Troubleshooting

Connection messages and what to do

What each message in the viewer window means - waiting, reconnecting, the remote computer restarting or updating - and what, if anything, to do.

ScreenSharePRO recovers from most interruptions by itself: the window stays open and the picture comes back. These are the messages you may see over the remote screen:

Message What it means What to do
Waiting for video stream... Connected, the first picture is on its way. Wait a few seconds.
The remote computer isn't responding — it may be turned off, asleep, or not sharing. No picture arrived within 75 seconds. The window closes. Check the other computer is on and sharing, then connect again.
Connection interrupted — reconnecting automatically… The network dropped (Wi-Fi, VPN, the other computer changed networks). The dimmed picture is the last one received. Nothing: the picture resumes by itself. It gives up after 2 minutes without progress.
The remote computer is shutting down or restarting. Someone restarted or shut it down. Wait: the window stays open up to 7 minutes and the picture returns after a restart.
The remote computer is installing a ScreenSharePro update. It restarts as part of the update. Nothing - it is usually back within half a minute.
Another Windows user is signing in on the remote computer ScreenSharePRO follows to the new user's desktop. Wait a few seconds.
Disconnected — the host has ended this session. The other person disconnected you or stopped sharing. Connect again if you need to.
The host machine has been turned off. It shut down and did not come back within 7 minutes. Reconnect once it is switched on (or wake it).
Poor connection — waiting for a clear picture… Damaged frames are held back; the last clean picture stays. Usually clears by itself. Try a lower Quality.
Remote control unavailable (red badge) The picture works but the control connection never opened - no mouse, keyboard, clipboard or files. Close the window and connect again. A firewall or restrictive network is the usual cause.

A computer with limited control

If the computer you are viewing has the per-user install (no background service), it cannot show you Windows security prompts or the lock screen, and you cannot control windows that run as administrator. You see a message saying so; the person there can answer the prompt themselves or enable full control.

See Limited control and full control.

Still not working?

  1. On both computers, check you have the latest version: the sidebar shows Up to date under the version number, or click the arrows next to it to check.
  2. On the computer being viewed, open Settings → Troubleshooting and click Check components.
  3. Export your logs (Settings → Troubleshooting → Export logs for support) and send them to us - see Send logs to support.
  • Connect to a computer — See and control another computer: enter its ID and password, follow the connection steps, and fix the common errors.
  • Picture quality — Choose how much bandwidth the remote picture may use for one session, and understand the messages when the connection cannot carry it.
  • Send logs to support — Create one .zip file with ScreenSharePRO's logs - passwords removed - so our support team can see what happened.

Still stuck? Contact our support team — and if you can, attach the file from Export logs for support.