Remote Desktop Control - Frequently Asked Question

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Why can't I connect with the remote computer?

Possible reasons of the problem independently of software edition:

  1. Host Module is not started on the remote computer.
  2. Remote PC is turned off or has no Internet/LAN connection.
  3. Firewall or Antivirus protection on the Host/Admin computer is used and is not configured well.

Online Gateway edition aka Internet Account mode reasons:

  1. "Use Account Connection service" option is disabled in the Host Module settings.
  2. You are accessing Internet via Proxy server without HTTP tunel

Direct Connection edition possible reasons:

  1. IP-address/name of the remote Host computer was changed (it is dynamical for example) or you try to connect via incorrect IP address.
  2. Host computer is located in the network behind the router and you want to access it via Internet.

You can verify do you have direct connection with the remote PC using a Ping command in system console, example:

ping 192.168.0.5
ping myserver.mycompany.com

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