Team Viewer 14 unresponsive on Ubuntu 18.04 enabling remote management

Luigi-Bonfiglio
Luigi-Bonfiglio Posts: 5
in Monitoring & Asset 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

Comments

  • Stanislav
    Stanislav Posts: 302 [Former Staff]

    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.
  • Luigi-Bonfiglio
    Luigi-Bonfiglio Posts: 5

    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

  • Stanislav
    Stanislav Posts: 302 [Former Staff]

    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.
  • Luigi-Bonfiglio
    Luigi-Bonfiglio Posts: 5

    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

  • Stanislav
    Stanislav Posts: 302 [Former Staff]

    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.
  • Luigi-Bonfiglio
    Luigi-Bonfiglio Posts: 5

    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

  • Stanislav
    Stanislav Posts: 302 [Former Staff]

    The link did not work. 

    https://community.teamviewer.com/t5/Latest-News/Introducing-Monitoring-amp-Asset-Management-for-Linux/td-p/53957

    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.
  • Stanislav
    Stanislav Posts: 302 [Former Staff]

    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.
  • Stanislav
    Stanislav Posts: 302 [Former Staff]

    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.
  • Luigi-Bonfiglio
    Luigi-Bonfiglio Posts: 5

    Hello,

    we had a problem with the new version of teamviewer. Once Logged on the machine, I got an automatic logout, and the machine went offline.

    Logging directly to the machine, the teamviewer is up and running, but from the teamviewer console it's offline. The internet connection is present. If we kill the teamviwerd, it restart automatically, and then it goes online.

    The log were uploaded on    
       Subject: machine seems offline but the teamviewer process is up and running

     

    Please let us know

    Regards

    Luigi

  • Stanislav
    Stanislav Posts: 302 [Former Staff]

    Hi @Luigi-Bonfiglio 

     

    We are investigating it now. Will let you know if we find the cause or if we need more details or logs.

    Thanks for reporting it.

    Product Owner, Remote Management services.
  • Paul42
    Paul42 Posts: 1

    Bonjour, 

    J'ai le même soucis à partire de Ubuntu 18.04 sur un Samsung S3 (android 4.4)
    Voici le dernier log : 

