> For the complete documentation index, see [llms.txt](https://edovia-1.gitbook.io/screens-connect-for-macos/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://edovia-1.gitbook.io/screens-connect-for-macos/troubleshooting/other-issues.md).

# 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 <screensconnect@edovia.com>. 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*****&#x20;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*.