Initiate a Connection

To continue using TeamViewer in N-sight RMM after October 1, 2021, partners must update all devices using TeamViewer (through Take Control or standalone) to Windows Agent v10.11.1 or later, or Mac Agent 3.6.0 or later, which support TeamViewer versions from 15.9. The previous TeamViewer integration is deprecated.

TeamViewer version 15.9 introduced the following changes:
- Upgraded connections so the .TVC file is no longer required to initiate a session from the Dashboard
- Support for a new TeamViewer REST API
- The TeamViewer standalone integration only supports unattended connections when the TeamViewer host is commercially licensed.

Dashboard accounts created after the release of Dashboard 2021.01.05 do not have the option to "Integrate with existing TeamViewer installations".

Before you attempt to connect to the remote device, ensure a TeamViewer or Take Control (TeamViewer) Viewer is installed on the device providing assistance. For more information, see Download and install the Viewer.

Depending on the TeamViewer license and configuration on the target computer, you may be prompted to enter the device's TeamViewer password when starting a session. To seamlessly connect to the device, you must be logged into your TeamViewer account and have the device (along with its password) added to your TeamViewer account.

Dashboard

To initiate a connection using the Dashboard:

  1. In the North-pane of the Dashboard, select the target server or workstation you want to access
  2. Click TeamViewer to instantly and securely connect. You can also click TeamViewer from the Server, Workstation or Device drop-down (or by right-clicking the machine in the North-pane: Remote Access, TeamViewer).

Wall Chart

When enabled, you can establish a TeamViewer connection from the Wall Chart.

To initiate a connection using the Wall Chart:

  • Select the device on the Wall Chart and click Take Control to initiate the session

Two-Factor Authentication

In addition to the relevant TeamViewer permissions, users must log in to the Dashboard using a Two-Factor Authentication (2FA) active login before they can initiate a remote session. The additional layer of security provided by 2FA helps to prevent unauthorized Dashboard access, particularly when connecting to a remote computer.

Where the user has the required Dashboard permissions setup, but 2FA is not active for their account, they are prompted to setup 2FA before they can initiate a remote connection.

If they opt to proceed with 2FA setup from this dialog, they are logged out of their current Dashboard session to complete the 2FA activation process.

Please be aware that the users only enter their 2FA code when logging into the Dashboard, they are not prompted to enter the code each time they attempt to initiate a TeamViewer connection.

For more information, see Two-Factor Authentication.

Service Desk

A remote access session can be initiated directly from the MAX Service Desk Dashboard where Take Control is installed on a device. Simply navigate to the device's asset dialog and click the Take Control button to retrieve the connection file required to launch the viewer and initiate the session.

For other Service Desk systems, it may be possible to use one of the Take Control API service calls. Please contact us for information on these API calls.

TeamViewer or Take Control Viewer

Regardless of the method used to initiate the session, TeamViewer or Take Control (TeamViewer) Viewer (when installed on the device) opens and creates a connection to the selected remote computer.

For easy session identification when multiple connections are established, the device name is included in the session window (from Agent 9.5.2 - TeamViewer 9.0.25942). A restart of the TeamViewer service or remote device itself may be required to display the device name.

TeamViewer 11 introduced a redesigned toolbar to ensure that all of the features required during a remote support session are easy to find and close at hand.

Reporting

TeamViewer connections are recorded in the User Audit Report under TeamViewer Session, but are not included in either the Remote Support or Take Control Report.