Frequently asked questions
What can and can’t I do with audio?
Audio is available for Professional and Enterprise users, and allows the user to play audio on the Server and hear it on the Viewer. Now, in addition to seeing what is displayed on the Viewer and controlling the remote computer as though you were sitting in front of it, you can also hear what is playing on its speakers.
Why isn’t the audio icon appearing in the Viewer toolbar?
The audio icon will appear in all supported versions of the Viewer (although it will be greyed-out when the audio feature is not available). Audio is available for Professional and Enterprise users who have Windows and Linux servers.
Is Audio available for Home users?
Audio is available for Professional and Enterprise users only. You can take a free 30-day trial here.
Why isn’t my audio working?
The audio feature will only work when you’re using High-Speed-Streaming (RFB protocol version 6). If you are using direct connectivity via a router then you may need to add the appropriate port forwarding rules to allow UDP connections as well as TCP.
On Linux systems, the
pulseaudio package must be installed in order to use the remote audio feature. This should be present by default on most recent Ubuntu, RHEL and CentOS systems. Make sure you have the updated version of the Server and Viewer installed, and a Professional or Enterprise subscription, and you should be good to go.
How do I turn the audio feature on or off?
The audio feature can be controlled from both the Server and the Viewer and must be activated on both for sound to work. On the Server, you can allow connected Viewer users to hear audio using “Global Permissions” in Options > Users & Permissions. (You can also set audio on a per-user basis.)
The audio permissions can be controlled per connected user account via the Server options page. On the Viewer, there is a mute/unmute setting to tick.
Why can’t I hear audio from my Mac?
Audio is not yet supported on servers running MacOS.
Why can’t I hear audio from my phone or tablet?
Audio from mobile phones and tablets is not yet supported.
Why doesn't my audio work during instant support sessions?
Audio is not available during instant support.
How does the audio feature work?
The audio from the remote computer you are controlling, or Server, will be transmitted to the Viewer, which is the device you are using to control the remote computer. The audio output mix is captured from the server machine, utilizing the Opus library for encoding. It works in conjunction with the high-speed streaming technology to provide you with a good experience even with high-latency connections.
Can I control which users can hear audio from my server?
Of course. There are two methods for controlling who receives audio from your server. One is to disable audio entirely using the global permission by clicking the Audio icon on the Viewer toolbar. The second is to utilize permissions at the server end to limit which users can be sent audio. To do this, go to the Users & Permissions page in the Server options to configure audio on a per-user bases or to disable the feature completely.
Can I use the microphone on the Viewer device on the remote computer?
No. Unfortunately, this capability is not currently available.
Will I be able to mute the audio feature?
The audio feature is muted by default. This means you won’t startle anyone working from an office-based location when they connect to your home computer, or any similar situation. Enabling audio is easy when you need it: click the Audio icon on the Viewer toolbar. Make sure audio is supported by the connection and hasn’t been disabled on the Server. Go to the Users & Permissions page in the Server options to configure audio on a per-user bases or to disable the feature completely.
Can I talk to someone if I need help?
Yes. Professional and Enterprise users can access support here.