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Posted by saleemkawar
Henagon

TeamViewer on iPhone not connecting over mobile data on the T-Mobile network

I used it last night at my house on my wifi network and it worked fine. I just tried it right now over mobile data on the T-Mobile network and it is not working. When I try to sign in, I get the message "sign in failed. Please check your internet connection". Obviously my internet is working just fine....

2 Accepted Solutions

Accepted Solutions
Posted by TeamViewer Staff
TeamViewer Staff
Solution

Re: TeamViewer on iPhone not connecting over mobile data on the T-Mobile network

Hi all,

Can you please try it again to see if it works now? In which country are you located and which provider are you using?

Julia
Senior Support Engineer - 2nd level Support
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Posted by TeamViewer Staff
TeamViewer Staff
Solution

Re: TeamViewer on iPhone not connecting over mobile data on the T-Mobile network

Hi all,

Can you please contact your ISP to make sure that *.teamviewer.com is available from the mobile network?  And can you please also try to make a hotspot with your mobile device and try a connection from the computer when the computer is connected to the hotspot?

Julia
Senior Support Engineer - 2nd level Support
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44 Replies
Posted by sbertram
Henagon

Re: TeamViewer on iPhone not connecting over mobile data on the T-Mobile network

I am having a similar issue on iPhone 6 (t-mobile) Using wifi, i can connect. Over cellular, it just says connecting without actually connecting

Posted by jameskeeling
Photon

Re: TeamViewer on iPhone not connecting over mobile data on the T-Mobile network

My Teamviewer has stopped working from my Android device over T-Mobile within the past several days/weeks. Works alright if I disable data and rely solely on Wi-FI.

Posted by TeamViewer Staff
TeamViewer Staff
Solution

Re: TeamViewer on iPhone not connecting over mobile data on the T-Mobile network

Hi all,

Can you please try it again to see if it works now? In which country are you located and which provider are you using?

Julia
Senior Support Engineer - 2nd level Support
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Posted by kash
Henagon

Re: TeamViewer on iPhone not connecting over mobile data on the T-Mobile network

I'm using Tmobile and it was working fine before on Tmobile but now I've to use wi-fi everytime I need to connect to my laptop at home. I tried both from Andriod and iOS devices. 

I live in Chicago, IL and using the same laptop and T-Mobile from the same location. 

This is the msge I get everytime I try to connect directly "A connection could not be established please check your internet connection". My data on my phone working greate. 

Please help!

 

Posted by TeamViewer Staff
TeamViewer Staff
Solution

Re: TeamViewer on iPhone not connecting over mobile data on the T-Mobile network

Hi all,

Can you please contact your ISP to make sure that *.teamviewer.com is available from the mobile network?  And can you please also try to make a hotspot with your mobile device and try a connection from the computer when the computer is connected to the hotspot?

Julia
Senior Support Engineer - 2nd level Support
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Highlighted
Posted by saleemkawar
Henagon

Re: TeamViewer on iPhone not connecting over mobile data on the T-Mobile network

Hello,

Thanks for the update; it looks like it's finally working for me with the T-Mobile network in the Los Angeles county area :) I still have to try using teamviewer on a device that's connected via hotspot, but I'm sure it'll be fine now. Thanks again.
Posted by acot
Digon

Re: TeamViewer on iPhone not connecting over mobile data on the T-Mobile network

I have the same issue as this customer.

Im on t-mobile. i am from chicagoland area. I have an iphone 7 plus. I have version 12.1.76106 CL of the IOS App for Teamviewer. I am on IOS version 10.2.1. I am using LTE wireless data (this seems to be important) My hotspot is not on.

Here is what I have troubleshot so far.

This all started after that last server downtime/update teamviewer announced. (not saying thats cause, just that it started after that) Teamviewer has always worked for me on my current phone, current, IOS, and current carrier before. I cannot confirm if I have the same Teamviewer Build that it worked on as my phone auto updated IOS apps.

When I try to log into my account over wireless LTE I see "Operation Failed. Please check your internet connection and try again"

If I try over Wifi it works.

If i turn off LTE in settings > Cellular > Cellular Data Options > Enable LTE > Off and force 4G everything works.

If I gain an active connection to a remote PC through the app over wifi or 4G and then switch my phone back to LTE the connection stays active and I am able to manipulate the remote PC without any time out.

If I close the connection (that i activated over wifi/4g and swapped over to LTE) then it brings me back to a blank blue computers screen in the teamviewer app.

I can turn off my phone or go on airplane and back or close the app or double tap home and slide the app up close. none of that matters when i go back onto the teamviewer app over LTE I will get a blue window with nothing on it on the computers tab of the teamviewer app.

