Why can’t I connect?

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Please check the following:

  • Is the remote computer powered on and awake (that is, not asleep or in hibernation)?
  • Is VNC Server running on the remote computer?
  • Is VNC Server licensed?

VNC Server should be functioning correctly if there is a green tick (and no error messages) displayed in its Status dialog:

../../_images/faq-troubleshooting.png

See this page for a full list of error messages you may see as a connecting user.

Cloud connections

If you have a Home or Professional subscription, or an Enterprise subscription and you are establishing a cloud connection:

  • Are you signed in to VNC Viewer on the device you want to control from?
  • Are both endpoints connected to the Internet, and able to communicate with RealVNC services?
  • Is RealVNC’s connectivity service working?

If you still can’t connect, please contact Support.

Direct connections

If you have an Enterprise subscription and you are establishing a direct connection:

  • Have you entered the remote computer’s IP address or hostname into VNC Viewer correctly, including a port number if required?

    If VNC Server is not listening on port 5900, enter :<1-99> for ports in the range 5901-5999, for example 192.168.5.127:80 for port 5980, and ::<full-number> for all other ports, for example 192.168.5.127::80 for port 80.
  • If you’re connecting over the Internet, have you entered VNC Server’s public rather than private network address?

  • If you’re connecting over the Internet, have you configured the remote computer’s firewall and router properly?

If you still can’t connect, please contact Support.

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