Posted by DomLan
Heptagon

Re: Teamviewer personal help

Hi MichaelFox,

to help you is what I'm doing ... right now

Try using the search box at the top of this community: you should find an article that explains exactly how and where to find the LOGs files required by TeamViewer: try searching for "log file".

You will find an article written by @Jeremy of TeamViewer's staff

Regards

Domenico Langone
MCSD: App Builder
Posted by MichaelFox
Digon

Re: Teamviewer personal help

I tried again and all I got was no results. There is no file type of .log or log file.

The only thing that says log file in the name of the file is a text document

Posted by DomLan
Heptagon

Re: Teamviewer personal help

Hi @MichaelFox,

Perhaps your doubt is clearer. :-)

You have followed what is indicated in the thread about retrieving the log file: from the folder that opens you will find several files. The one we are interested in has the following name (TeamViewerXX_Logfile -> XX = your TeamViewer version, eg TeamViewer12_Logfile) and Windows marks it as a Text Document. In fact, with the right mouse button, you can access the properties of the same and you will notice that the actual extension of the file is ".log"

However its content is really a flat text file...

2017-04-25_19-26-03.png

Regards

Domenico Langone
MCSD: App Builder
Posted by Former Staff Katharina
Former Staff

Re: Commercial use detected

Dear kramdish, 

Thank you for your post!

Please have a look at this Knowledge Base Article:

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

It will give you all the details on why you may be receiving that notification as well as a link to a web form via which you can contact our support team. 

There are already many topics on this board that refer to the subject of commercial use and point to the relevant article. That is why I would also like to kindly remind you to use the search function before posting a question. Since we have many active users, it is very likely that it has already been answered and that you can get your solution straight away :)

All the best,

Katharina

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Posted by mlukac89
Digon

Removing Licence for using a licence for personal use

Hi, my friend have problem with licence key because he installed Team viewer 12 as company user because he didn't know about it and he need only for personal use.

He try to

  • uninstall
  • remove keys from registry
  • delete folder from c:\program files x86\team viewer
  • clean all with ccleaner
  • restarted computer
  • new install and he can't install and use it for free (personal) licence

Is there any way to change this or to change only licence to "personal" ?

Posted by mlukac89
Digon

Re: Removing Licence for using a licence for personal use

I made him a script to delete all files, folders and registry key and even that don't works, why ?

@echo off
echo Deleting registry keys
reg delete "HKLM\SOFTWARE\WOW6432Node\TeamViewer" /f
reg delete "HKCU\SOFTWARE\TeamViewer" /f
reg delete "HKCR\TeamViewerConfiguration" /f
reg delete "HKCR\TeamViewerSession" /f
timeout /t 5

echo Deleting Team View from program files
del /S /Q C:\Program Files (x86)\TeamViewer
rmdir /S /Q C:\Program Files (x86)\TeamViewer
timeout /t 3

echo Deleting Team view
del /S /Q C:\Users\%USERNAME%\AppData\Roaming\TeamViewer
rmdir /S /Q C:\Users\%USERNAME%\AppData\Roaming\TeamViewer
timeout /t 3

echo Deleting Team View
del /S /Q C:\Users\%USERNAME%\AppData\Local\TeamViewer 
rmdir /S /Q C:\Users\%USERNAME%\AppData\Local\TeamViewer timeout /t 3 exit
Posted by DomLan
Heptagon

Re: Removing Licence for using a licence for personal use

Hi @mlukac89,

try following the directions in this thread's solution. https://community.teamviewer.com/t5/TeamViewer-11/Your-trial-period-has-expired/m-p/2988/highlight/t...

Regards

Domenico Langone
MCSD: App Builder
Posted by mlukac89
Digon

Re: Removing Licence for using a licence for personal use

Thanks DomLan we tried that but got only few days licence, as mine opinion its a bit stupid that licence don't remove with uninstallation because if ppls like him made a mistake they have big problems later that they can't solve.

