TeamViewer

TeamViewer is a widely used remote access and control software that seamlessly integrates with FileWave, a comprehensive device management solution. By integrating directly with FileWave, users can leverage the power of TeamViewer's remote capabilities within the context of device management. This integration allows administrators to remotely access and control devices managed by FileWave, enabling efficient troubleshooting, software updates, and configuration changes. The combination of TeamViewer and FileWave provides a powerful solution for managing and supporting devices across multiple platforms, ensuring smooth operations and enhanced productivity in IT environments.

TeamViewer: Overview

What

TeamViewer was included in version 14.6 as a technical preview and in 14.7 is now a completed implementation, including unattended access.  TeamViewer is a permanent replacement for our Observe Client functionality, which will be removed in version 14.8.  TeamViewer gives us a much greater feature set across more operating systems, so we are thrilled to add it to the repertoire! 

When/Why

We'll use TeamViewer primarily whenever we need to gain remote access to a device in the field so that we can see it "hands-on", while we are actually "hands very far away".

How

There are several setup-related items we'll need to take care of before we can use TeamViewer, and we'll go through them in order in the related articles found below. There are also videos located in the Foundry here: https://foundry.filewave.com/course/view.php?id=19 (NOTE: When logging in to the Foundry make sure to "Login via SSO")

TeamViewer: Features Overview by Platform

What

TeamViewer includes many different functions that make it superior to our earlier toolset (Observe Client) which was limited to Mac and Windows and was screen control only.  The functions in TeamViewer vary by operating system and are quite extensive.  The following is a high-level overview of functionality per platform:

Functional Overview

Feature Windows macOS Android iOS/iPadOS Chrome OS
Screen View Yes Yes Yes Yes Yes
Screen Control Yes Yes Yes No No*
Unattended Access Yes** Yes** No No No
Video Yes Yes No No No
Audio Yes Yes No Yes No
Text Chat Yes Yes Yes Yes Yes
Whiteboard Yes Yes No No No
File Transfer Yes Yes Yes Yes No

*TeamViewer QS Add-On supports Screen Control, but TeamViewer does not officially support Remote Control of Chrome OS devices.  We have seen the use of the add-on work in some instances, but has not been reliable.

**Unattended Access requires FileWave 14.7+

TeamViewer: Licensing Overview

What

The use of TeamViewer within FileWave is limited by the permissions of the particular administrator, and by the number of available TeamViewer licences within the account.

When/Why

A FileWave Administrator must have an assigned TV liclicense action Remote Client sessions.  Each liclicense assigned 6 months at a time.

Licenses must be associated to single Administrators and not groups.  Name of Administrator must match exactly.  Details may be found in our assignment page on this topic: TeamViewer: Assigning Licenses

Example

Consider a setup with 2 licenses.

Assign a license to bsmith.  One month later another assign the other license to pparker.

At this point in time, in another 5 months the license granted to bsmith may be assigned to a different FileWave Administrator, but 6 months must pass before the license granted to pparker may be re-assigned

Given this, be very careful with license assignments.  Each customer will have at least 1 TeamViewer license to work with.  Additional licenses are available for purchase for additional admins.

How

To actually assign a TeamViewer license to an admin, you'll use the Native Administrator → Assistants → Manage Administrators menu.  You can also see how many licenses you have in that same settings area. Specific instructions for license assignment can be found here.

TeamViewer: Assigning Licenses

What

The use of TeamViewer within FileWave is limited by the permissions of the particular administrator, and by the number of available TeamViewer licenses within the account.  We'll show you in this article how you can assign these licenses.

When/Why

Whenever we want to use TeamViewer, we'll need to have a license available for the FileWave administrator.  Each TeamViewer license is assigned to one and only one FileWave admin, and can only be changed once per every 6 months.  Given this, you'll want to be very careful with license assignments.

How

To actually assign a TeamViewer license to an admin, you'll go into the Native Administrator → Assistants → Manage Administrators assistant, and click on the TeamViewer tab:

image2021-9-21_6-27-48.png

If you have available licenses, you'll be able to add administrators by entering in their login name or SMTP address after clicking the plus sign.  The user names will need to match specifically, including by case if a login name is specified (in the above, TonyK is correct, but tonyk would not be).  Note that generic accounts will be limited to using TeamViewer in only one FileWave session.

Confirmation of the username may be observed from the Assistant > Administrators Online window.  Usernames is one of the columns displayed for each user logged in.

In a later release of FileWave, several enhancements will be made to this interface to make it more elegant and easier to use, with proper validation.

TeamViewer Pre-Requisites

TeamViewer Pre-Requisites

TeamViewer General Pre-Requisites

What

Each operating system platform will have its own set of pre-requisites that need to be satisfied before you can use the TeamViewer solution through FileWave.

When/Why

To control devices, will require a macOS or Windows device running the full version of TeamViewer:

We'll see conditional options in the FileWave Native and Web Administrator consoles (shown below) for a TeamViewer session whenever pre-requisites are met:

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