topic Re: Teamviewer (remote assist app) no longer working in Tech Help - Software/Hardware etc

Teamviewer (remote assist app) no longer working

markv — Sun, 25 Nov 2018 18:14:44 GMT

Have you auto-updated the firewall rules? I (Plusnet fttc customer with Draytek Vigor 2860) can no longer do a remote assist (using Teamviewer) to a friend (Plusnet ADSL customer with Plusnet router).

Has worked for years but stopped a week or so ago. We can both start Teamviewer, both get a message sayig Teamviewer is online. But I can't connent to them - unhelpful 'Connection failed'. This has worked flawlessly for many years. Nothing changed at either end except possibly Windows updates and/or you updating the firmware on the Plusnet router (SW rel 10.2.2.B, EH, 1.05).

Re: Teamviewer (remote assist app) no longer working

Gel — Sun, 25 Nov 2018 18:45:46 GMT

Perhaps try Windows "Easy Connect".

Re: Teamviewer (remote assist app) no longer working

shutter — Sun, 25 Nov 2018 19:03:57 GMT

@markv

@Gel suggestion..... google "Windows Easy Connect"... it is not the same as the microsoft App "easy connect" from the microsoft store.

Re: Teamviewer (remote assist app) no longer working

markv — Mon, 26 Nov 2018 13:07:44 GMT

Microsoft now specify Quick Assist, not Easy Connect, so I tried that. It was just as unssuccessful as TeamViewer, and failed with the error "An error has occurred. We’ve run into a problem. An error has caused screen sharing to end or we cannot establish a connection. Please close Quick Assist and try again later."

More interestingly, I found that my friend can make a TeamViewer connection to me, although I can't make a Teamviewer connection to them. A few weeks ago, I could connect to them so something has changed.

This really sounds like a Firewall issue to me, reinforcing my original question.

As far as I can see, the routers built-in firewall can't be configured, or even switched off (as a test).

So... Plusnet, have you remotely changed anything? Didn't mention in my OP, the 'Product ref' of the router is 3701603C, Board DANT-T.

Thanks.

Re: Teamviewer (remote assist app) no longer working

VileReynard — Mon, 26 Nov 2018 17:50:22 GMT

Don't you need to do some port-forwarding or uPnP?

See https://en.wikipedia.org/wiki/Internet_Gateway_Device_Protocol

We always used to use VNC many years ago - it still works on Windows/Mac/Linux.

Re: Teamviewer (remote assist app) no longer working

markv — Mon, 26 Nov 2018 18:04:41 GMT

Thanks for that...

Sorry to keep repeating my original question, but Teamviewer remote assistance has been working flawlessly for years. I haven't changed anything. Now it's not working.

It may well be that Plusnet have silently rolled out an update to their router which now requires me to make changes, or open ports or something.

Don't have a problem with that but I need to hear from Plusnet if they have made changes, and what those changes are.

Also I haven't yet found how to do detailed configuration of the Plusnet/Technicolor router's firewall settings - is that possible?

Slightly hampered because I can only look at router settings when I'm visiting my friend (because I can no longer do remote assistance...!)

The fact that my friend can open a remote assist connection to me, but I can't open one to them surely suggests a restriction at their end, rather than a need to use a different remote assist app?

Re: Teamviewer (remote assist app) no longer working

VileReynard — Mon, 26 Nov 2018 19:12:01 GMT

The default is to block all unrequested requests and allow all outgoing requests - although Plusnet have a bolt-on firewall that blocks certain ports (I have it switched off) - perhaps that's the culprit?

https://portal.plus.net/my.html?action=firewall

Re: Teamviewer (remote assist app) no longer working

dvorak — Mon, 26 Nov 2018 19:39:12 GMT

I'm using Teamview ok to my PN connection without any issue, as you have been using it for years.

So I don't believe this is a PN wide issue.

Re: Teamviewer (remote assist app) no longer working

markv — Mon, 26 Nov 2018 22:19:30 GMT

Great to hear Teamviewer is still working for you. Can you tell me what version you have, in particular at the end that is being controlled.

I did wonder if the update to TeamViewer v14 was a factor, but as the built-in Windows Quick Assist also fails to connect suggests it isn't the remote assist app itself.

Thanks.

Re: Teamviewer (remote assist app) no longer working

dvorak — Fri, 30 Nov 2018 06:45:48 GMT

I'm using 13.24 on my machines

Re: Teamviewer (remote assist app) no longer working

markv — Fri, 30 Nov 2018 12:53:44 GMT

Thanks. I tested with 12, 13 and 14 and none connected. Same fault on a wired desktop PC and a wireless laptop. That seems to pretty much nail down the Plusnet router as the source of the fault.

