

Could you please help?

Thank you in advance!

Hi all,

Thanks a lot for your reports!

Our engineers identified the underlying root cause for the issue and they are working on the resolution. We will update our status page and our Community with new information as soon as possible. 

Thanks and sorry for the inconvenience,

Esther

https://status.teamviewer.com/

https://status.teamviewer.com/

problems with tv servers i guess...

Hi @larsoh 

Thanks for your suggestion.

You can always try to ping master1.teamviewer.com till master16.teamviewer.com.

I hope this info helps you.

Best, Esther

Hi all,

quick update: 

We see more and more users being able to work again, and we are still working on the resolution of the issue to get everyone back online. As always: Please see also our Status page.

I am going to keep you updated as fast as I can and I am going to move all new reports into this thread to keep you all updated at once!

Thanks again to @Philipppp for creating it :-)

Best, Esther

Same Problem

Still Not Connecting

Thanks for solving the issue!

May I suggest giving the client an extra way of checking internet access (pinging some known DNS for instance), to avoid blaming not reaching your unresponsive servers on lack of internet access?

HI @FleetSupport 

Thanks a lot for the info. I am passing this to our devs!

Thanks and best, Esther

At least for me it works for some reason now. Didn't change anything on my side.

@Esther Thanks for the support

I wait for some others forum members to confirm until I confirm the solution on this thread.

I have not changed anything and it works once in two .... so already better but not yet fully resolved

TV 14.2.2558 does not allow me to connect anywhere while I do not allow to manage my computer to accept incoming connections.
Remote address controls just simply greyed out.

I just want to give you, Teamviewer gang and especially @Esther for keeping us informed, BIG thank's for your awesome response to this problem and how quickly you started responding to us and trying to solve this :-) Also a BIG thank's to @Philipppp for identifying which Microsoft Update package that's the root cause of this. We are only about 300 users here so this didn't give us as much problems as the bigger company's. We are up&running after we told users to check "No proxy" settings.
Cheers from Iceland,

Björgvin

Meanwhile both my computers are connecting to teamviewer, my customer stil has no connection. I suppose they will have connection soon, so we can resume.

I hope you guys will have this finally sorted now. There have been a lot of failures these last few weeks

here also working ...

Hi all,

Good news from the devs:

We fixed the issue and we are monitoring the results. It looks good so far.

Please confirm.

Thanks, Esther

I didn't even think to check, its 'never' down..... ;-)

I'm back online now :-)