TeamViewer: Creating a new session

• Start a TeamViewer Remote Session
• TeamViewer Android EMM Remote Session Behavior
• TeamViewer: Chrome OS Session Overview
• TeamViewer: iOS/iPadOS Session Overview
• TeamViewer: macOS Session Overview
• Start a TeamViewer Remote Session on Windows

Start a TeamViewer Remote Session

What

A FileWave administrator can start a TeamViewer remote support session from a supported device record after the TeamViewer integration, client permissions, and administrator permissions are configured.

When to use it

Start a session when a technician needs attended or approved unattended access to troubleshoot a managed endpoint.

Start the session

In FileWave Central or FileWave Anywhere, open the context menu for a device that reports a supported TeamViewer state and choose Remote Session. The administrator must have remote-session permission. On macOS and Windows, Remote Session (Don't Prompt User) appears only when the FileWave Client allows managed remote control without a user prompt. A Superprefs Fileset can manage these client settings.

Computer Client preferences

The available session choices depend on two settings under FileWave Client Preferences > Privacy:

• Managed remote control enables or disables TeamViewer remote sessions for the client.
• Prompt client for remote control access requires the user to approve a session.

When prompting is enabled, FileWave offers only the prompted session. When prompting is disabled, the context menu can offer both Remote Session (Prompt User) and Remote Session (Don't Prompt User).

Use a Superprefs Fileset to configure these settings across managed computers.

Test the intended prompt behavior on a pilot device before allowing unattended sessions more broadly.

The screenshots above show the prompted and unprompted context-menu choices in FileWave Central and FileWave Anywhere.

Start the session from a macOS or Windows administrator workstation with TeamViewer installed. FileWave opens get.teamviewer.com in a browser, which then asks to launch the installed TeamViewer app. Allow the pop-up or external-application prompt if the browser blocks it.

You can remember the browser choice for later sessions. Choose the installed TeamViewer application to continue:

For a prompted session, TeamViewer waits for the remote user to accept. After acceptance, the technician is redirected into the session. The request times out if the user does not respond.

TeamViewer Android EMM Remote Session Behavior

What the Android user sees

This article shows the attended-session prompts that appear after a FileWave administrator requests TeamViewer remote control for an Android EMM device. Complete the TeamViewer and Android EMM prerequisites before testing this user flow.

Android EMM remote sessions require the current FileWave Companion app and TeamViewer QuickSupport. TeamViewer licensing is assigned to support technicians, not to each managed device or end user.

Why the prompt sequence matters

Use this sequence to prepare the device user for the notification, one-time QuickSupport agreement, and attended-access approval. A remote-support request does not silently grant control; the user must open the notification and approve the session shown below.

Session sequence

The FileWave Companion app receives the remote-session request and posts an Android notification. Depending on the device's notification settings, the request may be easy to miss: it can appear as a sound and a status-bar icon rather than a full-screen prompt. The user must open that notification to continue:

When that notification is acknowledged, the TeamViewer QuickSupport App will open to start a remote session.

On first launch, the QuickSupport app will prompt the user to accept the EULA as shown above

The FileWave Companion app must be running for the device to receive the initial session notification.

Once the EULA is agreed to (one time prompt), then the client-side session will begin:

When the administrator's TeamViewer is also running, then the user will be prompted to allow this specific session (for attended access):

Once each of the above are completed, the remote session will look like this from the admin's machine:

 

TeamViewer: Chrome OS Session Overview

What

This article picks up from the administrator requesting a remote control session through TeamViewer.  It presumes that all device pre-requisites are already met.

When/Why

We'll usually create a remote session to try to resolve some type of support issue on a remote device. When we begin the remote session with a Chrome OS device, it is important that we know how it behaves on the remote endpoint so that we can assist the end user if need be.

Behavior

Once the device receives the remote session notification (think of this as an alert to the device to begin a session), the FileWave Inventory extension will open a tab in the client's browser that will then force a prompt for a remote session (the browser MUST be active for this to work)

On first launch the QuickSupport app will prompt the user to accept the EULA, and will also prompt to allow the add-on to function

Once the EULA is agreed to and the add-on allowed (one time prompts for each), then the client-side session will begin:

When the administrator's TeamViewer is also running, then the user will be prompted to allow this specific session (for attended access):

Once the session begins, this is where the one-time prompt for the add-on will display (the user must enable for the admin to be able to click or type on the remote screen...currently not working in our testing)

And then, the user must allow the screen to be shared explicitly by clicking on the screen image, and then allowing:

Once each of the above is completed, the remote session will look like this from the admin's machine:

 

TeamViewer: iOS/iPadOS Session Overview

What

This article shows what an iPhone or iPad user sees after a FileWave administrator requests a TeamViewer remote support session. Complete the FileWave and TeamViewer prerequisites before starting.

When to use it

Use these steps to guide the user through accepting an attended support session and starting the screen broadcast that TeamViewer needs. The user must remain available because iOS and iPadOS require confirmation on the device; the administrator cannot accept these prompts remotely.

Join the session

After the device receives the session request, iOS or iPadOS plays a notification sound and displays a TeamViewer notification. The user must open that notification to view the session prompt:

Opening the notification launches the TeamViewer QuickSupport app.

QuickSupport displays the session code while it waits for the administrator to join.

