Troubleshooting

1. Check that the specialist has generated a new code in Viewer.
2. Check that the customer entered the same six-digit code. 000000 is not a valid connection code.
3. If the code expired or was used by another customer, start a new session and provide a new code.
4. Check internet access on both computers and try again.

1. Click inside the remote screen in Viewer before typing.
2. Press Esc to exit drawing mode if it is active.
3. Check whether the customer selected screen sharing only and whether remote control is allowed.
4. For a Mac customer, check Accessibility permission. If only elevated Windows windows cannot be controlled, check Client administrator approval and service status.

1. Check Screen Recording permission if the screen is unavailable.
2. If only particular folders are inaccessible, use Files and folders access → Prepare permissions in Client.
3. If macOS requests an app restart, reopen the app and reconnect.

1. Use remote PC audio for computer playback and Voice call for conversation.
2. Check volume, mute settings, and headphone, speaker, and microphone connections on both computers.
3. Check that the voice call is connected, microphone access is allowed, and the microphone is on.
4. Use headphones or disable remote PC audio if there is an echo. After changing devices, end the call and request it again.

The customer declined, the request was canceled, or no response arrived within about 30 seconds. Check that the customer is ready, then send a new request. If mandatory consent is disabled, the feature may start without an acceptance dialog.

1. Look on the support computer that started the recording.
2. Wait until Saving finishes and the saved-file notice appears.
3. Check Videos/KnockKnock on Windows, Movies/KnockKnock on Mac, or the path in the saved-file notice. Also check available storage.

1. Check the connection, destination-folder permissions, and available storage.
2. Read the transfer error and completion status, then retry only the items that need sending.
3. For a denied Mac folder, prepare file-access permissions before retrying.

1. Check both networks and the customer's computer.
2. Set the connection method to Automatic and wait for recovery. If Direct keeps failing, choose Relay.
3. If large transfers and high-quality audio are running together, pause transfers or lower audio quality and compare.

1. Check that a support connection was established before restarting and that neither side confirmed ending support or quitting Client.
2. Keep Viewer open and check that internet access has returned on the customer's computer.
3. On Mac, check that the customer has logged in and Login Items approval is enabled. On Windows, check the permissions required to run the Client service.
4. If the recovery period expired or support ended, generate a new support code and connect.

Leave session disconnects only that specialist. The customer stays connected to any remaining specialists. To end all support, confirm that the final specialist ends the session too.