If i go to settings and sign out. I will then see the normal login page on the Computers tab but when i enter my credentials i get, as stated above, "Operation Failed. Please check your internet connection and try again"

I am a Tech Advisor for a software company that troubleshoots high level excalated calls all day. I would be happy to help in any way with figureing this out.

In the mean time, i can still switch my phone over to 4G and everything works when I need to connect in a pinch but obviously this is not ideal.

Posted by Sakamano3000
Henagon

Re: TeamViewer on iPhone not connecting over mobile data on the T-Mobile network

I'm on Android and on Tmobile.  Teamviewer hasn't worked properly since about 2 weeks ago or so.  

 

Please work with Tmobile to get your software working on their network again.  Thank you.

Posted by compdepo
Henagon

Re: TeamViewer on iPhone not connecting over mobile data on the T-Mobile network

Using Samsung Galaxy note 5, note 3, and s7 edge.  Non of them work as well on tmobile data.  I tried logmein and logmein works fine.

Posted by wsloan
Digon

Re: TeamViewer on iPhone not connecting over mobile data on the T-Mobile network

I am in Chicago. Teamviewer is not working on T Mobil network. I spoke with T Mobil and they said it should work over thier network. They instructed me to ask the app developer if they are restricting cellular data and making the app only work over WiFi?

Posted by acot
Digon

Re: TeamViewer on iPhone not connecting over mobile data on the T-Mobile network

If any of you have iphones (not sure if you can do this on android) can you try switching to 4g and trying it like I did.

Over LTE Teamviewer does not work, but over 4G it does. SO obviously the T-Mobile cellular network works.

Its something about Teamviewer trying to connect over LTE

Here are my instrctions from above:

If i turn off LTE in settings > Cellular > Cellular Data Options > Enable LTE > Off and force 4G everything works.

Posted by acot
Digon

Re: TeamViewer on iPhone not connecting over mobile data on the T-Mobile network

Update--- what I wrote above does not seem to be consistant.

On saturday night 4/22 at 11pm central timeteamviewer worked over LTE to get to the computers select screen and allow me to connect but its back to never working again.

Yesterday at lunch 4/26 at around 11:30 central time LTE and 4G did not work. (4g has been consistantly working for me) I had to go back into a wifi signal range to get to the computer select screen and connect to my PC, once connected I was able to go out of range and keep the connection open over LTE no problem as long as I didnt disconnect.

4g appears to be consistantly working again.

Posted by wsloan
Digon

Re: TeamViewer on iPhone not connecting over mobile data on the T-Mobile network

Does anyone know if this is a TeamViewer issue or a TMobil issue?
Posted by Sakamano3000
Henagon

Re: TeamViewer on iPhone not connecting over mobile data on the T-Mobile network

It is an issue with TeamViewer on T-Mobile and the TeamViewer support team doesn't seem to care to get it fixed...they are expecting us to reach out to T-Mobile to get their (TeamViewer) program working...
Posted by wsloan
Digon

Re: TeamViewer on iPhone not connecting over mobile data on the T-Mobile network

TeamViwer support:

Can you respond to this to confirm if the issue is on your end or Tmobil's?????

Thank you
Posted by acot
Digon

Re: TeamViewer on iPhone not connecting over mobile data on the T-Mobile network

I got a private message from staff member Julia on this thread saying that some people have gotten it fixed by calling T-Mobile. Except she didn't tell me how or what to say. Maybe tell me a port range that needs to be open?
I called T-Mobile and they don't know what I'm talking about.
Posted by wsloan
Digon

Re: TeamViewer on iPhone not connecting over mobile data on the T-Mobile network

I called TMobil as well and they didn't have any ideas on how to fix it or why there was a problem. My personal thought is TMobil is blocking it as a way to reduce the amount of data usage on thier network.
Posted by Sakamano3000
Henagon

Re: TeamViewer on iPhone not connecting over mobile data on the T-Mobile network

At the end of the day, it is not our responsibility to fix this. TeamViewer and their support staff are the one's that should be working with T-Mobile to resolve this problem.

I am currently paying for a license to use this software and TeamViewer does not seem to care to fix it. If the problem isn't resolved shortly, I will be contacting TeamViewer for a full refund of my payment.

This delay is seriously getting out of hand.
Posted by LBean
Photon

Re: TeamViewer on iPhone not connecting over mobile data on the T-Mobile network

Yes I am having this issue as well. Teamviewer should be working actively with T-Mobile, clearly the affected carrier here, to resolve the issue.

