TeamViewer: Frequently Asked Questions

What

This FAQ covers common questions about using TeamViewer through FileWave. If the remote-session action is missing, first check the TeamViewer prerequisites, including the technician’s license, installed applications, and client remote-control settings.

FAQ

Q: Can you open multiple TeamViewer sessions at the same time?
A: Yes.

Q: What happens if you try to open a session to a device that is offline?
A: The admin computer tries to start the session, but the remote device cannot answer. The request eventually times out.

Q: Can the end-user approval steps be skipped?
A: Not for attended access. The remote user must accept and allow the session. On macOS and Windows, unattended access requires the FileWave Client to allow managed remote control without a user prompt. See Start a TeamViewer Remote Session for the client settings and available session choices. This does not bypass operating-system privacy permissions: on a Mac, the local user must still grant Screen Recording access. Complete the macOS client setup before relying on unattended support.

Q: I already own TeamViewer licenses. Can I use those with FileWave?
A: No. TeamViewer use through FileWave is coordinated through FileWave licensing. FileWave does not use a separate license key or a special TeamViewer client, so FileWave can connect to TeamViewer installs whether those installs are licensed separately or not.

Q: Is TeamViewer through FileWave licensed per device or per technician?
A: TeamViewer through FileWave is licensed per technician. The license controls which technicians can start TeamViewer sessions from FileWave; it is not based on the number of managed devices.

Q: Do end users need their own TeamViewer license?
A: No. The licensing applies to the technician starting the session from FileWave, not the end user receiving support.

Q: Can I add more TeamViewer technician licenses to FileWave?
A: Yes. TeamViewer access through FileWave is licensed per technician, not per managed device. If you need additional technician licenses, contact the FileWave Customer Success team at customer.success@filewave.com.