Posted by Paulden
Digon

Re: Why am I forced to update to version 12

Not a useful solution (if I understand it correctly).  We have a corporate licence (yes but our users are independent businesses.  We have no policy control over what they do.  All the invites we send to invite them to version 11 fail if they have installed version 12 (or higher now).  The launch just fails and we have to then blindly talk them through killing the tasks or uninstalling.

I'd love to install it agin for them and set it not to continue to offer or look for upgrades.  But there is no such setting in teamviewer.  And it continues to offer the FREE upgrade.  They just dont say that while it costs nothing it will cost you in support.  Even our coorporate version continues to tell us of the new version with a footnote "You may need a new licence" (MAY?)

Teamviewer is just FRUSTRATING.  Incompatable versions, upgrade offerings to make them all incompatable.  And no controls to turn these upgrade offerings off.

Posted by Tamir
Henagon

Re: Why am I forced to update to version 12

This does not fix my problem. It seems Teamviewer support refers all problems with the upgrade harrassment to this guy's quicksupport solution. I have Teamviewer Host 13 (a native Linux app, or so I'm told) running on Ubuntu 17.10. I am trying to remotely control it using Teamviewer 12 (not a native Linux build but rather a WINE wrap) on another Ubuntu 17.10 and I am getting this message:

teamviewer.pngPressing "OK" does nothing.

I can't understand why Teamviewer 12 cannot connect to Teamviewer Host 13. It would seem obvious that one version difference in levels of technology would be compatible.

Posted by msg
Trigon

Re: Why am I forced to update to version 12

You can "connect down" but not up. Ex., with TV12, you can connect to any version 12 or earlier. If you were to downgrade your host to v12, you could connect.
Posted by BRelaz
Digon

Re: Why am I forced to update to version 12

Recap:

Never Stated the following

- Previous versions are compatible with future re-visions of teamviewer.

- Updates aren't worth it. Upgrades are best implemented during a revisions half life, or 3/4th life-cycle.

- It would be easy or solve all your problems immediately.

 

The following was stated:

If you have a corp license you can : 

  • Create customized "quicksupport" and "host" installers that can come pre-packaged with policies or be sent to a default group.
  • These customer installers can be accessed with a customized download link-space provided by Teamviewer where the /suffix is customized by you. ex. get.teamviewer.com/evilcorp.
  • Policies enable us to create regulatory parameters such as "Do not updated", "Never check for updates", "Don't allow teamviewer to shutdown", etc etc. 
  • Policies can be applied to the customized installers either individually or by assigned group.

 

You can take control of your environment if the effort is put in and a lot of repitition. I realize these recommendations / informational easter eggs are NOT immediate resolutions, but given time and effort you can take control of your environment, no matter how volatile or change prone, with the simple measures suggested above. 

 

Posted by Paulden
Digon

Re: Why am I forced to update to version 12

You narrow view of the world is typical of many software inplementers.

We are a coorporate with a coorporate licence.  However, the customers we service are not part of the corporate.  We can impose no policy on them or control them in any way. So while you say "given time and effort you can take control of your environment" you are looking at a very simple model - coorporate it that provides internal IT support only.

We do send out quick links so they can download the correct version and connect - however when teamviewer detects another version running it does not exit that and install the requested version - it just aborts.

Posted by BRelaz
Digon

Re: Why am I forced to update to version 12

I am only repsonding to give you insight. I would not have replied if I did not seek to impress some sort of value or benefit. Personally, I've worked in MSPs most of my career where we have multi-tenant setups, HA-hardware, VDI only tenants, etc. 

Now, I will be level in saying that I was providing the most "ideal" usage scenario, but one thing that working at a (good) MSP taught is that a non-conformed customer (i.e. Catering to individual and specialized setups) is horribly time consuming and does, to an extent, pitfall any efforts to automate. I realize that in your environment you might be working with clients and endpoints that might or might not be subject to corporate oversight and thus have a lot more free range, or perhaps you work with a BYOD environment.  In either scenario, what you're doing with the quick links is certainly along the lines of what I was suggesting.

