(unknown) status on the computer list

[keosmart]

Since some days (I connot be sure when), there is a new status in the list of computers in my account, (unknown) (inconnu un french).

I do not know the meaning of this status, but the "unknown" computers cannot be reached, even if I know that they are connected (checked with the user of the remote computer)

Can I have some explanations. I still use TV10.

[Awponder]

Same issue here

[War_Doc]

Same issue here.  About a 1/3 of the computers I work on that are normally online now have this Unknown status.  What's going on here?

[neno]

Same here. It is a bug!

[Awponder]

Like it’s a big they will fix or it’s a bug and we have to re assign all these contacts

[macaid]

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@Awponder wrote:
Like it’s a big they will fix or it’s a bug and we have to re assign all these contacts

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God i hope not i have 60+ users

[wayneh]

Hope it's fixed quickly, I have this problem across five sites, if I have to go reregister all these devices it's going to be a major pain!

[macaid]

Yes same problem here at first all my user userlist apeared empty all of a sudden today 24th july around midday i rebooted my Mac but still same. then they appeared again but a lot of users show ( Unknown) after their name and appear offline see picture

[dlengyel]

I am having the same problem.  No problem with TeamViewer until today.  Now, all computers are showing, on and offline.  I only want to see active computers in each group. 

[telnetworks]

We are also experiencing the exact same problem. We use TeamViewer to manage over 200 computers and now we can't see most of them. Is there an ETA of when this will be fixed? Is there any response from Teamviewer directly?

[AdamC]

Same here, last 18 hours or so.  Oddly enough, web interface doesn't seem to suffer the same issue.

Why no reply from Teamviewer yet?

[War_Doc]

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@telnetworks wrote:

We are also experiencing the exact same problem. We use TeamViewer to manage over 200 computers and now we can't see most of them. Is there an ETA of when this will be fixed? Is there any response from Teamviewer directly?

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I talked to tech support and I was basically told if the UNKNOWN won't connect, you have to manually go through and authorize that computer again.  Told them the computers were spread out over different states and I was told too bad, so sad.  Oh well.

[chriswong]

Get reply from HK support..

TeamViewer was applied a security update in Germany yesterday.
If the hosts with unknown status that need to restart the service, and the TeamViewer ID will be changed.

After that, we should re-add all the host in the partner list.
it's ridiculous...

[AdamC]

I'm seeing some (most?) machines come back online correctly if I stop and restart the Teamviewer service. Not convenient, but it does probably mean that instructing the remote user to reboot would get them back online.

[draganm]

Here the same problem. But even worse. After a reboot the teamviewer address changes again. What means I'll have to add the machines after each new start over and over again. This makes teamviewer useless. 

[Gatho0216]

Hi everyone,
same problem even after restarting lokal teamviewer service.
Some ideas from technical teamviewer stuff???

[TV_bkk]

same problem - about a third of my machines are marked as "unknown".

i have a corp license for TV8 and was seriously considering to upgrade to the new licensing model even iam not a big fan of it. 

however if i really have to ask all our people to come in to have a new Teamviewer installed i may as well install another product ...

[Junaid]

same problem with me, it sucks really can we have our IDs back i have 23 workstations showing unknown. TF i should do?

[AdamC]

I'd start by raising a support ticket - I haven't had a reply to mine yet, but the more they get, the harder it is to ignore the issue.

[AnotherProblem]

Yes - I have the same problems and nothing from Support !!  Very annoying

[tbjw]

Same **bleep** here at my customers. Can not see status at a few servers and machinery.

They have changed id numbers. But why o why, this makes it totaly unusable and indeed customerservice is **bleep** at this debate.

[AnotherProblem]

https://twitter.com/TeamViewer?ref_src=twsrc%5Egoogle%7Ctwcamp%5Eserp%7Ctwgr%5Eauthor

No updates for 19 hrs......guess they have bigger problems !!

[MacGuGuSS]

the pc that lose their connection have a trouble with id whitch reinit and create a new one with 10 numbers instead of 9 

[reynardmuldrake]

That's not quite true.  I have examples of (unknown) machines in my list that already have 10 digits.