Posted by DomLan
Heptagon

Re: Removing Licence for using a licence for personal use

Hi @mlukac89,

Could you explain to me the case story better?
Do you have a friend who needs help and you have to reach him with your TeamViewer? Has he installed a complete package and has selected (by mistake) the Commercial Type?

If the answer is affirmative in both cases, then you could create a QuickSupport module from your Management Console and send it to your friend. (https://www.teamviewer.com -> login). Execution will allow him to be later reached by you for assistance.

In any case, even complete pakage give opportunity to run once for assistance without complete installing process.

If the case is not this, the personal use verification form is the only option available.

I'm sorry.

Regards

 

Domenico Langone
MCSD: App Builder
Posted by mlukac89
Digon

Re: Removing Licence for using a licence for personal use

He installed full team viewer "a complete package and has selected (by mistake) the Commercial Type".

Now i'm helping him because he has no much knowledge in computers and systems.

Posted by DomLan
Heptagon

Re: Removing Licence for using a licence for personal use

Perfect, try what i've previously suggested;

If the answer is affirmative in both cases, then you could create a QuickSupport module from your Management Console and send it to your friend. (https://www.teamviewer.com -> login). Execution will allow him to be later reached by you for assistance.

Regards

Domenico Langone
MCSD: App Builder
Posted by xprt007
Henagon

Teamviewer sessions repeated cut-off after a few minutes / removing no longer existent PCs

Hi there

I have been using Teamviewer for a couple of years, exclusively to help a couple of friends with PC issues. For this particular account, I installed a version that allows remote access and doing a couple of things like logging in directly via the TV website, without having to ask for the user ID & password, etc. I included for this purpose about 4 or 5 PCs of friends to my online account & this worked with no problem.

For 2 of these 4, 5 PCs, I and a friend had to re-install Windows 10 for a couple of reasons, several times.

A couple of months ago, while trying to re-install Teamviewer on one of them, and going on to have a remote session, we're repeatedly cut off. I do not remember the exact message, but it was to the effect there's suspected commercial use!

It's quite astonishing how this was arrived at, as said, because the only changes in my online account being the repeated re-installation of Windows on 2 of the 4 - 6 PCs in my account. Currently, for the 2 particular PCs, because of this it has not made sense installing TeamViewer yet because of the mentioned problem. Instead, the Portable version without needing an account is being used.

Actually something I have failed to see is how to delete PCs that no longer exist, because of re-installed OS from the account. Currently, of the 8 PCs, only 2 are valid, the other 6 are non-existent, no longer valid entries that cannot be removed and are actually they are the 2 PCs only with different names given during re-installation!!

So my questions:

  • Short of deleting the account, how do I get back to using the account without the mentioned cut-offs on false suspicion of commercial use or is TeamViewer absolutely infallible in its judgement when it takes such action? I think I read somewher on online, it is basically useless to challenge such moves by Teamviewer.
  • How do you remove or edit away PCs that no longer exist, such as in the case of re-installing an OS as mentioned?

I would appreciate your help.

Regards

Posted by alonpet
Photon

my partner trial licence expired

my partner trial licence expired

Posted by Mubu
Henagon

EXPİRED LİSENCE SOLVETİON

İ installed TeamViewer and chose commercial or both accidentally, and İ really only using TeamViewer for personal, non-commercial use, then are you able to remove the trial period for me so that TeamViewer reverts back to the free version?
Posted by DomLan
Heptagon

Re: EXPİRED LİSENCE SOLVETİON

Hi @Mubu

Try to follow what is indicated by this Knowledge Base (use form for verification)

Hope this help

Regards

Domenico Langone
MCSD: App Builder
Posted by Mubu
Henagon

Re: EXPİRED LİSENCE SOLVETİON

I did it as you told,But how much time later i will get answer?

Posted by DomLan
Heptagon

Re: EXPİRED LİSENCE SOLVETİON

Hi @Mubu

from that form...

2017-05-01_15-53-00.png

But I'm pretty sure you'll be answered before.