Further, you could /use the quick links to get in, remove non-compatible versions of teamviewer and install the correct, customized version - using a batch to simplify this process. 

At the end of the day I am only trying to give suggestions wherein the developer doesn't have any "authorative" answers/suggestions other than "upgrade" so you don't have to deal with x, y, and z. Do I think their business practice is skew? No, they are here to make money just like the rest of us. Do I think they could be a little more graceful with their delivery and complimentary benefits (like a year or two of upgrade protection either with purchase or for small additional fee)? Yes, absolutely, but in this imperfect scenario I can only provide you with what I've come to know. Sorry if that isn't enough, good luck!  

Posted by Paulden
Digon

Re: Why am I forced to update to version 12

I am sorry you appeared to take my response as a criticism.  That was not intended.  I was trying to state fact but when I saw your responce it was obvious I was not clear.  Appologies.  Your info could certainly be of assistance to some of the community facing this issue.  

I think what annoys me most is that we even need to find a solution.  The incompatability is just a sales mechanism.  Every version cannot be incompatable with the others (Im sure they are not rewriting the protocol every version).  They have now release version 13.  Again incompatable with other versions.

And if I send an invite to v11 and they have 12 or 13 installed and idle - it should exit and make way for the requested version.  It should not abort leaving the user helpless.

Posted by BRelaz
Digon

Re: Why am I forced to update to version 12

Greetings @Paulden,

I really appreciate your response. Sometimes text is hard to decipher given it doesn't contain or carry tonality. However, onto business :robothappy:


@Paulden wrote:

I think what annoys me most is that we even need to find a solution.  The incompatibility is just a sales mechanism.  Every version cannot be incompatible with the others (Im sure they are not rewriting the protocol every version).  They have now release version 13.  Again incompatible with other versions.


- I'd agree that it is unlikely they'd be re-writing the entire protocol between each major version (much less re-visions), but it's possible they update specific security protocols or deprecate others. An example that is somewhat related would be Apple's removal of PPTP VPN connections in IOS 10 then in 11 they upped the encryption grade requirements for the protocols allowed. 


@Paulden wrote:

 And if I send an invite to v11 and they have 12 or 13 installed and idle - it should exit and make way for the requested version.  It should not abort leaving the user helpless.


- I'd agree that customized installers / executables  should be shutting down current installed versions and or forcing the uninstall so that version x.x can be installed as part of our corp licenses. That would be fantastic! 

Trudging forward...

Even though it is likely others have voiced other concerns, opinions, suggestions, etc.. maybe as license holders we should both put in a request for the following features or modifications to past, present, and future versions.

If I were to create a list it would go like this...

Suggestions:

  • Provide at least 1 year of upgrades for free, guaranteed. This includes major version changes.
  • Add option to purchase 2, 3, or 4 year software assurance for a reasonable price during initial check or within first 30-90 days of purchase. Price should be something along the lines of 15% of purchase price for 1 year, 12.5% for each year in 2 year agreement, 10% for each year in a 3 year agreement, etc etc. 
  • guarantee encrypted connections to newer soft-version-endpoints up to 2 major revisions passed purchased version(4 year cycle being a full cycle for one version imo), thus giving you accessibility (but not corporate control / customization) of future soft in  the specific cases clients have pre-existing, but newer installations of teamviewer.
  • guarantee of un-encrypted connections to new soft-version-endpoints up to 4 major revisions passed purchased version, thus providing similar benefits as the aforementioned point, but less secure. 
  • Corporate customized "Quicksupport", "Host Installer" and "Full installer" should do the following:
    • Shut down any current instance.
    • Provide option to uninstall current version leaving settings intact and zipped into a backup folder within the teaviewer directory. 
    • Provide option to install for a set amount of time (ex 1 to 30 days) in case the client is utilizing contracted support.
    • Build "QuickSupport" into installer versions in case of Admin credential issues wherein if the endpoint client can't elevate to required access levels, the installer can default to putting a time sensitive (or not) "QuickSupport" module within a temp directory, shut down any installed instances if any, and run the "QuickSupport" modules.

