Connectivity issue [2018-11-08]

Posted by Community Manager
Community Manager

Connectivity issue [2018-11-08]

Dear users and customers.

We still experience technical issues with the database servers that lead to interrupted services. We are in the process of getting the service back up.

Sincere apologies for the inconvenience.

Update to come.

Best, Esther

Community Manager


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22 Replies
Posted by Community Manager
Community Manager

Re: Connectivity issue [2018-11-08]

UPDATE:

We are getting back progressively online.

I keep you posted,

Esther

Community Manager


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Posted by Community Manager
Community Manager

Re: Connectivity issue [2018-11-08]

UPDATE:

Approximately 30 minutes ago we started to get our services progressively online for account login and establishing connections.

Thanks much for you continued patience. I will keep you updated in this thread.

Best,

Esther

Community Manager


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Posted by Community Manager
Community Manager

Re: Connectivity issue [2018-11-08]

UPDATE:

The connectivity issue has been partially mitigated and we see more and more users being able to work again. We keep on working to get everyone back online as soon as possible.

I keep you posted.

 

Best,

Esther

Community Manager


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Posted by Community Manager
Community Manager

Re: Connectivity issue [2018-11-08]

UPDATE:

Connections to existing as well as new devices with ID´s and through your Computer & Contact list has been restored.

We are now working on getting the full TeamViewer experience with Chat, Management Console and New Account creation back online.

We are on it, further update to come.

Best, Esther

Community Manager


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Highlighted
Posted by Community Manager
Community Manager

Re: Connectivity issue [2018-11-08]

UPDATE:

We are still facing connectivity issues. Next update will follow soon.

Thank you for your patience!

Best, Esther

Community Manager


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15 Replies
Posted by Community Manager
Community Manager

Re: Connectivity issue [2018-11-08]

UPDATE:

Connections to devices with TeamViewer ID and through your Computer & Contact list have been restored again.

We are now working on getting the TeamViewer Chat, Management Console and New Account creation back online. 

I keep you posted.

Community Manager


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Posted by Community Manager
Community Manager

Re: Connectivity issue [2018-11-08]

UPDATE:

Everything is back online and running. Still - we are monitoring the services.

Best,

Esther

Community Manager


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Posted by Closed account
Not applicable

Re: Connectivity issue [2018-11-08]

Still experiencing Licencing issues. It say my trial expired but my Business licence is due 15.12.2018.

Posted by jmac999
Digon

Re: Connectivity issue [2018-11-08]

Can we get an explanation of what the issue was, why it occured and what mitigating factors are being put in place to avoid such a major outage in the future?

This is of serious concern as we couldn't support our customers during this period, and these outages seem to occur more often recently (excluding those you don't even report about)!

Posted by Moderator Moderator
Moderator

Re: Connectivity issue [2018-11-08]

Hi,

Thank you for your message.

I recommend you to restart the TeamViewer service.

-Execute "run", type "services.msc" and press OK

-Now find TeamViewer, and restart it by doing a right click.

Then, restart the TeamViewer application. It should work again.

I hope this could help. If not, do not hesitate to contact us again.

Best, 
Natascha

Natascha
Moderator

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Posted by Community Manager
Community Manager

Re: Connectivity issue [2018-11-08]

Hi @jmac999

Thanks for your feedback.

Yes - I am currently investigating and talking with the development team.

I will post more information as soon as possible.

For all who are still facing issues: As my colleague Natascha wrote, please make sure to restart your TeamViewer service. 

Thanks and best, Esther

Community Manager


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Posted by wwe
Henagon

Re: Connectivity issue [2018-11-08]

I had to restart the service and application to restore the connection and resolve license issue.

one more proof to don't rely on cloud infra..

Posted by CTMCTM
Electron

Re: Connectivity issue [2018-11-08]

resetting your password, no email is received to reset?

Posted by wwe
Henagon

Re: Connectivity issue [2018-11-08]

few minutes ago I got the email to reset the password. some hours before it failed. seems it was complete outage, but now I confirm everything works - login, saved connections, access viw code

Posted by Community Manager
Community Manager

Re: Connectivity issue [2018-11-08]

UPDATE:

I just got the message: Resolved - All our systems are now back online and functional. 

More info will follow soon.

Thanks and best,

Esther

Community Manager


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Posted by CTMCTM
Electron

Re: Connectivity issue [2018-11-08]

SADLY NOT WORKING

Your request has been processed. You will receive an e-mail with instructions for changing your password.

NO EMAIL?

Posted by Community Manager
Community Manager

Statement - Connectivity issue [2018-11-08]

Dear TeamViewer Users and Customers,

Please accept our apologies for the outage today.

On behalf of the team here at TeamViewer I would like to thank you all for your patience and as well for reaching out to us. We know that you rely on TeamViewer for your professional and personal productivity and such an interruption of service is not what you expect to experience.

I can assure you that everybody was working hard on getting the service up and running again as quickly as possible. Thank you also for your feedback and for sending in some words of encouragement for our tech staff who did their utmost to support you as good as possible.

As promised in this thread, I want to keep you updated on the connectivity issue we were experiencing today (November 8th, 2018).

  • The issue was detected on November 8th around 11:10 am CET as latencies in services
  • At 11:23 am CET we informed our userbase via our status page and updates inside our community as well as via twitter
  • Our business continuity procedures identified a database service as the issue at 1.20 pm CET
  • While most of the services were up and running by 5:02 pm CET, we were fixing the last issues to make sure that all services are up and running again and now we are still monitoring the services.
  • Running sessions were not affected

Our development team is working on making sure that this issue will not happen again.

I and we apologize once again for the trouble this has caused you.

Thanks again and all the best

Esther

Community Manager


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Posted by mLipok
Heptagon

Re: Statement - Connectivity issue [2018-11-08]

Thanks for information.

To be clear.
I had problems today, before 09:00 CET (in the morning).
The problem was that during the connection (which was not broken), TeamViewer APP disconnected from the servers and logged out the user, and more precisely: the TVAPP window lost the contact list, logged out of the application and jumped out before the active session, which happiness did not disconnect. After less than a minute, the application logged in again and downloaded the contact list.

Regards,
mLipok , AutoIt MVP

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Posted by RAS1976
Henagon

Re: Statement - Connectivity issue [2018-11-08]

The Teamviewer is still not working on my end at 2:35 DST.  Does not recognize that I have a license.

Posted by TV-ME
Henagon

Re: Statement - Connectivity issue [2018-11-08]

The problems occoured since 3 weeks, But yesterday it lasted several hours. I hope the problems are solved now. Thank you

Posted by Bundevski
Electron

Re: Connectivity issue [2018-11-08]

Our licence is Down 

Posted by Community Manager
Community Manager

Re: Connectivity issue [2018-11-08]

Hi
What do you mean with "down"?

Are you signed in with your licensed account?
Thanks,
Esther

Community Manager


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