Posted by wsloan
Digon

Re: TeamViewer on iPhone not connecting over mobile data on the T-Mobile network

Do you know if they are? I have called TMobil and they do not seem very interested in resolving this. Been looking at switching to Verizon, they have some new plans that make them more competitive with TMobil than in the past.
Posted by LBean
Photon

Re: TeamViewer on iPhone not connecting over mobile data on the T-Mobile network

Sorry I meant to imply that it's Teamviewer's responsibility to work with T-Mobile to resolve this issue. I don't know if they actually are though :(

Posted by DomLan
Heptagon

Re: TeamViewer on iPhone not connecting over mobile data on the T-Mobile network

Hi to all,

After changing the infrastructure, with the change of the IP addresses for TeamViewer, there have been some missed alignments and various issues by some internet service providers (ISPs)
They have come to Italy, Israel, the United States, China and others: all have been solved by the reference ISP; for these TeamViewer I believe has directed the various service technicians to circumscribe and solve the abnormal cases.

Among the various tests requested, to which the community contributed, were:
- verify reachability master1.teamviewer.com ... up to master12.teamviewer.com (via ping);
- Routing at least on first server master1.teamviewer.com (cmd -> tracert master1.teamviewer.com);
- cleaning the device cache;
- reading TeamViewer log files on some devices.

In some cases, after resolving the problem by ISP, some customers had to disconnect and reconnect their home routers to get a new IP assigned to them.

I personally do not think TeamViewer is happy with the lack of use of its product; Just as I do not really believe that T-Mobile wants to limit the use of its own band (more you consume ... more you spend).

I'm really convinced that this is a mere technical problem and that TeamViewer and T-Mobile are at work to understand and solve it.

Do you agree? Can you run some of the tests listed above?

Regards

Domenico Langone
MCSD: App Builder
Posted by Maldeus
Henagon

Re: TeamViewer on Android not connecting over mobile data on the T-Mobile network

Same issue like others, the app worked fine until suddenly after last update stopped.

The app works fine over wi-fi, tried to test the web addresses suggested in other posts, with result web page is up and running. switching to lower network speed does not fix the issue.The app developer needs to fix the issue. The app is working fine on a different network(AT&T). maybe it has to do something with IP6 address on my phone.

maybe it has to do something with IPv6 address on my phone.

Please fix it. 

the whole purpose of the app is to have access to my computer when I'm not using Wi-Fi

 

 

Posted by TeamViewer Staff
TeamViewer Staff

Re: TeamViewer on Android not connecting over mobile data on the T-Mobile network

Hi all,

Thank you for your contribution in this thread :)

I double checked the issue with our development.

The provider has a problem to connect to our servers when LTE is activated (as you can see in some previous posts, a workaround at the moment is to disable LTE).

So the provider has an ISP issue and they have to make sure that they can connect to our servers and they have to set *.teamviewer.com on their whitelist.

We already reached out the provider and we kindly invite you to get in touch with them and ask them to grant you this access.

Julia
Senior Support Engineer - 2nd level Support
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Posted by Sakamano3000
Henagon

Re: TeamViewer on Android not connecting over mobile data on the T-Mobile network

As I feel it is not my responsibility to fix your program's issue, I will not be contacting TMobile. I will wait for TeamViewer to press the issue further with TMobile to resolve this problem.
Posted by wsloan
Digon

Re: TeamViewer on Android not connecting over mobile data on the T-Mobile network

I just spoke to a TMobil tech guy and he filled out a ticket for thier engineers to try and figure out why thier network is blocking it because it should not be blocking it.

I do wish Teamviewr would be a bit more proactive in trying to resolve this issue for thier customers.
Posted by wsloan
Digon

Re: TeamViewer on Android not connecting over mobile data on the T-Mobile network

I spoke with a TMobil engineer and they claim the issue is that TeamViewer needs to update thier app so that it can be accessed via IPV6.

So if this is correct, when will this update take place? If this is not correct, how can we solve this problem? Can you confirm if Verizon customers are accessing teamviewr over thier LTE network?
Posted by jwxx
Photon

Re: TeamViewer on Android not connecting over mobile data on the T-Mobile network

It seems to fix the problem on my Tmobile s7 edege after apply "reset to default" under Access Point Names.

Posted by Anovil
Henagon

Re: TeamViewer on Android not connecting over mobile data on the T-Mobile network

Same issue here:

iPhone 7 with T-Mobile, in Chicago. 

Doesn't work on LTE, but works on WiFi.

Disabling LTE doesn't seem to work for me.

Logs show multiple timeouts (first occurence is to master2.teamviewer.com:5938)

This is quite upsetting. Please fix.

Posted by acot
Digon

Re: TeamViewer on Android not connecting over mobile data on the T-Mobile network

Hey everyone, everythings been working for me all weekend and today over LTE.

How about the rest of you? we all fixed?

Posted by sbertram
Henagon

Re: TeamViewer on Android not connecting over mobile data on the T-Mobile network

Working again for me


@acot wrote:

Hey everyone, everythings been working for me all weekend and today over LTE.

How about the rest of you? we all fixed?


