If you have a question we neglected to address in this user guide, in the FAQ below, or at our Help Center, please don't hesitate to contact us. We're here to help!
If you have experienced a potential technical issue with Screens, it's easy to contact us for help. In Screens, navigate the application menu to send us an e-mail with an automatically attached diagnostics report: Help > Support Request. In your e-mail message, please be sure to include critical information such as:
A detailed description of the problem
Step-by-step instructions to reproduce the issue
Operating system and application version numbers
Router/modem make and model
Many issues are easily resolved by simply restarting your Screens device and the hardware involved (destination computer, router). If Screens suddenly begins to experience connection issues for no apparent reason, and no configuration changes have been made anywhere, try this first.
Apple tries very hard to properly migrate your settings during OS X/macOS upgrades, but sometimes things can -- and do -- go wrong. Please refer to this blog post to learn how to address issues you may experience after upgrading to Yosemite: http://blog.edovia.com/2014/10/26/mavericks-yosemite-connection-issues/.
We maintain a list of some of the more common, and some of the less common, VNC errors you might experience while using Screens.
Of course! Screens uses SSH tunnels as "encrypted wrappers" for VNC traffic, so a secure shell (SSH) server must be running on the remote machine. Refer to Configuring a Computer for Remote Access for relevant information.
The VNC protocol doesn't support audio, so Screens cannot receive sound from remote computers at this time.
Absolutely! If you have a Mac running OS X 10.6.8 Snow Leopard or later, you can install our free (and optional) Screens Connect helper app, which allows your computer to be reachable from virtually anywhere in the world.
Yes, indeed. Screens supports the Wake On Demand feature included with OS X 10.6 Snow Leopard and later. For more information about this feature, please refer to Apple support article About Wake on Demand and Bonjour Sleep Proxy.
macOS' Screen Sharing feature doesn't support lower color-depths on OS X 10.4 Tiger, so in the saved screen settings, under the More Settings tab, set Color Depth to Millions.
To avoid being disconnected, open the saved screen settings, click the More Settings tab, and disable Show Local Cursor.