This is going to be a pain if these connections are lost.  I have 100+ machines showing (unknown) in my list now.

[AnotherProblem]

Called Support - you will not like this

There is nothing they can do and you need the new ID numbers.  Support said they did an update and did not realise the impact - no **beep** Sherlock !!!  must be ex TSB Computer chaps !

I have dumb pc's around the country - luckily only 6, but I now have to physically visit them to reset.  Will take a few days.

So much for a paid service

[macaid]

**bleep** well i have 60 plus users i paid a lot of money for a teamviewer license now if i have to travel to clients locations to fix this im going to be out of pocket

[tbjw]

If teamviewer gmbh is going to it sales events across the country, let them bring extra clothes. it will be rotten egs and tomatoes all over the place.

And when will teamviewer gmbh have the descency to formerly apologize there paying customers?

[gladtobegrey]

I'm a free user (personal use), and had the same problem this morning. However, although initially unable to connect to a remote machine, after a couple of attempts it did connect (with a 9 digit id).

I ran remote update, which worked. The machine is still able to log in and connect, and still has a 9 digit id.

[BlackGuard]

My three computers are just shown as offline. Reason is: all computers have gotten a new ID.

Too bad that linking a computer to an account does not update the list of my devices, their IDs automatically.

I would assume that the solution is:

Remove the computers from the list, log out from Teamviewer, relog, add computer to list again.

Or: reinstallation of Teamviewer and adding machines afterwards

[7GSoft]

We are still experiencing the very same issue since 48h. The situation is becoming unbearable for us, so we started installing another product on the computers we still have acces to.

If this is not resolved entirely by tomorrow, we will definitely leave TeamViewer.

[TV_bkk]

support replied back to me saying was mentioned here before. the (unknown) machines changed their ID and have to be re-Added. i sent an mail to the owners of those laptops asking them to open teamviewer and send a screenshot back.

however i also have machines on distant locations affected where no one has access so its a bit of a bummer.

[LucVinckVTS]

They know the old ID's (9 digits), so it would not have been a very hard SQL script to write to update the old ID's with the new-ones, or to add a field allowing both the old an the new ID's for the same device.

At least a mailing should have been done one ore two months ago allowing users to plan the modification.

For 1500 € a year I expect some better support.

[AEVITAS]

That's crazy! I thought it was inconvenient and annoying when the number would "randomly" change on some machines. This is not a free product... Now I will just wait for them to contact me one more time about further purchasing... 

[Kiff]

Same issue here. 400+ hosts, the majority of them at remote locations, all have new IDs. Opened a ticket with support and their response was basically: "Thanks for the message, we had a problem but everything is working normal now. Let us know if you have any further questions." They've ignored my "further questions" so far.

Teamviewer support doesn't seem to want to help us so we'll be loading a different solution going forward. I was SO close to getting my manager to spring for upgraded licensing and then this happens.

Thanks Teamviewer, as if we weren't busy enough already.

[Kiff]

Update from Support, finally/unfortunately: We have no choice but to get the new ID from each host, manually create a new contact using the new ID, and then delete the old contact. Our list didn't update like they said it would and they stated they had no way to reinstate the old IDs. They had good intentions but **bleep** did they **bleep** us over.

[macaid]

How unprofessional of them. Teamviewer have not said a word of apologies or sent any emails highlighting this specific issue. I got a little excited when finally an email came into my inbox this morning from Teamviewer, before opening it i thought to myself at last Teamviewer have sent emails to all affected user with an apology and to explain how this happened and how they were going to fix the problem...Unfortunately it was one of their bleeping newsletters. Honestly the arrogance of this company knows no bounds.  Zero communication with its member except for a few pointless tweets ( very Lazy way to inform members, providing you use twitter in the first place ) I will not be reviewing my subscription which is coming up very shortly

[dlengyel]

As of 4 hours ago, my list of computers is now back to normal. No Unknown shown. Was able to login to most of the active computers...except one. Will have that client reboot his system. MAYBE this has been resolved...HOPEFULLY.

