Can't connect to a PC

Every PC on your Devices page has a status under its name. Click Why can't I connect? on a PC's tile to see what's going on with that one. Away from the app, /pc status in Discord and Slack commands (Pro) shows whether a PC is online and when it was last seen.

Offline

Offline (or Offline · last seen and a time) means the PC isn't connected to RemoteAccessApp right now. It comes back by itself when all three of these are true:

1. The PC is switched on and not asleep.
2. It's connected to the internet.
3. The RemoteAccessApp Agent is running. It starts with Windows when Start RemoteAccessApp with Windows is on.

If it stays offline, check that the RemoteAccessApp icon is next to the clock on that PC, or open Start, then RemoteAccessApp Agent there. A PC that was just restarted can take a minute to come back. If a PC keeps going offline, the fixes for a remote desktop that keeps disconnecting cover sleep, power saving on the network card, Wi-Fi and Windows Update restarts.

Wake it up

If the PC is asleep or switched off but still plugged in, you may be able to wake it from here. Press Wake up on its tile (in the Console or on the website): another of your PCs that is online on the same network sends it the wake-up signal (Wake-on-LAN), and RemoteAccessApp tells you which one. It can take a minute.

This works only if:

• Wake-on-LAN is turned on in the PC's BIOS/UEFI settings and for its network card in Windows (Device Manager, the network card's Power Management and Advanced tabs). On an MSI PC, for example, ErP Ready also has to be off in the BIOS, as the guide to set up remote access on an MSI PC shows.
• The PC is connected to the network, best with a cable. Most PCs can't be woken over Wi-Fi.
• Another of your PCs is online on the same network, with an up-to-date RemoteAccessApp.
• RemoteAccessApp on the sleeping PC was up to date the last time it was online (that's when it noted its network card).

In use, or connecting

• Too many apps connected: every app showing a PC holds a connection to it (each RemoteAccessApp window, each browser tab with a session, each AI assistant session), and the PC already serves as many as it can. Opening it still works when another window only lists it: RemoteAccessApp makes room for your session. Otherwise close a window or tab you aren't using, or try again in a moment. Older PCs serve fewer apps at once; update them from their right-click menu. A PC that's always in use can fall behind, because its automatic updates wait until nobody is connected to it.
• Connecting…: the connection is being set up. Try again in a few seconds.

Couldn't connect, retrying

The PC is known, but the connection didn't work and RemoteAccessApp keeps trying by itself. This is usually the network at either end. See relay or direct connections and firewalls, and check the Server status page from both PCs if you can. If it still won't connect and you contact support, find troubleshooting logs shows where the Console's error log is.

The PC didn't answer, or the session dropped

If a PC doesn't answer, try again in a moment. When an open session drops, the Console shows Reconnecting and tries again by itself for about a minute. If the PC doesn't come back, you'll see that it disconnected, with a Reconnect button for when it's back online.

Frequent drops usually mean a weak or busy connection. See slow or choppy sessions. If you picked a fixed relay location far from you and the PC, set it back to Automatic so sessions use the fastest relay.

Other things that stop a connection

• Not allowed from this network: the account or the PC only accepts connections from its trusted networks. See trusted browsers, consoles and networks.
• Needs Pro: free accounts use up to 5 PCs. See Free, Pro and billing.
• Can't reach the RemoteAccessApp server: this PC can't reach RemoteAccessApp at all. Your PCs reappear as soon as it answers. See relay or direct connections and firewalls.
• The person at the PC said no, or the PC is view only: see the Allow prompt.
• You can connect, but clicks don't work: see an admin window is blocking my clicks.