Customer updated to TeamViewer 14 and can't use admin privileges anymore

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Posted by IvanMontillaM
Henagon

Customer updated to TeamViewer 14 and can't use admin privileges anymore

Good afternoon,

We have a customer that was previously using TeamViewer 13 and during QuickSupport sessions opened (and used) software with administrator privileges without any problem on a LAN (internal support) with Active Directory. These computers normally run with standard user privileges, as per company security policy.

Now that the customer upgraded to TeamViewer 14, when a software with administrator privileges is opened, the screen goes gray with a message and connection is paused until the elevated software is closed. We tried running the lightweight client with administrator privileges on a test machine and everything worked just fine.

How can the customer elevate privileges during a QuickSupport session? Without making the remote person to type domain administrator credentials manually.

P.S.: Customer has been using products from other companies to access remote computers.

1 Accepted Solution

Accepted Solutions
Posted by IvanMontillaM
Henagon
Solution

Re: Customer updated to TeamViewer 14 and can't use admin privileges anymore

Good afternoon Esther,

The solution was not exactly the one you posted.  The solution is to connect on the queue with Windows Authentication.

This one differs from yours because the computer receiving support doesn't have the full client of TeamViewer, just the QuickSupport one.

6 Replies
Highlighted
Posted by Community Manager
Community Manager

Re: Customer updated to TeamViewer 14 and can't use admin privileges anymore

Hi @IvanMontillaM

Thanks for your post.

This article might help you: Controlling the UAC on remote Windows PC 

It explains how you can connect to a remote device with the ability to control the UAC by authenticating with the username and password of your Windows account.

I hope this helps you.

Best, Esther

Community Manager


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5 Replies
Posted by IvanMontillaM
Henagon

Re: Customer updated to TeamViewer 14 and can't use admin privileges anymore

Good morning Esther,

Customer is using QuickSupport, not the full client of TeamViewer 14 on remote machines. How can he do the same procedure with the QuickSupport light agent instead?

I've read the article and is related to the full client.

Posted by Community Manager
Community Manager

Re: Customer updated to TeamViewer 14 and can't use admin privileges anymore

Hi @IvanMontillaM

The one receiving the connection (=using the QuickSupport) should be the one not knowing/being able to control the UAC.

The one establishing the connection (=using the TeamViewer full version) should be the one who initiates the connection (via Windows authentication). This authentication method allows that he (=the one establishing the connection) will be able to control the UAC on the remote device (=using QS).

Or how exactly is your setup?

Thanks and best,

Esther

Community Manager


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Posted by IvanMontillaM
Henagon

Re: Customer updated to TeamViewer 14 and can't use admin privileges anymore

Good morning,

I think there has been a bit of confusion, we are resellers of the solution, and a customer of us provides support to his internal customers using TeamViewer.

So, he provides support using a full TeamViewer 14 installation and allows his end internal customer to download a QuickSupport agent.

How is my customer able to elevate privileges on the QuickSupport for his end internal customer?

Posted by Community Manager
Community Manager

Re: Customer updated to TeamViewer 14 and can't use admin privileges anymore

Hi again,

please let your customer try to connect with Windows authentication and let me know whether this solves it.

Best, Esther

Community Manager


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Find this helpful? Say thanks by clicking on the Thumbs Up button.


 


Additional information can be found here: Knowledge Base | Community Blog | How to get started 

Japanese Community (日本語コミュニティ) |  Chinese Community (中文社区)

Posted by IvanMontillaM
Henagon
Solution

Re: Customer updated to TeamViewer 14 and can't use admin privileges anymore

Good afternoon Esther,

The solution was not exactly the one you posted.  The solution is to connect on the queue with Windows Authentication.

This one differs from yours because the computer receiving support doesn't have the full client of TeamViewer, just the QuickSupport one.