Troubleshooting

This chapter lists the messages you may see on screen, with their causes and what to do. If this does not solve it, contact your server administrator or let us know at Product support.

When connecting by ID

Message	What to do
This host must be updated	The host’s version differs from the server’s, so it cannot be connected to. Ask the other person to install the new version on that computer.
A host ID is 9 digits	Check My ID in the host window again.
The password is not in the right format (8 characters)	The one-time password is 8 characters (`XXXX-XXXX`).
Host not found	Check that the host program on the other computer is running and connected to the server.
Wrong password	Get the password again. After 5 wrong attempts, the other computer makes a new password.
The host refused the connection	The other person rejected it or did not answer within 30 seconds. Ask again.
Another viewer is connecting	Try again in a moment. The host checks one viewer at a time.
The host has reached its viewer limit	Connect after another viewer leaves.
Someone else is in control	Connect view only, or request control after the controller releases it.
Too many requests	Try again in a moment.
The connection timed out	Check the network and try again.

When connecting to my devices

Message	What to do
This device’s version differs from the server’s: update it to connect	The host’s version differs from the server’s, so it cannot be connected to. Ask the other person to install the new version on that computer.
The device is offline	Check that the computer is on and the host program is running.
Wrong device password	Check the device password. A saved password that is wrong is removed by itself.
Too many wrong attempts. Locked for a while	Wait until the lock ends (from 5 minutes up to 1 hour).
The connection approval has expired	Connect again.

Account

Message	What to do
Wrong email or password	Check again, or use Forgot your password?.
Your email is not verified yet	Look for the verification mail in your inbox.
New accounts cannot be created	The server blocks sign-up. Ask your server administrator for an account.
This account was suspended by the administrator	Contact your server administrator.
The request was refused	Check that the address you opened is the same as the server's address. You must use the address the server administrator set.

Clipboard and files

Clipboard read blocked / Clipboard write blocked: The browser blocked clipboard permission. Allow the clipboard in the site settings from the address bar.
The clipboard was not sent: it is too large: Only up to 255 KB is sent.
Receiving files is turned off on the host: The other person turned off files for this session.
The file was not received: it is too large: Each file can be up to 512 MB.

What the host window shows

If Connecting to the server… keeps showing, check the internet connection and the server address.
The server's version differs: Update the host program to the same release as the server. Using Download the installer in Install the host app gets you the same release as the server.
New version available: Install it as instructed.

Linux

No connections from outside (firewall): Connecting from outside needs a port mapping on the router, and it is not made while ufw or firewalld is on. The host window and the log then warn you, and the log has the commands for this computer. For ufw, run sudo ufw allow from <router IP> port 1900 proto udp and sudo ufw allow <port>/udp, then restart the host.
This is a KDE Wayland session: KDE on Wayland is not supported yet. Log in to an X11 session.
On a computer without a monitor, the host starts and uses a virtual desktop. If "Xvfb, which the virtual desktop needs, is not installed" appears, install the package it names (for example, sudo apt install xvfb).

macOS

If the screen does not show or control does not work, check the Screen Recording and Accessibility permissions and start TASTEREMOTE again. See Install the host app.

When connecting by ID

Message	What to do
This host must be updated	The host’s version differs from the server’s, so it cannot be connected to. Ask the other person to install the new version on that computer.
A host ID is 9 digits	Check My ID in the host window again.
The password is not in the right format (8 characters)	The one-time password is 8 characters (`XXXX-XXXX`).
Host not found	Check that the host program on the other computer is running and connected to the server.
Wrong password	Get the password again. After 5 wrong attempts, the other computer makes a new password.
The host refused the connection	The other person rejected it or did not answer within 30 seconds. Ask again.
Another viewer is connecting	Try again in a moment. The host checks one viewer at a time.
The host has reached its viewer limit	Connect after another viewer leaves.
Someone else is in control	Connect view only, or request control after the controller releases it.
Too many requests	Try again in a moment.
The connection timed out	Check the network and try again.

When connecting to my devices

Message	What to do
This device’s version differs from the server’s: update it to connect	The host’s version differs from the server’s, so it cannot be connected to. Ask the other person to install the new version on that computer.
The device is offline	Check that the computer is on and the host program is running.
Wrong device password	Check the device password. A saved password that is wrong is removed by itself.
Too many wrong attempts. Locked for a while	Wait until the lock ends (from 5 minutes up to 1 hour).
The connection approval has expired	Connect again.

Account

Message	What to do
Wrong email or password	Check again, or use Forgot your password?.
Your email is not verified yet	Look for the verification mail in your inbox.
New accounts cannot be created	The server blocks sign-up. Ask your server administrator for an account.
This account was suspended by the administrator	Contact your server administrator.
The request was refused	Check that the address you opened is the same as the server's address. You must use the address the server administrator set.

Clipboard and files

Clipboard read blocked / Clipboard write blocked: The browser blocked clipboard permission. Allow the clipboard in the site settings from the address bar.

The clipboard was not sent: it is too large: Only up to 255 KB is sent.

Receiving files is turned off on the host: The other person turned off files for this session.

The file was not received: it is too large: Each file can be up to 512 MB.

What the host window shows

If Connecting to the server… keeps showing, check the internet connection and the server address.

The server's version differs: Update the host program to the same release as the server. Using Download the installer in Install the host app gets you the same release as the server.

New version available: Install it as instructed.

Linux

No connections from outside (firewall): Connecting from outside needs a port mapping on the router, and it is not made while ufw or firewalld is on. The host window and the log then warn you, and the log has the commands for this computer. For ufw, run sudo ufw allow from <router IP> port 1900 proto udp and sudo ufw allow <port>/udp, then restart the host.

This is a KDE Wayland session: KDE on Wayland is not supported yet. Log in to an X11 session.

On a computer without a monitor, the host starts and uses a virtual desktop. If "Xvfb, which the virtual desktop needs, is not installed" appears, install the package it names (for example, sudo apt install xvfb).