 

Posted by wsloan
Digon

Re: TeamViewer on Android not connecting over mobile data on the T-Mobile network

It is working for me on LTE as well.

A big thanks for whom ever got that fixed!!!
Posted by TeamViewer Staff
TeamViewer Staff

Re: TeamViewer on Android not connecting over mobile data on the T-Mobile network

Hi all,

The issue should be fixed - I could already read, that most of you do not have the problem anymore.

Is here someone who still has problems with the connection?

Julia
Senior Support Engineer - 2nd level Support
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Posted by Anovil
Henagon

Re: TeamViewer on Android not connecting over mobile data on the T-Mobile network

Working here as well! 

Thank you.

Posted by Borgholio
Henagon

Re: TeamViewer on Android not connecting over mobile data on the T-Mobile network

Just wanted to add my 2 cents that it's not working for me either.  The workaround of turning off LTE does indeed work, as does going to WiFi.  It just doesn't work on T-mobile LTE.

Posted by Jmeans2323
Photon

Re: TeamViewer on Android not connecting over mobile data on the T-Mobile network

Hello. Just read thru all threads and I am still having the same problem. I am on T-Mobile and have a Samsung S8+.
Posted by randall
Photon

Re: TeamViewer on iPhone not connecting over mobile data on the T-Mobile network

It worked for a few weeks on T-Mobile in the Los Angeles area for me but then stopped working again about the end of June 2017 and still isn't working as of now (end of July 2017). The app just keeps trying to connect to partner if on cellular network, but on wifi it works just fine. Is there a solution to this or what was changed since May 2017 that has caused it to crash again?

Posted by randall
Photon

Re: TeamViewer on Android not connecting over mobile data on the T-Mobile network

The issue was resolved temporarily for May 2017, but it is not working on cellular network for those of us on T-Mobile once again as of about the end of June 2017. Can you look into what you did in May to get it working?

Posted by elfuego
Henagon

Re: TeamViewer on Android not connecting over mobile data on the T-Mobile network

Julia,

This issue is still ongoing. I just got off the phone with T-mobile support and they have confirmed that *.Teamviewer.com is whitelisted. The issue first appeared for me when I got my new Galaxy S8 so I thought it was a device issue. However when I saw that it was happening for both Android and IOS, I knew this was something bigger. Here are the troubleshooting steps I've taken:

  • Uninstalled/reinstalled the application
  • Reviewed and granted the teamviewer app all permissions it can possibly have
  • Disabled/Enabled 4G/LTE
  • Verified that I can access teamviewer.com and master12.teamviewer.com within my S8 browser. 

Lastly I emailed a copy of the event log from my phone to support@teamviewer.com. Please have your developers review this. The app keeps stating to check the Internet connection but the teamviewer app is the only application I have installed that can't seem to detect the mobile network.

Posted by elfuego
Henagon

Re: TeamViewer on Android not connecting over mobile data on the T-Mobile network

Just to follow-up on this situation. I contacted both Teamviewer and Tmobile. The application logs state that Tmobile is blocking port 5938 which was confirmed by Teamviewer support. I passed this information along to Tmobile and they escalated it with a ticket. However I receive a voicemail 2 days ago stating they would not be unblocking the port with no explanation as to why it was blocked in the first place.

I don't know how many people on Tmobile use Teamviewer but unless a large number of people start screaming, the app will become almost useless. :manmad:

Posted by alinajetly
Electron

Re: TeamViewer on iPhone not connecting over mobile data on the T-Mobile network

I fixed my problem by cellular data not working for my iPhone , because I moved to Fido before a week. I found a online guide about the cellular data not working and it worked for me. 

Source: https://www.howtoisolve.com/fix-iphone-cellular-data-not-working/

Posted by arthurnas
Henagon

Re: TeamViewer on iPhone not connecting over mobile data on the T-Mobile network

Teamviewer doesn't work for Android too (over t-mobile). It only doesn't connect when running over 4 LTE. The solution is to get rid of 4G LTE connection.
I did change the network connection settings to connect only to 3G-4G connection. Worked fine.
Posted by sankafola
Electron

Re: TeamViewer on iPhone not connecting over mobile data on the T-Mobile network

in setting you need to put data for teamviewer ON 

Posted by ONTIME
Electron

Re: TeamViewer on iPhone not connecting over mobile data on the T-Mobile network

Hi, This solution is for the users who are using teamviewer in windows OS.
1. Open up teamviewer, click on 'Connection' link in the, then click on 'Exit Team Viewer'
2. Click windows key on keyboard and type 'Services'
3. In services window, search for 'TeamViewer' and double clik on 'TeamViewer'.
4. Click on 'Stop' button.
5. Now, click on windows key in the keyboard and type 'Team Viewer' and open it. Now, you will be able to connect without any issues