Connection Problems

Remote Connection troubleshooting:   

MAKING A REMOTE PC CONNECTION WITH REMOTETOPC SOFTWARE:

RemoteToPC is remote desktop connection software for everyone!  First, you must be a customer or signed up for a free remote access trial to access your PC or Mac through RemoteToPC

1 FOLLOW THE GETTING STARTED INSTRUCTIONS

If you are having problems connecting to the RemoteToPC HOST from your JOIN client make sure you have first read and are following the installation instructions in the Getting Started section.

2 IS IT ONLINE?

Look in your RemoteToPC Command Cener and make sure the system is showing as online (has the green “online” indicator and not the gray indicator), and that both systems (your join and the remote host) are able to get to the internet. If you wish to stop the host computer going to sleep, you should modify the sleep settings on that computer to never go to sleep. If the green indicator in your Command Center for that remote host computer is on, try step 5 below to “Restart Remote Access”, and then attempt to reconnect again.

3 PASSWORD CORRECT?

The RemoteToPC HOST side software will not allow a computer to connect to it, unless it has a password setup. Make sure you have setup a password by right clicking on the RemoteToPC icon by the clock on the host computer, and check to be sure you typed it correctly. Do not put spaces in your password, and try removing special characters.

4 TRY TO CONNECT A SECOND TIME

The remote connection should not take more than 20 seconds to happen. If it takes longer than 20 seconds to login to the remote PC, cancel that connection attempt, and immediately try a second attempt. 

5 RESTART REMOTE ACCESS

In the Command Center there is an option that will remotely restart the RemoteToPC service on the host computer you are having trouble connecting to. To do so, click on the arrow on the far right of the computers row and select the “Restart Remote Access” button in the expanded tool menu. Then, try to connect again.

6 CONNECT USING BROWSER / TRY A DIFFERENT BROWSER

If the remote computer is online and availble and you are sure it should be connecting, click the arrow on the far right of the computers row and select “Connect Using Browser”. If that doesn’t work, you may try a different modern internet browser. 

7 ANTIVRUS/ANTIMALWARE BLOCKING?

If you are having problems connecting, we have found for example that Malwarebytes Anti-exploit causes the join client not to work in some cases. Make sure to disable or safelist antiviruses, or anti-malware applications. 

8 FIREWALL BLOCKING?

If you are having problems connecting, you may need to add an exception in your local computers firewall application. RemoteToPC traverses most firewalls, but some firewall software actively stops activity for applications automatically because it has been configured to. Also, for network administrators that block all outbound firewall traffic, you’ll need to open outbound TCP ports for the host and join side computers: 5222, and 3478, as well as outbound UDP ports 3478.  Monitoring (including remote commands such as restart remote access) uses outbound TCP port 5672 and 5671. 

Try our connection test tool to see if anything on the system or network is blocking RemoteToPC: Connection Test

9 REBOOTING, or REINSTALLING

If all else fails, try restarting your host, and join computers. If they still will not connect, try uninstalling, and reinstalling the host and join software on them. Make sure you follow the procedures to uninstall the host software on your computer before reinstalling.

10 CONTACT US

If you are still having problems, contact us either online, by phone or through email.