Regards

Domenico Langone
MCSD: App Builder
Posted by DomLan
Heptagon

Re: my partner trial licence expired

Hi @alonpet,

try to see this thread

Regards

Domenico Langone
MCSD: App Builder
Posted by PhantomF
Trigon

Re: Timeout for Free Version

Well a new version 77242 was released today and I didn't get one early time out all day with the free version.  Hopefully the issue is resolved now.

Posted by philly03
Electron

Re: Removing Licence for using a licence for personal use

Hi, I am writing you here since I cannot get through by phone or by submitting a ticket. I am not tech savvy so I asked my friend (which has a business and does pay for teamvierwer) to build my computer and he installed teamviewer on it but he installed the commercial one and this is for my home computer and now my cousin can't help me configure a hard drive since it says that I have to buy the licence. Can you please help. My friend came and uninstalled it and tried to install the right one but It is still the same. I only use teamviewer so that my cousin can help me with computer problems. He suggested that I write to you.  Thank you for your time. Phil.

Posted by DomLan
Heptagon

Re: Removing Licence for using a licence for personal use

Hi @philly03,

You must send a verification request; You can reach the form if you follow the links I mentioned in the very first answers.

In any case, if your cousin has a private license and you are in the only position to be READY for receive assistance, you can ask him to install a custom form (QuikSupport module). This is not a complete installation, but will allow your cousin to give assistance to you.

Hope this help

Regards

Domenico Langone
MCSD: App Builder
Posted by philly03
Electron

Re: Removing Licence for using a licence for personal use

also I am trying to do the personal use verification form but it is asking for a log file?  and I do not know what that is. I can't submit without it.

Posted by DomLan
Heptagon

Re: Removing Licence for using a licence for personal use

Hi @philly03,

you'll find LOGS via TV client (Menu Extra -> Open log file). If you have uninstall product, search for TeamViewer folder in your pc (or re-install).

Regards

Domenico Langone
MCSD: App Builder
Posted by philly03
Electron

Re: Removing Licence for using a licence for personal use

Hi DomLan,

If you are talking about the quick support host we did try that. I have it ready to connect but when he tries it says that my triel version is over and that I have a commercial licence.

But he did remove it and installed the quick support.

Phil. 

Posted by DomLan
Heptagon

Re: Removing Licence for using a licence for personal use

Hi @philly03

QuickSupport module and Host module are quite different. 

In any case, if I did not understand, you should receive assistance; you may also start the setup for the sole purpose of receiving assistance once, without completing the installation.

In any case, you should complete the steps that I have described before:
- formalize a verification request (fetch logs where indicated)
or
- Uninstall everything and work only via QuickSupport.

For what I know, only one side of the connection (one you are the one and the other your cousin) must be licensed to use the tool for commercial purposes, so licensed.

Hope this help.

Regards

Domenico Langone
MCSD: App Builder
Posted by philly03
Electron

Re: Removing Licence for using a licence for personal use

Thanks for taking the time, It is appreciated.

My cousin is not licenced (but he is the one that helps me with my computer problems).

My friend has a commercial licence (he is the one that installed teamviewer).

I have 3 computers and 2 have the normal teamviewer and the last one has the commercial one on it that we did remove and then we installed either quick support or the host....couldn't tell you which....

I found a file that says teamviewer and I will try to attach it to send the form.

Phil.

Highlighted
Posted by DomLan
Heptagon

Re: Removing Licence for using a licence for personal use

Hi @philly03,

have you previous installed Version 12? Try search file TeamViewer12_Logfile.log

have you previous installed Version 11? Try search file TeamViewer11_Logfile.log

...and so on. 

Post single file you'll find.

Regards

Domenico Langone
MCSD: App Builder
1 Reply
Posted by RJPASC
Electron

Re: Timeout for Free Version


@PhantomF wrote:

Well a new version 77242 was released today and I didn't get one early time out all day with the free version.  Hopefully the issue is resolved now.


