Hi,

I am testing the Remote Support on MaaS360.

I am in Trial Mode which expires on 08-27-2020. I had enabled both attended and unattended access. TeamViewer has been install on the machine which I connect to MaaS360 portal (browser Firefox and Chrome).

I have tried the Initiate Remote Support with iPhone and Windows 10 devices, both have the same error:
Error occured while creating remote support session

I have tried to install TeamViewer Quick Support manually on devices, but still have the same error.

Thanks in advance.

Regards,
Lin

Hi Lin,

If you remove MaaS360 from the equation and only attempt to start the remote session using just the TeamViewer admin console, are you able to successfully connect?

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Matt Shaver
System Architect
IBM
mshaver@us.ibm.com
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Hi Matt,

Thank for your help and the problem had been solved.

Simply, the solution is to login to the email linked with TeamViewer account and check the new mail titled with "Device authorization needed" . Or try to login to TeamViewer Management Console via the link (https://login.teamviewer.com/LogOn).

Since we tried to initiate remote support via MaaS360 portal on another machine, TeamViewer required a sign in confirmation as well as adding trusted device. 

We need therefore to add all machines of MaaS360 administrators to the trusted device list on TeamViewer Management Console before initiating remote support via MaaS360 portal.

Hope this may help others who have the same error.

Best regards,
Lin

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Lin LI
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Original Message:
Sent: Thu August 20, 2020 03:52 PM
From: Matt Shaver
Subject: TeamViewer Failed Initiate Remote Support

Hi Lin,

If you remove MaaS360 from the equation and only attempt to start the remote session using just the TeamViewer admin console, are you able to successfully connect?

------------------------------
Matt Shaver
System Architect
IBM
mshaver@us.ibm.com
------------------------------