    2019/09/12 10:13:49.413 29998 **Please do not post TeamViewer IDs**24928 GX1!! PLItemPermissions::IsAllowed: ConnectionType unknown!, Errorcode=11
    2019/09/12 10:13:49.413 29998 **Please do not post TeamViewer IDs**24928 GX1!! PLItemPermissions::IsAllowed: ConnectionType unknown!, Errorcode=11
    2019/09/12 10:13:49.413 29998 **Please do not post TeamViewer IDs**24928 GX1!! Partner List Error: 0 Connection type not allowed, Errorcode=11
    2019/09/12 10:13:54.922 29998 **Please do not post TeamViewer IDs**24928 GX1!! PLConnector::Connect: Connection type not allowed., Errorcode=11
    2019/09/12 10:13:58.725 29998 **Please do not post TeamViewer IDs**24928 GX1!! PLItemPermissions::IsAllowed: ConnectionType unknown!, Errorcode=11
    2019/09/12 10:13:58.725 29998 **Please do not post TeamViewer IDs**24928 GX1!! PLItemPermissions::IsAllowed: ConnectionType unknown!, Errorcode=11
    2019/09/12 10:13:58.725 29998 **Please do not post TeamViewer IDs**24928 GX1!! Partner List Error: 0 Connection type not allowed, Errorcode=11
    2019/09/12 10:15:00.260 29998 **Please do not post TeamViewer IDs**24928 GX1!! PLConnector::Connect: Connection type not allowed., Errorcode=11
    2019/09/12 10:15:14.184 29998 **Please do not post TeamViewer IDs**24928 GX1!! PLItemPermissions::IsAllowed: ConnectionType unknown!, Errorcode=11
    2019/09/12 10:15:14.184 29998 **Please do not post TeamViewer IDs**24928 GX1!! PLItemPermissions::IsAllowed: ConnectionType unknown!, Errorcode=11
    2019/09/12 10:15:14.184 29998 **Please do not post TeamViewer IDs**24928 GX1!! Partner List Error: 0 Connection type not allowed, Errorcode=11
    2019/09/12 10:15:16.313 29998 **Please do not post TeamViewer IDs**24928 GX1!! PLConnector::Connect: Connection type not allowed., Errorcode=11
    2019/09/12 10:15:26.431 29998 **Please do not post TeamViewer IDs**24928 GX1   PLComputerPropertiesUIM::UpdateItem: No changed properties to save.
    2019/09/12 10:15:36.542 29998 **Please do not post TeamViewer IDs**24928 GX1   PLComputerPropertiesUIM::UpdateItem: No changed properties to save.
    2019/09/12 10:15:48.117 29998 **Please do not post TeamViewer IDs**24928 GX1   Trying connection to **Please do not post TeamViewer IDs**, mode = 1
    2019/09/12 10:15:53.417 29998 **Please do not post TeamViewer IDs**17664 GX1!! LoginOutgoing: ConnectFinished - error: KeepAliveLost
    2019/09/12 10:16:05.204 29998 **Please do not post TeamViewer IDs**24928 GX1   Trying connection to **Please do not post TeamViewer IDs**, mode = 1
    2019/09/12 10:16:05.835 29998 **Please do not post TeamViewer IDs**10368 GX1   CLoginClient::NegotiateVersionClient()
    2019/09/12 10:16:05.905 29998 **Please do not post TeamViewer IDs**99840 GX1   LoginOutgoing: starting authentication
    2019/09/12 10:16:07.969 29998 **Please do not post TeamViewer IDs**03072 GX1!! AbstractSessionFactory::CreateOutgoingSession: Error no session factory for 4!, Errorcode=11
    2019/09/12 10:16:51.626 29998 **Please do not post TeamViewer IDs**24928 GX1   PLComputerPropertiesUIM::UpdateItem: No changed properties to save.
    2019/09/12 10:18:17.877 29998 **Please do not post TeamViewer IDs**24928 GX1   Trying connection to **Please do not post TeamViewer IDs**, mode = 1
    2019/09/12 10:18:18.768 29998 **Please do not post TeamViewer IDs**99840 GX1   CLoginClient::NegotiateVersionClient()
    2019/09/12 10:18:18.837 29998 **Please do not post TeamViewer IDs**95776 GX1   LoginOutgoing: starting authentication
    2019/09/12 10:18:19.934 29998 **Please do not post TeamViewer IDs**92544 GX1!! AbstractSessionFactory::CreateOutgoingSession: Error no session factory for 4!, Errorcode=11
    2019/09/12 10:18:34.023 29998 **Please do not post TeamViewer IDs**24928 GX1   Trying connection to **Please do not post TeamViewer IDs**, mode = 1
    2019/09/12 10:18:35.543 29998 **Please do not post TeamViewer IDs**95776 GX1   CLoginClient::NegotiateVersionClient()
    2019/09/12 10:18:35.620 29998 **Please do not post TeamViewer IDs**03072 GX1   LoginOutgoing: starting authentication
    2019/09/12 10:18:37.584 29998 **Please do not post TeamViewer IDs**24960 GX1!! AbstractSessionFactory::CreateOutgoingSession: Error no session factory for 4!, Errorcode=11
    2019/09/12 10:39:08.063 29998 **Please do not post TeamViewer IDs**24928 GX1   Trying connection to **Please do not post TeamViewer IDs**, mode = 1
    2019/09/12 10:39:13.316 29998 **Please do not post TeamViewer IDs**32256 GX1!! LoginOutgoing: ConnectFinished - error: KeepAliveLost, Errorcode=13
    2019/09/12 10:39:21.439 29998 **Please do not post TeamViewer IDs**24928 GX1   Trying connection to **Please do not post TeamViewer IDs**, mode = 1
    2019/09/12 10:39:26.521 29998 **Please do not post TeamViewer IDs**32256 GX1!! LoginOutgoing: ConnectFinished - error: KeepAliveLost, Errorcode=11
    2019/09/12 10:39:54.076 29998 **Please do not post TeamViewer IDs**24928 GX1   PLComputerPropertiesUIM::UpdateItem: No changed properties to save.

    À partir de Windows 7 (sur machine virtuelle) ça marche parfaitement bien (même machine).

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