These are just some ideas I'd like to see implemented and as I've said prior, as paying customers we both could put our weight in to the suggestions sections on the forums / contact teamviewer via email with the suggestions. While it doesn't fix the "present" it might lead to better future results - because let's face it, despite the current limitations, Teamviewer is a top-notch product and for the most parts it works well (certainly better than most VPN soft). What do you think, @Paulden?

Posted by SHERGENR
Digon

Re: Why am I forced to update to version 12

Not withstanding the overall issue regarding forward compatibility, the solution that I have posted has worked without fail.  BTW, I am not a tech support person and my clients are likely as anti-tech as they come (farmers and cattle feeders).  They seem to be able to follow my instructions regarding the systray and even task manager.  It's not optimal, but it gets me through the night.  My biggest issue right now is that I wish I knew how to make the QJOIN/QSUP links stick on my clients desktop (have tried making it a shortcut, but it always changes when I try to email it to them).

I find it absurd that TV doesn't figure out a better way to mollify their installed and PAYING base, but that is their issue.  I won't recommend anyone to them.  I find it ironic that at the top of this thread, they have a vaguely worded link to a solution:  Upgrade to 13!  LOL

Anyway, if anyone has any solutions please post, but I can't waste anymore energy railing against the machine.

 

 

Posted by Joust
Digon

Re: Why am I forced to update to version 12

@SHERGENR wrote:

Since no one from TV corporate must monitor these forums, I will post an update and solution to my issues.  I have successfully deployed my TV11 QuickJoin and QuickSupports with users of Version 12.  

 

All the more reason to dump TeamView. terrible support.  complaints fall on deaf ears.

Posted by NeilInOz51
Electron

Re: Why am I forced to update to version 12

I have a software company too, with embedded TeamViewer Remote Support. But if a client decides to download a new TeamViewer (maybe the free one) and has it running (as they do) then our version of Remote Support doesn't work, which makes us look stupid and penny-pinching.

Summary: The worst pricing policies of any software company, bar none.

 

Posted by NeilInOz51
Electron

Re: Why am I forced to update to version 12

Ah yes, but then you wouldn't be forced to pay the ridiculous upgrade costs.

Posted by msg
Trigon

Re: Why am I forced to update to version 12


@NeilInOz51 wrote:

I have a software company too, with embedded TeamViewer Remote Support. But if a client decides to download a new TeamViewer (maybe the free one) and has it running (as they do) then our version of Remote Support doesn't work, which makes us look stupid and penny-pinching.

Summary: The worst pricing policies of any software company, bar none.


I've had this happen before, as well, and agree, it can be a little embarrassing trying to explain the difference between paid/free, why I'm running a previous version, and then the subsequent hassle of working around it, and then requesting that users/clients not upgrade in order to keep unattended access working properly.

I just had a discussion with a TeamViewer rep recently regarding pricing frustrations.  I was provided with some general info regarding what's going on behind the scenes for TeamViewer to keep things going.  There's a lot ot consider.  Granted there are some hassles with the way things are currently working with TeamViewer, but it's still my go-to pro tool for Remote Support.  I'd be lost without it, but I agree, I wish it were either

  1. Cross version friendly, at least for remote control, or
  2. More affordable to stay current.

I like to get at least 3yrs out of a software before having to upgrade.  I don't think that's unreasonable, even with as quickly as things are moving these days.  If a new feature comes out during that time that I just have to have, I'll pay to upgrade.  With internal TeamViewer use, this is easier to manage, but externally, I've had the same problem as Neil.

With the subscription plan, I eat up my TeamViewer software budget in 2yrs instead of 3yrs, not to mention, that cost is for one user only, whereas my perpetual license covered three concurrent users.  That's a huge cost spike, and we don't use all the new functionality, but again I do understand TeamViewer's got some serious challenges to meet.

