Posted by Luigi-Bonfiglio
Henagon

Team Viewer 14 unresponsive on Ubuntu 18.04 enabling remote management

Hello,

we had a problem enabling the free trial remote management on a device where are installed Ubuntu 18.04 and Team Viewer 14. After the enablement of the service I got several errors with some alfanumeric error code. But the real problem is related to the connection on the device that I lost. The device appeared offline on the team viewer dashboard even if it was switched on. Is there a method to check on the client side if the team viewer is working as expected or not? Is present a watchdog service for team viewer? How can we solve such a situation, since we cannot have the access to the machine in order to shutdown and restart it?

Thanks in advance

Regards

Luigi

11 Replies
Highlighted
Posted by Remote Management Staff
Remote Management Staff

Re: Team Viewer 14 unresponsive on Ubuntu 18.04 enabling remote management

Hi @Luigi-Bonfiglio 

 

Thanks for this feedback. 

We managed to reproduce the described situation. It appears that when the Monitoring & Asset Management gets installed and starts the first time it will crash the TeamViewer service. 

Until we release a fix for this please try the following workaround: 

connect via ssh to the linux machine and run this command: 

  • sudo systemctl restart teamviewerd.service

It will restart the TeamViewer service. After this, no more problems will be encountered. 

Please let us know if it worked for you and if you are willing to provide us with the logs to investigate this situation further to release a fix. 

TeamViewer logs are located: /opt/teamviewer/logfiles 

  • TeamViewer14_Logfile.log

Monitoring Service logs are located: /var/log/teamviewer-rm 

  • ITbrainMonitoring_Logfile.log (20MB)

 

Product Owner, Remote Management services.
7 Replies
Posted by Luigi-Bonfiglio
Henagon

Re: Team Viewer 14 unresponsive on Ubuntu 18.04 enabling remote management

Hello @Stanislav , thanks for the update.

Right now I've the access to ssh, but when we will install our devices on our customers, we will not have anymore access to ssh, therefore, in addition to the fix on this issue, we need also at least a sort of watchdog that in such a case, where the teamviewer is freezed, it's able to restart the service. The problem is also that, we cannot ask to our customer to physically restart the device since it will be located in a remote location, not easily and frequently reachable.

Regarding the logs , where can i upload them?

Thanks & Regards

Luigi

Posted by Remote Management Staff
Remote Management Staff

Re: Team Viewer 14 unresponsive on Ubuntu 18.04 enabling remote management

We should release a fix on this by the end of the month. I will post here when it is fixed. 

Once the fix is out the new installations should not affect or crash the TeamViewer service.

This is only happening on Ubuntu as far as we saw. on Debian everything works as designed. 

Regarding the watchdog for the TeamViewer service, we will think of a solution. 

 

Please upload the logs by creating a ticket here

(Bottom of the page-> choose TeamViewer Remote Management)

Product Owner, Remote Management services.
Posted by Luigi-Bonfiglio
Henagon

Re: Team Viewer 14 unresponsive on Ubuntu 18.04 enabling remote management

Hello @Stanislav ,

thanks for the update. I've opened the ticket and updloaded the logs. I've also other Ubuntu devices in my list connected on teamviewer, but I can only activate remote management on a device where I've the issue. Why is not possibile to activate it on the other devices?

Regards

Luigi

Posted by Remote Management Staff
Remote Management Staff

Re: Team Viewer 14 unresponsive on Ubuntu 18.04 enabling remote management

Hi @Luigi-Bonfiglio 

Thanks for submitting the logs. I am more exactly why you cannot activate on other devices. 

Have you checked the requirements from here. 

Is the Activate button appearing on other devices? 

Is the activation process failing once you activate it? 

Product Owner, Remote Management services.
Posted by Luigi-Bonfiglio
Henagon

Re: Team Viewer 14 unresponsive on Ubuntu 18.04 enabling remote management

Hello,

the button "activate" is not present. Which are the requirements? I've another device that is a clone of the failing device, and in that device is not present the "activate" button. The other devices are a Lenovo Worstation (x86_64) and some raspberry. None of them have the activate button. The version of ubuntu installed on the device is the same.

Thanks & Regards

Luigi

Posted by Remote Management Staff
Remote Management Staff

Re: Team Viewer 14 unresponsive on Ubuntu 18.04 enabling remote management

The link did not work. 

https://community.teamviewer.com/t5/Latest-News/Introducing-Monitoring-amp-Asset-Management-for-Linu...

At this moment 32 bit is not yet available for activation, ARM and RPM will follow within 1 month. We still need to perform some internal tests on these packages. 

Product Owner, Remote Management services.
Posted by Remote Management Staff
Remote Management Staff

Re: Team Viewer 14 unresponsive on Ubuntu 18.04 enabling remote management

Hi @Luigi-Bonfiglio 

We found and fixed the bug on Ubuntu. 

We will need to release a new TeamViewer version for this. It will be at the End of February or with the March release, as soon as I know in which releases it will be I will write here the version needed to solve the issue with Ubuntu. 

Product Owner, Remote Management services.
Posted by Remote Management Staff
Remote Management Staff

Re: Team Viewer 14 unresponsive on Ubuntu 18.04 enabling remote management

Hi @Luigi-Bonfiglio 

We have released the necessary package updates for both TeamViewer 14 and the Monitoring package which solve da few bugs and the most important the Ubuntu situation which we reported here. 

 

Please update all packages to: 

TeamViewer 14: 14.1.18533

Monitoring client:  1.0.166669

Also with this release, 32 Bit version was uploaded as well. Just in case if you have 32 Bit Linux machines. 

Let us know if everything is working now. 

Product Owner, Remote Management services.