Troubleshooting settings
Choose which network connection to use, check that ScreenSharePRO's components are running, and export your logs for our support team.
Network choice, component check and support logs.
Open this page
- In the main window, click Settings in the sidebar on the left.
- Click Troubleshooting in the list on the left of the Settings window - or type a word into Search settings at the top right to find a setting on any page.
- Change what you need, then click Save Settings. Nothing changes until you save; Cancel throws your changes away.
Every setting on this page
Settings — ScreenSharePro| # | Setting | Default | What it does |
|---|---|---|---|
| 1 | Network connection to use | Automatic | Which of this computer's network connections ScreenSharePRO prefers. Automatic uses Ethernet when it is plugged in, otherwise Wi-Fi. Pick a specific adapter only if a support person asks you to. Options: Automatic — Ethernet if available, else Wi-Fi (recommended) · Ethernet only (wired) · Wi-Fi only (wireless) · One entry per connected adapter, e.g. "Ethernet — 192.168.1.20" Applies to connections started after saving. Internet routes are always used. |
| 2 | Check components | - | Checks that the background service and the session agent are running and starts them if not. Viewers need them to see Windows security (UAC) prompts and to control windows that run as administrator. May show a Windows administrator prompt. |
| 3 | Export logs for support | - | Saves one .zip file with all of ScreenSharePRO's logs and your settings - passwords removed - to send to our support team. You choose where to save it (the Desktop by default), and File Explorer then shows the file. |
Good to know
Tip: When you contact support, click Export logs for support first and attach the .zip file. Passwords are removed from it, and it lets us see what happened without asking you to repeat it.
Note: Check components matters when viewers cannot see Windows security prompts or control windows that run as administrator. It may ask for administrator approval to start the background service.
Still stuck? Contact our support team — and if you can, attach the file from Export logs for support.