Support

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

FAQ

Reboot all the things!

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.

Connectivity issues after upgrading to OS X 10.10.x Yosemite

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/.

What does this error mean?

We maintain a list of some of the more common, and some of the less common, VNC errors you might experience while using Screens.

Can Screens use a secure/encrypted connection to a remote computer?

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.

Can Screens receive sound from my computer?

The VNC protocol doesn't support audio, so Screens cannot receive sound from remote computers at this time.

Can Screens connect to a remote computer via 3G or LTE wireless networks?

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.

Can Screens wake a sleeping Mac?

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.

Blank screen when connecting to OS X 10.4 Tiger

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.

Screens disconnects from RealVNC server upon login or upon entering keyboard input

To avoid being disconnected, open the saved screen settings, click the More Settings tab, and disable Show Local Cursor.

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