Troubleshooting

The device with that ID is not online.

• Check the nine digits of the ID.
• Make sure RFDesk is running on the other device.
• Make sure that device has an internet connection.
• If it is one of your own computers and it is asleep, see waking a sleeping computer.

• Connection refused: either the password was wrong or the person at the other device declined. Ask them for the password shown now; a one-time password can change after a session.
• No answer: nobody at the other device accepted in time. Ask them to watch their screen and try again.
• After an invite link: the invitation may have expired or already been used. Ask for a new link.
• After an authenticator code: the code may have been wrong or out of date. Connect again with the current code.

The request was accepted, but a connection between the two devices could not be established. A firewall or a restrictive network on either side is the usual cause.

"Server not reachable" means your own device could not reach the RFDesk server: check your internet connection.

• Device is busy: as many people as that device allows are already connected. Try again when one has finished.
• Sign-in required: sign in, then connect.
• Daily limit reached: you have used the sessions your plan allows in 24 hours.
• Too many attempts: wait a minute and try again.
• Time limit reached: the session reached your plan's time limit. See the plans.
• Ended after no activity: the other device ends a session when nothing is done in it for a while. Connect again to carry on.

The owner of a device can limit who may connect. You are then told which rule applied:

• The device only accepts accounts or devices its owner has listed, and yours is not on the list.
• The device does not take connections at this time of day.
• The device does not accept connections from the network you are on.

Only the owner can change this. See access rules.

• The device could not be verified: the device could not prove it knows the password. Do not continue.
• The connection was stopped: the security check failed, and nothing was shared. Something between the two devices may be interfering. If it keeps happening, do not use that network for remote access.
• The other device needs an update: update RFDesk on that device and try again.
• This page is out of date: reload the page and try again.
• A warning that the device's identity has changed: see Staying safe.
• The connect page has to be opened over HTTPS before it can connect.

Open Display options in the toolbar.

• Set Quality to Speed.
• Switch Show remote wallpaper off.
• Lower Pictures per second.
• Set a Bandwidth limit on a slow or metered connection.

Connection statistics shows the round-trip time, the packet loss and whether the route is Direct or Relayed. A still screen sends few frames, so a low frame rate alone is not a problem.

What a session offers is decided on the other device, and for a team's computers by the team's policy. If files, the clipboard, sound, the whiteboard, recording or the support tools are missing or shown as off, the person at the other device, or their organisation, has not allowed them. The support tools also need control to be allowed.

The troubleshooting page and the status page of this site are the next places to look.