I don't know what I'm going to do when the hassles of using a previous version of TeamViewer begin to outweigh its benefits.  We can't afford to stay with TeamViewer with current subscription rates.

Posted by wmelton1
Digon

Re: Why am I forced to update to version 12

The process can always be better, and the only way to make it better is with the peoples input.

The new features that TeamViewer implements every year are bold, vivacious, and furious, I love Teamviewer software. I would like to believe that every employee of TV is passionate about making great software, and that you all want the best remote software platform possible for your customers.

If you want to continue raising the bar on providing world class remote software you need engagement from the people and that’s what did not happen.  Using your software is how I feed my family so I take this very serious with the recent chances that prohibit me from handling business efficiently.

What commitment have you shown to your customer base by initially providing software that you pay for a one-time fee and you own the license, but as the platform changes with new updates is not able to work in compatibility forwards and backwards causing complete confusion.

TeamViewer I am requesting the following:

**-The subscription should be more affordable/flexible for a guys/gals who run a business and/is a one man shop.
**-Discount provided for users who pay the software full price annual cost with reasonable upgrade paths that are within reach.
**-If you purchase the software as a one-time license for that specific version that (version) should be able to connect forwards/backwards with any version for as long as the version is supported and provided a end-of-support date. *We already know we won’t be using certain updated features, generally most people just want remote support and that’s it. I don’t care how long the machines uptime is, as I appreciate the feature implementation.
**-The ability to allow another connection or piggy back off a bridge connection if you’re a licensed user (The reason is, why spend $1000.00 for another channel when it’s only going to be used once or twice a year when you’re the sole technician doing the work. Occasionally we need help but not frequent.)

I left LogMeIn to come to Teamviewer because I wanted to have a solution that I could use by saving up $$$ to buy a solution permanently one time and use it for years until there was a specific feature set I wanted in a newer version with/ overall saving money from not recurring a monthly subscription every month for years.

We as consumers are asking you to re-think this and correct the wrong.

The next thing I think needs to happen is file a complaint with the Better Business Bureau and the State Attorney General. You sold me software that I am unable to use. Its so frustrating to have one version and you can’t help another person because they are higher version.....fix this.........

Posted by wmelton1
Digon

Re: Why am I forced to update to version 12

got thst

The process can always be better, and the only way to make it better is with the peoples input.

The new features that TeamViewer implements every year are bold, cutting edge, and state of the art, I love Teamviewer software. I would like to believe that every employee of TV is passionate about making great software, and that you all want the best remote software platform possible for your customers.

If you want to continue raising the bar on providing world class remote software you need engagement from the people and that’s what did not happen.  Using your software is how I feed my family so I take this very serious with the recent chances that prohibit me from handling business efficiently.

What commitment have you shown to your customer base by initially providing software that you pay for a one-time fee and you own the license, but as the platform changes with new updates is not able to work in compatibility forwards and backwards causing complete confusion.

TeamViewer I am requesting the following:

**-The subscription should be more affordable/flexible for a guys/gals who run a business and/is a one man shop.
**-Discount provided for users who pay the software full price annual cost with reasonable upgrade paths that are within reach.
**-If you purchase the software as a one-time license for that specific version that (version) should be able to connect forwards/backwards with any version for as long as the version is supported and provided a end-of-support date. *We already know we won’t be using certain updated features, generally most people just want remote support and that’s it. I don’t care how long the machines uptime is, as I appreciate the feature implementation.
**-The ability to allow another connection or piggy back off a bridge connection if you’re a licensed user (The reason is, why spend $1000.00 for another channel when it’s only going to be used once or twice a year when you’re the sole technician doing the work. Occasionally we need help but not frequent.)

I left LogMeIn to come to Teamviewer because I wanted to have a solution that I could use by saving up $$$ to buy a solution permanently one time and use it for years until there was a specific feature set I wanted in a newer version with/ overall saying money from not generating a monthly subscription every month for years.

