Troubleshooting

Error: The Remote Computer is Unavailable

The computer you’re trying to connect to may not be available because:

  • The computer is in sleep mode or is turned off.
  • The network or Internet connection is not available.

  • The computer is not on the same network.

If you are connecting remotely to a Mac or Windows PC, make sure that Screens Connect is installed on the remote computer and that you are signed in with your Screens ID in the Screens app.

Error: Secure Connection Refused/Unsupported

If you are trying to connect to a Mac, confirm that Remote Login is enabled and properly configured. If you are trying to connect to a Windows PC, install and configure a SSH server, such as freeSSHd, to provide the required secure shell (SSH) service. For Linux PCs, make sure OpenSSH is installed and configured properly.

Try signing in with Screens Connect. If you are connecting remotely to a Mac or Windows PC, make sure that Screens Connect is installed on the remote computer and that you are signed in with your Screens ID in the Screens app.

Keep in mind that it’s also possible that the remote computer might actually be unavailable due to any number of reasons, including a power outage or excessive network activity; try connecting again later.

Error: Secure Connection Authentication

This error means one of two things:

  • The username/password used to establish the secure connection are incorrect.
  • The remote user account is not allowed to connect via SSH.

Refer to Using a Secure Connection for more information on how to allow a user to connect via a secure network connection.

Error: Unsupported VNC Authentication

The remote computer does not support the selected authentication method. Try selecting another authentication method in the “screen” settings or verify the remote computer's VNC server configuration.

Error: Screen Sharing or VNC Authentication

If this error occurs when connecting to a remote Mac:

Make sure that you use your Mac username and password, not your Screens ID in the Authentication section. You can refer to this article in order to find out what your Mac user is.

Also, ensure that your Mac user is allowed to connect via the Screen Sharing (and Remote Login, if applies) services. Look for "Allow access for:" in the article for more details.

If this error occurs when connecting to a Linux or Windows PC, the VNC password is incorrect.

Refer to Initial Computer Configuration for more information on how to allow a user to connect via a secure network connection.

Error: Screen Sharing or VNC Connection Refused.

This error means that the username and\/or password you used to establish the Screen Sharing connection to a Mac are incorrect.

On a Linux or Windows PC, this means that the VNC password is incorrect.

Refer to Initial Computer Configuration for more information on how to allow a user to connect through a secure connection.

Port Mapping is Set to Zero (0)

This usually means that the router managing the computer you wish to connect to either doesn't support port mapping via UPnP or the feature is disabled. If this error suddenly occurs after a history of successful connections, try restarting the router and remote computer.

results matching ""

    No results matching ""