I have that version install on both machines and still get disconnected after roughly two hours. Maybe it's just a fluke but at this point I'm tired of playing with it. The price of a license for the paid version is too steep when using it for 2 machines on my home network. Time for me to move on I guess.

Posted by philly03
Electron

Re: Removing Licence for using a licence for personal use

Thank you, I did find the log for teamviewer 12 and there were no logs for teamviewer 11. It has been sent and I am now waiting. 

I also read in the knowledge base that if you have windows server that it will automatically classify you as commercial and that computer has windows server on it since it going to serve to convert my blu-ray collection and serve as a NAS.

Thank you again for all your help!

Phil.

Posted by Martronic
Henagon

personal use licence not available?

i have been very happy with this program. i have been using it to help my friends remotely for like 3 years. however i will be trying to find a differtent remote support solution if the problems i am having with "licencing" doesnt get resolved. i keep getting the "your trial peroid has expired" issue. have they made it so it isnt free to use anymore? i am getting frusterated!

Posted by Sitruk
Henagon

Re: Connections timeout after 5 minutes.

I am also having this issue.

I work in IT at a pharma company and I introduced TeamViewer into our environment since I had used it personally for such a long time. We have a paid corporate license at work. Unfortunately, this now means I am unable connect to my personal computers in any way from our work IP with out having my account get flagged as suspected commercial use. I have had this happen in the past when Teamviewer actually offerd support to personal users. After fixing my account, their solution was to use the Online Management Console to launch my personal connections. Well i have been doing that with no issues until version 12. Version 12 integrates your local version with the web console and so then it flags my personal account as suspected commercial use. 

There needs to better seperation between personal and corporate connections. 

Posted by ganjeii
Neutron

Re: The trial period has expired! - SOLUTION


@Esther wrote:

HI @rdzins

To get help, please check this Knowledge Base article.

Best, Esther


 

This should be the accepted answer, as TeamViewer live support will not assist non-licensed users.

Posted by dionescu
Digon

Re: The trial period has expired! - SOLUTION

I have received support even if I am not a licenced user.

I is true that sometimes the messages received from the support are contradicting themselves.  But, finally, they agreed I am a private person and not a professional.  Which is the case.

If you face issues, I recommend you to try again and another support technician will have a different view on your issue.  Well, if you are a private person, if you are a professional it is easyer to buy a licence.

Good luck!

Posted by Former Staff Jonathan
Former Staff

Re: personal use licence not available?

Hi  Martronic,

Thanks for your post!

Please refer to the following link for further assistance with your request.

https://community.teamviewer.com/t5/Knowledge-Base/Why-do-I-see-TeamViewer-trial-Your-trial-period-h...

All the best,

Jonathan

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Posted by dian2n
Henagon

Commercial use suspected - when use it in home environment

I tried in any way to contact the service to explain the problem, but any contact methods on the site are for a paid license only. My problem is that I have a free license. How can I get support?

Posted by Docent
Photon

Re: Please Help! Falsely detects commercial usage.

Posted by Docent
Photon

Re: Commercial use suspected - when use it in home environment

Posted by Editor
Neutron

The trial period has expired!

Hello everbody.

I used the trial version and the trial period has expired. I can not connect to any computer at the moment because software wants to buy a license..

How can I change my account for non-company (free)?
Many Thanks

Posted by Former Staff Katharina
Former Staff

Re: The trial period has expired!

Dear Editor,

Welcome to the TeamViewer Community!

Please have a look at this Knowledge Base Article:

https://community.teamviewer.com/t5/Knowledge-Base/Why-do-I-see-TeamViewer-trial-Your-trial-period-h...

It will give you all the details on why you may be receiving that notification as well as a link to a web form via which you can contact our support team. 

There are already many topics on this board that refer to the subject of expired trial versions and point to the relevant article. That is why I would also like to kindly remind you to use the search function before posting a question. Since we have many active users, it is very likely that it has already been answered and that you can get your solution straight away :)

Thank you in advance!

All the best,

Katharina

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Posted by Editor
Neutron

Re: The trial period has expired!