We as consumers are asking you to re-think this and correct the wrong.

The next thing I think needs to happen is file a _____ with the Better Business Bureau and the State Attorney General. You sold me software that I am unable to use. Its so frustrating to have one version and you can’t help another person because they are higher version.....fix this.........

Highlighted
Posted by msg
Trigon

Re: Why am I forced to update to version 12

I agree with nearly all of this well thought out post from wmelton, except for the last paragraph with the BBB/Attorney General bit.  However, I can certainly understand the frustration that drives such a response.

It would be great if TeamViewer would simply listen to some of the biggest backers in its customerbase - the IT people who recommend and purchase the software.  We're practically screaming for TeamViewer to acknowledge some serious issues, and respond appropriately with fixes.  I've been trying to share some of those concerns here in other threads, but those issues haven't been addressed, either.  I'm sorry to say I'm not impressed with this forum as an effective feedback system, one that results in problem resolution.  What's the point if we don't get any meaningful response or committment from TeamViewer on the matters we take our time to report for discussion?

The alternative is the same as always - no one here wants to do it, but it could result in finding another way, which could mean another product.  This isn't just a bunch of people annoyed about nuisance price hikes.  We're telling you we can't afford it anymore, whether it be small one-man shops or small businesses.  You're being warned that you're going to start losing people, if you haven't already.

I get it.  It's about money.  On on both sides, though - TeamViewer's and its customers'.  I can understand how this subscription and price model ensures continued revenue for TeamViewer, and I acknowledge that this is extremely important, but it's killing it for a lot of us.  I, like the others frustrated here, have become dependent on TeamViewer.  Trusting in it for the long term, I've been deploying it throughout our organization over the years since v7.  However, if I'm forced to make a change, I will find another way.  I love TeamViewer, and I really don't want to have to do this, for a multitude of reasons.

We recommend this software to others, and not just internally.  I'm always telling other IT people and business owners about it, singing its praises. It's one of the top four productivity tools I require to do my job efficiently, along with Evernote, Outlook and Gsuite.  How can we continue to recommend it when it's not affordable?  My bosses will balk at renewal at these fees.  At best, I'll lose two seats.  I'm always using at least one, sometimes two, if I'm using a desktop and Macbook at the same time.  Our users won't be able to host meetings with clients.  That means we lose half the main functional benefit to the organization. You have to see how that makes it harder to sell.

That's my day job.  Then there are consulting jobs in less controlled environments where I'm more greatly affected.

Just letting you know.  I know TeamViewer's got challenges.  So do we, and you're pricing us out of your customerbase.

Is there a way increase subscription volume through reduced, fairer cost, and still have the necessary revenue to keep TeamViewer going?

Posted by msg
Trigon

Re: Why am I forced to update to version 12

I'm just reviewing some of the posts in this thread - I understand why it doesn't work, but do agree with Tamir's response here.  It would be extremely handy to have cross-version compatibility in the connection of OlderClient > NewerHost direction.  Might not be able to support all the new features, understandably, but if it's possible to have the basic remote control, that would resolve much of the frustration in working with a previous version as a client/control app to administer and support computers with newer versions installed.

The bulk of my TeamViewer use is for remote control.  I've been starting to use the file transfer/box/chat options a bit more, but I can figure ways around this in emergencies.  Resolving the version difference issue prior to being able to offer support is a show stopper in cases where a client has installed a newer version.


@Tamir wrote:

This does not fix my problem. It seems Teamviewer support refers all problems with the upgrade harrassment to this guy's quicksupport solution. I have Teamviewer Host 13 (a native Linux app, or so I'm told) running on Ubuntu 17.10. I am trying to remotely control it using Teamviewer 12 (not a native Linux build but rather a WINE wrap) on another Ubuntu 17.10 and I am getting this message:

teamviewer.pngPressing "OK" does nothing.

I can't understand why Teamviewer 12 cannot connect to Teamviewer Host 13. It would seem obvious that one version difference in levels of technology would be compatible.