Reset didn't help.

Was fine ~ 2 weeks ago 😞

Now waiting for delivery of a Draytek Vigor 27xx

Re: Teamviewer (remote assist app) no longer working

frank121 — Mon, 31 Dec 2018 21:30:04 GMT

Hello Mark V,

I am wondering if you fixed this? I have had the same issue after switching to plusnet in October. All the settings appear to be off in my profile. (firewall and safe surf)

If I change my DNS to 1.1.1.1 or 8.8.8.8 then teamviewer connects fine, so it does appear to be that plusnet are blocking this.

Thanks.

Frank

Re: Teamviewer (remote assist app) no longer working

dvorak — Mon, 31 Dec 2018 21:35:24 GMT

Sounds like a safeguard issue if changing the DNS impacts it - do you have safeguard enabled?

Re: Teamviewer (remote assist app) no longer working

frank121 — Mon, 31 Dec 2018 21:39:02 GMT

Do you mean safe surf? If so, no it's off. (see attached) Thank you.

Re: Teamviewer (remote assist app) no longer working

markv — Mon, 31 Dec 2018 22:02:07 GMT

Hi frank121,

Now that is interesting...

When I replaced the Plusnet ADSL router with the Draytek Vigor 2762, Teamviewer immediately started working again.

But... the Vigor is using the Plusnet default DNS (212.159.6.9 and 6.10).

So for me, it seems to be something configured, or built-in to the Plusnet router that is causing the block.

If I have time on my hands, I'll reinstate the Technicolor router and change the DNS... but I can't see that happening any time soon. But if I do, I will report back...

Mark

Re: Teamviewer (remote assist app) no longer working

markv — Mon, 31 Dec 2018 22:23:41 GMT

Hi dvorak,

No, safeguarding/safe surf is switched OFF.

Brgds,

Mark

Re: Teamviewer (remote assist app) no longer working

frank121 — Mon, 31 Dec 2018 23:20:12 GMT

Hi Mark,

Thanks for the reply and update! I am using my own router and the auto DNS gives 212.159.6.9 and 6.10. The DNS listed on my account settings are 212.159.13.49 & 13.50 and both set's don't enable team viewer to work.

Interesting that the Vigor 2762 is working as I guess it must be using the auto DNS.

Anyway, I will probably give plusnet a bell and see if they can solve it. As I have a workaround it's a not a issue but I am just curious as to what's blocking it.

Thanks again! Have a great new year.

Frank

Re: Teamviewer (remote assist app) no longer working

PENGALLY — Tue, 05 Nov 2019 16:16:10 GMT

I have exactly this same problem -- after fussing with TV itself then PC Internet/Network Firewall settings I still see this

'Not ready. Please check your connection ...'

It dawned on me too late that as my phone and laptop using the wifi had the same issues that of course it is not the PC setup rather the PlusNet router set up.

(I am visiting my family from Canada and didn't buy SIM card this time so noticed I had lost functionality with TV. But a year ago and further back tv did work off the family PC) and from my wifi connected phone. So has there been a change in the hardware?

So my question is: are there any setting on the Plusnet router that would block TV that could be reset to allow TV through?

Specific ports it needs: port 5938 TCP-UPD

Any suggestions welcome as I am completely shut out of my office - unexpectedly.

Pengally

Re: Teamviewer (remote assist app) no longer working

frank121 — Tue, 05 Nov 2019 16:26:17 GMT

Hi Pengally,

Is this for team viewer or something else? I'd suggest that you change your DNS settings on the PC (or whatever device is having this issue) to: 1.1.1.1 or 8.8.8.8.

It's normally the PlusNet DNS that's blocking TeamViewer. If it still doesn’t work, it could be that the required ports are blocked on the router itself. However, I am not familiar with the PlusNet router, you would need to did in it's settings specifically at the port/firewall settings.

Frank

Re: Teamviewer (remote assist app) no longer working

markv — Tue, 05 Nov 2019 17:44:28 GMT

Hi @PENGALLY

If TV is saying Not ready, that suggests it can't even connect with TV HQ, so there is no chance of connecting to anything until that is resolved

(AIUI, all TV clients talk to a central TV server to get routing information, but then connect genuinly peer-to-peer.)

Can you ping or tracert to master9.teamviewer.com (or master1-6)?

Can you tryconnecing to a wifi hotspot from a friends 3G/4G phone (obviously with the phone using the mobile network, not using the problematic wifi!)?

Mark