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Question

Error message Secure Connection Failed

May 5, 2020 7:29AM PDT

Hi,

I am trying to help out an elderly friend with his laptop.
I tried to talk him through installing TeamViewer so I could assist remotely.
He got an error an error saying secure connection failed, and he was unable to download the software.
I collected his laptop, brought it home, and installed TeamViewer with no problems.
It also loaded and ran correctly, displaying the ID and password needed for me to remotely access it.
When he had the laptop back, he loaded TeamViewer, but the ID and password wasn't connected, and he got an error message saying may be using a proxy server.
I have just tried to get him to access AnyDesk.com, and once again, he gets the secure connection failed message.
His internet is working, he can access his emails on the gmail web portal, so I am at a loss to understand what is going on.
Can anyone shed any light?
Robert.

Discussion is locked

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Answer
This is my guess.
May 5, 2020 8:08AM PDT

This sounds like the ISP's DNS may be flaky or out of date.

Next time you have the PC change the DNS to a public DNS like 8.8.8.8

I don't write at length about public DNS options or how to change as there are many fine articles on the web along with why we do this.

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Don't think that's the answer
May 7, 2020 12:15PM PDT

I did that, and while all the usual web pages seem to load twice as fast, teamviewer and anydesk still have the same error as before.

What would be the next step ?

Robert

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Next?
May 7, 2020 12:57PM PDT

Since it's just team and any you find support forums for that.

Remember that some countries and ISPs block/throttle some traffic so I can't tell you about that as it varies with country and ISP.

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Re: Next
May 7, 2020 1:30PM PDT

My ISP in the UK is Vodafone, his is Talktalk. His laptop works at mine, but not at his.

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Welp!
May 7, 2020 2:19PM PDT

That points to ISP issues. Try this: VPN.

Use a VPN to get around ISP limitations like this.

Sorry but no, I do not have a VPN preference or review such.

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Solved.....
May 11, 2020 2:13AM PDT

Seems TalkTalk have something called scam protection enabled by default, designed to prevent your computer being taken over remotely.
You need to log into your account, and turn this off.