Posted by Community Manager
Community Manager

Re: Why am I forced to update to version 12

Hi All,

First and foremost, I would like to thank everyone who has taken the time to voice their concerns and to those who have helped in providing a solution to the use case topic of this thread.

There are mentions of TeamViewer not being involved in the thread and concerns going unheard but I can assure you that our Community team is fully involved into this Community.

In this case, the main topic was version incompatibility when end users have either installed or updated to a newer version than that of their supporter. There were numerous solutions offered in the thread on how to use custom modules to overcome any version incompatibility.

Keep in mind that TeamViewer is backwards compatible so you can always connect to any previous version (until TeamViewer 3) from the current version you are using.

In addition, if you are a licensed user and need assistance with topics such as this or any other technical questions, you can always reach out to your TeamViewer support team to get individual help.

Regarding support of older versions of TeamViewer, we are currently still supporting up to Version 4 of TeamViewer. I cannot tell you a timeline as to when we will discontinue support of older versions but as users have mentioned they have remained on older versions and have been successful.

Lastly about pricing, the Community is not a platform for discussing pricing so we will not discuss any topics regarding pricing or changes to our pricing model. If you are a licensed user, we kindly ask you to contact your TeamViewer sales team with any questions or concerns.

I can tell you that every post was read and every concern taken into consideration. We have submitted feature requests for all accounts for the following:

  1. Upward compatibility without the newer version features.
  2. Ability to uninstall remotely

Again, we thank every user for their contributions to the Community and value feedback from every user so that we can continue to make TeamViewer the best solution for remote support.

All the best,
Esther

Posted by lostit
Photon

Re: Why am I forced to update to version 12

If we file a legal case in Australia, Teamviewer would lose the case as it does not provide grace periods to the end users.

AAAC watchdog, it is a big money hole here...

Posted by Luke7777
Henagon

Re: Why am I forced to update to version 12

"Upward compatibility without the newer version features"

Without this I'm currently **bleep**. Licenced for v12 and staring at a client's "You're running an older version" screen. Will have to take a look at what QuickSupport entails :( 

Posted by SimonShaw
Proton

Re: Why am I forced to update to version 12

Yes, I am fairly certain the sales model TeamViewer use is illegal in Australia.

They are selling a product, but, if remote end updates, you can no longer use the product you bought, making it no longer "fit for purpose".

 

Posted by asgnmail
Henagon

Re: Why am I forced to update to version 12

I have a perputal license for teamviewer 6 . This means I should be able to use this license forever If I choose.. To have the new owners of teamviewer stop this process is obvously illegal and I will be pursuing this in the courts.  I DO NOT need all the add on's to simply connect to my clients and fix their computers.

Posted by mLipok
Heptagon

Re: Why am I forced to update to version 12

@SimonShaw and @asgnmail 

I know what you mean...  You know what?
...................
...................
...................
I have the same problem with other bigger software developer ....


Reading your posts, I think I have to sue Microsoft, because as in 2004 I bought a notebook with WindowsXP it was supposed to run all the time ...... and it still works, i.e. it can be run, but most websites do not work, especially banking.
I wonder why ......

And yet my MS Office 2003 does not read files that I receive from my clients ... it is also not honest.

I do not understand why I can not use all these new websites and all the new documents that I read from my clients.

Because they (banks and my clients) have new versions and they support old standards ... I think so.

Well, because I'm not stupid, and I think that they (banks and my clients) are not stupid, after all they know that I have old equipment and old software, so my bank and my clients will surely adapt to me. ... or .......... it's definitely Microsoft's fault ...... after all, my bank still uses the old formats, just like my clients ... because why should they use new ones?

Yes definitely Microsoft's fault, because ......

It's not my fault that I use old standards, and I do not adapt to the security requirements of my bank and my clients.

Definitely they should adapt to me after all.

...................
...................
...................

Regards,
mLipok , AutoIt MVP

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