I sent the form, thank you

Posted by Former Staff Katharina
Former Staff

Re: The trial period has expired!

You are very welcome!

Thank you for sending in the form -- our support team will get back to you as quickly as possible.

Did my reply answer your question? Accept it as a solution to help others, Thanks!
Posted by C00ki3
Electron

Re: The trial period has expired!

Estimated 30 days to reply on the form!

To wait up to 30 days just for a response to a ticket raised is a little too long for me.

I moved to Teamviewer after LogMeIn hiked their prices up, heard good things about Teamviewer but to use it for 7 days then get cut off and have to wait 30 days for a response?

I guess I'll have to change to **Third Party Product**  to access my PC remotely now :(

Posted by jlyons80
Henagon

Re: Free version of TeamViewer Issues

I am having this issue as well.  I can not submit a ticket because I am not a licensed user.  

 

Thanks,

 

Joe

Posted by Former Staff Jonathan
Former Staff

Re: Free version of TeamViewer Issues

Hi jlyons80,

Thanks for your post!

If you are getting a trial expired message please refer to the 

https://community.teamviewer.com/t5/Knowledge-Base/Why-do-I-see-TeamViewer-trial-Your-trial-period-h...

If you are getting a commercial use suspected message please refer to the following link.

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

All the best,

Jonathan

 

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Posted by Former Staff Katharina
Former Staff

Re: The trial period has expired!

Dear C00ki3, 

Thank you for your post. 

As you mentioned in your post, 30 days is an estimated time frame. You may of course receive your reply much sooner than that, but we do not want to make promises we cannot keep.

While we do our best to support all our users as fast and as efficiently as possible, it is of course our paying customers who have priority support. At very busy times (e.g. when a new feature or a new TeamViewer version is released), it might therefore take us up to 30 days to get back to our private users regarding issues such as an expired trial version.

However, we always make sure to respond as quickly as possible and appreciate our users' patience and understanding in this matter. We hope you will decide to give us a few days' time to solve your problem instead of using a different software. Since we are sure that you are going to like using TeamViewer, it is definitely worth the wait :)

All the best,

Katharina

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Posted by stormense
Digon

Re: Connections timeout after 5 minutes.

Is backing back to version 11 the only solution?

Posted by PhamCuong
Photon

Re: Change Teamviewer version 12 Company to version Personal

Thanks for Moderator <3

Posted by xprt007
Henagon

Re: Teamviewer sessions repeated cut-off after a few minutes / removing no longer existent PCs

So was I unlucky to post questions at a time no one was around, are they not worth answering ... or no one knows ...?
:catsad:

Just wondering.

Posted by Former Staff Katharina
Former Staff

Re: Teamviewer sessions repeated cut-off after a few minutes / removing no longer existent PCs

Hi xprt007,

Thank you for your posts!

Your questions do of course deserve a reply -- I am sorry that you have not received any answers so far. 

In order to delete a PC that no longer exists from your Computers & contacts list, please hover over the PC in question and click on the small drop-down arrow that will appear. This will open a dialog box. Please click on the gearwheel icon in the upper right-hand corner and select "Delete".

As far as the "commercial use suspected" notification is concerned, you are welcome to contact us via the form that you can access via the following Knowledge Base article: 

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

If you are using the software in a private environment, we will of course be able to unblock the software for you.

I hope this information helps. If you have any further questions, please don't hesitate to let mw know!

All the best,

Katharina

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Posted by jariwal232
Electron

Re: The trial period has expired! - SOLUTION

Hello,

I've installed TeamViewer on my new laptop and, by mistake, I have probably selected other licence than personal one because now I'm getting an error: Your trial period has expired!

Unsinstalling TeamViewer and reinstalling with a personal licence won't work (it gives me same licence expiration message).

user id [ID removed]

Could you help me solving this issue and using again TeamViewer, please?

I am a private person and only use TeamViewer with my personnal computers.  No comercial use.

Many thanks,

Mr Jariwal