RealVNC Server should be functioning correctly if there is a green tick (and no error messages) displayed in its Status dialog:
If, however, you are unable to connect and RealVNC Viewer displays the error message "RealVNC Server is not currently listening for Cloud connections" when you try to connect, please check the following:
- Check there are no service issues on the RealVNC status page.
- Check that the remote computer is connected to the Internet. If it isn't, you won't be able to connect.
- It may be that the remote computer is asleep. It is advisable to prevent a remote computer sleeping or hibernating while remote access is required:
- Windows: In Control Panel > Power Options > Change when the computer sleeps, make sure Put the computer to sleep when plugged in is Never.
- Ventura and later:
- In System Settings > Displays > Advanced, make sure Prevent computer from sleeping automatically when the display is off is selected.
- Monterey and earlier:
- In System Preferences > Energy Saver, make sure Prevent computer from sleeping automatically when the display is off is selected.
- Ventura and later:
- If you have disabled cloud connections in RealVNC Server's Options dialog, under the Connections heading. Make sure this is checked:
- You may have the wrong team selected in RealVNC Viewer. Please ensure you have selected the correct team for the computer to which you want to connect.
- If you have purchased a subscription but did not subscribe from within your trial team, you will need to join your computer(s) to the new, paid-for team.
Ensure that you also see your computer's name, and your Team name, listed in the Connectivity section. If you don't please re-join it as shown here: How do I rejoin a RealVNC Server to the cloud, or change which team RealVNC Server belongs to?
Note: you may need to remove the existing entry using the Computers page of the online portal first.
- If you are trying to connect to RealVNC Server on Linux, check that Wayland is disabled
Try restarting RealVNC Server and/or the computer running RealVNC Server.
- In Windows, this can be done via the Services utility, accessible by searching for services.msc in the Start Menu.
- For Mac/Linux, right click the RealVNC Server icon in the system tray (by the clock), and click Stop RealVNC Server. Then, launch RealVNC Server from your Applications menu.
If none of the above steps help, you can also check for the underlying error message by looking at the log files for RealVNC Server. These can be accessed by opening the RealVNC Server app and going to the Options section. Next, go to the Troubleshooting section, then click Show in folder.
If you do not have access to the RealVNC Server GUI, the log files can be found in the following locations instead:
- Windows: C:\ProgramData\RealVNC-Service\vncserver.log and C:\ProgramData\RealVNC-Service\vncserver.log.bak
- Mac: /Library/Logs/vncserver.log and /Library/Logs/vncserver.log.bak
- Linux: /var/log/vncserver-x11.log and /var/log/vncserver-x11.log.bak
Once you have opened the logs, check for any of the error messages listed here: VNC Connect Error Messages
If you still have problems, and your subscription includes access to technical support, please submit a support request. Please attach the RealVNC Server diagnostics (RealVNC Server > Information Center > Diagnostics > Save As...) and log files (above) from RealVNC Server.