Troubleshoot Connection Problems

The most common issue is that your app is unable to connect to your computer. There are many different things that can cause this problem, which is out of our control. Please try these suggestions before contacting us.

Re-add saved servers

In the app, remove all saved servers and re-add them. This should solve any issues where your computer's network address has changed.

Check your Wi-Fi network

Make sure your computer and smartphone/device are connected to the same network. It doesn't matter if your computer has wired internet as long as they are connected to the same box!

Make sure your PC is discoverable

This might catch you out, especially if you've recently made any network changes or updated to Windows 10. Refer to this tutorial.

Update to the latest version

Make sure both your app and server are updated to the latest versions.

Check your firewall

Check your firewall. If you are using Windows try our  Windows Firewall tutorial to make sure your firewall is configured correctly. If you are using other security solutions, make sure ports 9512 TCP and UDP are allowed, and port 9511 UDP (for automatic server discovery).
If you are using Mac try our  Security & Privacy tutorial to setup the firewall.

Disconnect your VPN

If you're currently using a VPN then try disconnecting it to see if that helps. Some VPNs may prevent your Unified Remote Server from being reachable from the app on your local network.

Perform a ping test

Perform a ping test. There might be something else blocking the communication between your device and computer. Follow our  Ping Test tutorial to check the connection.

If your mouse isn't working

If your mouse isn't working (or if it's sluggish/jittery), you can try reinstalling the server without the driver. Have a look at  this tutorial.

If all fails

If all fails. Restart your computer. Also try reinstalling Unified Remote (app and server).

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