[gladtobegrey]

As of this morning (0730 BST) all my remaining 'unknowns' have reverted to normal.

However, as Teamviewer are running scheduled maintenance at the moment (0800-1200 CEST) I shall suspend judgement on a full resolution until that's finished.

[AnotherProblem]

Just tested and all mine are still UKNOWN and Connection could not be established !

Seems some people are lucky !!

So why would you re-set ID's, unless you had a data breach. 

Shame really as it was a good product...but this to me is a critical failure especially give the lack of feed back so am changing software

[macaid]

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@AnotherProblem wrote:

Just tested and all mine are still UKNOWN and Connection could not be established !

Seems some people are lucky !!

So why would you re-set ID's, unless you had a data breach. 

Shame really as it was a good product...but this to me is a critical failure especially give the lack of feed back so am changing software

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I'm interested do you have an alternative product or recommendation 

[AnotherProblem]

Currently installing this on the remote computers

[Removed by moderator per Community Guidelines - #9 Sales/Solicitation policy]

more out of spite at the way TV treated me....

[AnotherProblem]

Ooooo a reponse from TV

----/----

Thank you for your message.

Based on global cooperation against malicious cyber activities, TeamViewer’s team and leading security researchers perform regular threat prevention analysis to identify inconsistent or suspicious behaviour within and beyond its network. In this context, in-depth data analysis revealed patterns of connection attempts that deviated from expected usage scenarios of TeamViewer. As this observation was limited to a small subgroup of endpoints, TeamViewer decided to invalidate and automatically reassign unique identifiers (TeamViewer IDs) within this subgroup. In the vast majority of cases, users will not take notice or experience any inconvenience from the precautionary measure.

Official statement: https://status.teamviewer.com/

Under certain situations we are unable to apply the ID reassignment in a transparent way. The corresponding devices may have experienced an ID change.

Therefore, please update your corresponding list entries to reflect the new ID of the device.

In some cases, a reboot of the target machine is required, as well as a new login into your account.

If you have any further questions about TeamViewer, please feel free to contact us again.

Best regards,

Kirill Balabaev
Support Engineer

[Hoser]

I have something like 37 contacts and this always happen on the latest one I have added. Must be a bug.

[Hoser]

This just happened again with another new contact I added. Considering it is the two latest contacts that were added on I have to assume it has to do with a bug in the latest version. I hope support reads these posts and fixes the issue.

[SnowFOR]

I also have same issue. I recently add three devices (MacBook Air, iPad and iPhone) few days ago. When I see those devices online, "(unknown)" tag dissapears at the end of those devices' alias. When they are offline, the tag will come again at the end of those devices' alias again. Really annoying!!

This never happened before...

[Kiff]

This is an old thread about when Teamviewer **bleep** some of us over by removing all of our IDs, with no warning, forcing us to retrieve all the new IDs from remote sites. Still fixing this!

It has nothing to do with the occasional contact showing unknown. I recommend opening a support ticket or starting a new post.

[nss]

Hundreds of remote clients were just lost with our Teamviewer 10 perpetual license which is a serious problem for us as, I guess until now, Teamviewer was our only remote management platform.

We're growing as a managed service provider and need alternative solutions, with bugs like this it's pretty much certain that we won't be subscribing to Teamviewer as there's no way we're going to reauthorize all of these systems. The email 'trust' rule they came up with a few years back is a huge pain in the **bleep** and now this...

I'll call for support in a bit but if they say we have to redeploy Teamviewer and 'authorize' via email hundreds of PCs they're out to lunch.

[MAXlMUS]

We are using ver 9 and have just lost approximately 60 computers in the same way.

[nss]

It turns out this is a glitch and they're working on it, the customer support was actually pretty good. They followed up with an email:

"Thank you very much for contacting TeamViewer.

This is unfortunately a known issue and developers are aware.

Your ticket has been escalated and we will contact you as soon as we receive further information from our development team. "