When the administrator's TeamViewer session is ready, the user is prompted to allow the attended session:

After the user allows the attended session, QuickSupport displays Start Broadcast. Select it to continue:

iOS or iPadOS then opens the Screen Broadcast control. Select TeamViewer and choose Start Broadcast:

 

Once the user approves the session and starts the broadcast, the administrator can view the screen. iPhone and iPad sessions are screen-view only, so the administrator guides the user rather than controlling the device:

 

TeamViewer: macOS Session Overview

What

This article picks up from the administrator requesting a remote control session through TeamViewer.  It presumes that all device pre-requisites are already met.

When/Why

We'll usually create a remote session to try to resolve some type of support issue on a remote device. When we begin the remote session with a macOS device, it is important that we know how it behaves on the remote endpoint so that we can assist the end user if need be.

Behavior

For macOS and Windows devices it is possible to have both attended as well as unattended access to the device. From any macOS or Windows device in the admin console that meets pre-requisites (web and native shown below), you can choose to open a Remote Session from the context menu. Note that the admin user must have rights, and the client itself must have reported the right "state" to be controlled. macOS and Windows clients will be the only ones to show Don't Prompt User but that will only appear if the FileWave client has been set to allow remote control and to allow unattended remote control to see both options. The original Observe client permissions are how TeamViewer permissions are being controlled for macOS and Windows. If you would like to change a client's permissions then a Superpref can change these settings.

Computer Client Preferences

Computer clients also rely upon the client settings for these options to be available:

• FileWave Client Preferences > Privacy

There are two options available:

• Managed remote control
• Prompt client for remote control access

The first option will allow/deny any connection via TeamViewer.  The second option will be considered when the first option is enabled.

The second option, for prompting, will then either allow only one or both options to be available.  When prompt is disabled, both the options to either prompt or not prompt should be available.  If Prompt is enabled though, the option to action a 'Don't prompt user' will not be available and only prompted connections may be established.

These options may be configured with a Superpref Fileset.

If all of the prerequisites have been met then picking Remote Session (Don't Prompt User) will simply result in TeamViewer opening on both your admin workstation and the remote computer. If TeamViewer or TeamViewer Host are not installed then FileWave will return an error that TeamViewer was not found. Otherwise, for a prompted session the below workflow will get you connected.

Note that if you pick to start a session from your admin workstation and it appears as if nothing happens then please check if you have a pop-up blocker. We have found even in a default install of Safari that there will be a pop-up blocker icon shown in the URL bar. Once you allow the pop-up then everything should work. 

Remote Session (Prompt User) Workflow

Once the device receives the remote session notification (think of this as an alert to the device to begin a session), the FileWave client will open a new browser tab to prompt for the opening of TeamViewer.  

When that notification is acknowledged, the TeamViewer App will open to start a remote session.  Note that if the TeamViewer App is not pre-deployed, there is an option to launch a single use version of TeamViewer.  The single-use version does not require administrative credentials to run, but it does require the user to allow screen access, etc within System Preferences.

On first launch the TeamViewer app will prompt the user to accept the EULA.

Once the admin and client devices have both acknowledged the session, the remote device will be prompted to allow the session:

Once this prompt is acknowledged (and the admin session is also launched), then the  session will begin:

Start a TeamViewer Remote Session on Windows

What

This page shows what a Windows user sees during a prompted TeamViewer session and how FileWave Client preferences control prompted versus unattended access. Complete the TeamViewer prerequisites before starting.

When/Why

Use this workflow when a technician needs to view or control a Windows device while troubleshooting with the user.

Behavior

Windows supports prompted and unattended TeamViewer sessions. In FileWave Central or FileWave Anywhere, select Remote Session from the device context menu. The available choices depend on the administrator's permissions, the client state, and the FileWave Client remote-control preferences. Remote Session (Don't Prompt User) appears only when managed remote control is allowed and the client is not required to prompt the user. Use a Superprefs Fileset to manage these settings.

The screenshots show older FileWave and TeamViewer interfaces. Current wording may differ, but the prompted and unattended session choices follow the same permission logic described here.

FileWave Client preferences

Computer clients also rely upon the client settings for these options to be available:

• FileWave Client Preferences > Privacy

There are two options available:

• Managed remote control
• Prompt client for remote control access

Managed remote control allows or blocks TeamViewer connections. FileWave evaluates the prompt setting only when managed remote control is enabled.

Prompt client for remote control access controls whether the end user must approve the session. When it is enabled, technicians can start prompted sessions only. When it is disabled, both prompted and Don't Prompt User choices are available.

Configure these options with a Superprefs Fileset.

With the prerequisites in place, Remote Session (Don't Prompt User) opens TeamViewer on the technician workstation and remote computer without an approval prompt. If TeamViewer or TeamViewer Host is missing, FileWave reports that TeamViewer was not found. Prompted sessions follow the workflow below.

Remote Session (Prompt User) Workflow

After the device receives the remote-session request, the FileWave Client opens a browser tab that asks the user to open TeamViewer.

When that notification is acknowledged, the TeamViewer App will open to start a remote session.  Note that if the TeamViewer App is not pre-deployed, there is an option to launch a single use version of TeamViewer.  The single-use version does not require administrative credentials to run.

On first launch the TeamViewer app will prompt the user to accept the EULA.

Once the admin and client devices have both acknowledged the session, the remote device will be prompted to allow the session:

The session begins after the user approves the prompt and the technician launches the corresponding TeamViewer session.