Other Issues

If you are still experiencing connectivity issues with Screens, there are a few other possible factors you can investigate.

• A router or modem may be misconfigured.

• A hardware or software firewall may be blocking Screens (VNC or SSH) traffic.

• Is there a VoIP device between two other network devices? Try moving the VoIP device "down the line."

• Are there two routers on the same network? Are both of them providing NAT/DHCP services? Try configuring one of them to operate in Bridge Mode.

Should you still have problems getting remote access to work, please contact us via email at [e-mail]. So that we can help you solve your problem as quickly as possible, please include as much information about your network as possible. This includes the following:

1. Details about your network configuration, including brand and model for all connected network hardware, including modem, routers, VoIP devices, etc.

2. Screenshots of relevant router configuration information, including the router's Status page and port forwarding configuration. The more screenshots, the better. Attach screenshots directly to your message or compress them all into a .zip archive; there's no need to embed them into a PDF or Microsoft Word document.

Sleeping Computers and Laptops in "Clamshell" Mode

If in sleep mode, your computer may not wake when you try to connect to it remotely. On a Mac, enable System Preferences → Energy Saver → Wake for network access. You may also wish to visit Screens Connect's preferences to enable the Prevent computer from sleeping setting.

Laptops in clamshell mode (that is, with the lid closed) may not wake when trying to connect to them, particularly when the computer isn't connected to a continous power source. Try plugging your laptop into a power outlet and/or opening the lid before attempting to connect with Screens.