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Tia troubleshooting Capabilities

Last Modified: Aug 24, 2026

The Tia troubleshooting capabilities include all tools and capabilities Tia can use to investigate, diagnose, and resolve issues on a remote device. Depending on the session mode enabled, Tia can access contextual information, collect live diagnostic data, or apply approved fixes directly on the device. Understanding which tools are available in each mode helps supporters choose the right level of assistance for their troubleshooting scenario.

This article applies to IT support experts using Tia troubleshooting tools on managed devices with TeamViewer Premium, Corporate, Tensor, TeamViewer ONE Standard, TeamViewer ONE Advanced, or TeamViewer ONE Enterprise licenses.

Overview of Tia tools

Tia's troubleshooting capabilities fall into three categories:

  • Context and knowledge tools that help Tia understand the device and the issue

  • Read-only diagnostic tools that gather live information without making changes

  • Resolution tools that can apply approved fixes to the device after user approval

The tools available to Tia depend on the session mode: Advise, Diagnose, or Resolve.

 

Tool availability by mode
Tia toolAdviseDiagnoseResolve

Past Session Insights

✅

✅

✅

Static device data snapshot

✅

✅

✅

Analyze Screen (screenshots)

✅

✅

✅

Read-only whitelisted scripts (TeamViewer Tool Library) — no approval needed

—

✅

✅

Read-only ad-hoc code generation — always HITL

—

✅

✅

System-changing whitelisted scripts — always HITL

—

—

✅

System-changing ad-hoc code generation — always HITL

—

—

✅(require explicit admin activation)

Human-in-the-loop (HITL) means Tia requests your approval before executing a script.

Advise is the default Tia mode. In this mode, Tia works only with information already available in the session. It can analyze context, provide recommendations, and answer troubleshooting questions, but it cannot run tools on the device or make any changes.

 

Available tools in Advise mode

 

Past Session Insights

Tia can reference validated problem-and-solution records from previous support sessions to suggest relevant fixes.

Tia only accesses Session Insights that the authenticated user is permitted to view according to existing permissions. 

Static device data snapshot

Tia can review available device and system information to provide recommendations based on the device's current state.

Examples include:

  • Operating system details

  • Hardware information

  • Device configuration data

  • System status information

Analyze Screen (screenshots)

Tia can analyze the currently visible screen to better understand what the supporter is seeing and provide more accurate guidance.

Diagnose mode includes all capabilities available in Advise mode and adds live diagnostic tools. These tools collect information directly from the remote device without modifying it.

This gives Tia real-time visibility into the device and helps validate potential root causes using current system data.

 

Available tools in Diagnose mode

Diagnose mode includes:

  • Past Session Insights

  • Static device data snapshot

  • Analyze Screen

  • Read-only TeamViewer-approved scripts

  • Read-only ad hoc code generation

 

Read-only TeamViewer-approved scripts

Tia can run approved diagnostic scripts from the TeamViewer Tool Catalog to collect live troubleshooting data.

These scripts are designed exclusively for information gathering and do not modify:

  • Device settings

  • System configurations

  • User data

Because these scripts are approved and validated by TeamViewer, no approval is required before execution.

 

Read-only ad hoc code generation

If an appropriate diagnostic script is not available in the Tool Catalog, Tia can generate a custom read-only script tailored to the troubleshooting scenario.

Generated scripts are displayed to the supporter for review before execution.

The generated code is intended only to gather diagnostic information and must not make changes to the remote device.

Resolve mode provides Tia's most comprehensive troubleshooting capabilities. It includes everything available in Advise and Diagnose modes and adds tools that can perform corrective actions on the remote device.

This is where Tia moves beyond investigation and diagnosis to directly help resolve issues.

 

Available tools in Resolve mode

Resolve mode includes:

  • Past Session Insights

  • Static device data snapshot

  • Analyze Screen

  • Read-only TeamViewer-approved scripts

  • Read-only ad hoc code generation

  • System-changing TeamViewer-approved scripts

 

System-changing TeamViewer-approved scripts

Tia can execute approved remediation scripts from the TeamViewer Tool Catalog to apply fixes on the remote device after approval from the supporter.

Unlike ad hoc generated scripts, these scripts are:

  • Created by TeamViewer

  • Maintained by TeamViewer

  • Tested internally

  • Reviewed through quality assurance processes

Because these scripts can modify the device, Tia always presents the script details before execution and requires explicit user approval.

Run ad hoc, system-changing code

Use this option to run ad hoc code that changes system behavior. Because the code is generated dynamically, it always requires explicit human approval and careful review before execution. Due to its sensitivity, administrators must explicitly enable this tool in the End-to-end Resolution package. It is not enabled by default. For more information, see here.

Tool categories

Every tool in the TeamViewer Tool Catalog belongs to one troubleshooting domain. Domains help Tia identify the most relevant tools for a given issue and provide visibility into the areas where Tia can assist.

 

Networking

Tools that manage or diagnose network communication between the device and other systems.

 

Security

Tools that manage system access and protection settings.

 

Software

Tools that manage installed applications and updates.

 

Storage

Tools that manage files, folders, and storage devices.

 

System

Tools that provide information about the overall device state and hardware.

 

Processes

Tools that manage running applications, services, and scheduled tasks.

 

Configuration

Tools that manage system configuration and environment settings.