Frequently Asked Questions for Remote Access Viewer

What is encoding scheme on the Remote Access Viewer login screen?

The encoding scheme determines the method of sending the screen updates (from the remote computer to the local) and may impact performance and reliability of remote access, based on the type of screen updates. You can try the two options to see which suits you best.

How do I disconnect or logout from a Viewer session?

Click the 'Cancel' button if the remote desktop is not displaying. If it is, then use the standard 'Close' icon (X) on the top right corner of Windows or from the application menu, go to File > Exit.

How do I fit the Host computer's desktop within that of my local computer?

From the application menu, go to View > Scale to fit. This will size the remote computer's desktop to fit within the local computer's window.

Note: This feature is currently not supported for Mac Viewer.

My screen has got corrupted in the middle of a Viewer session. What do I do?

Click the 'Refresh' option on the application menu. Also, you can try changing the encoding scheme. Click here for details.

My remote computer is not available in the list of computers available to connect. Why?

If you have recently exited a Viewer session, then the remote computer may be unavailable for about 30 seconds. Try connecting to it (remote computer) in a while.

Sometimes on Remote Access Viewer side, the progress bar hangs or errors out. Why?

This could be because of Network / Internet connectivity issues. Cancel the session and try again.

Sometimes I get a 'File Transfer permission denied: disabled or unknown user version incompatibility' message while using the 'File Transfer' option in the Remote Access Viewer application. Why?

You would get this message while using the 'File Transfer' option during a remote session, if the remote computer gets logged off or is locked. In this case, login to the remote computer and then try the 'File Transfer' option. However, this will not work if it is logged off or locked.

The same message appears if you close the 'Remote Access Host' tray icon, but the application continues to run in the background and attempts transferring data using the 'File Transfer' option. In this case, double-click on the 'Remote Access Host' desktop icon so that the tray icon appears on the system tray. Then, use the 'File Transfer' option to transfer files.

Note: File Transfer is currently not supported for Mac Viewer.

Can I access the remote computer from a Windows machine using a web browser?

You can connect to your remote computer using any web browser for a Windows machine. Login to your account from the RemotePC website. You will see a list of all the available Hosts (remote) computers in your account. Select the one that you wish to access and enter the Host Key.

For more information, click here.

Can I connect to a remote computer from my Mac machine?

Yes, with Remote Access Viewer for Mac, you can now connect remotely to any other windows computer. Before connecting, ensure you have the remote access host version 4.4.5 installed on the remote windows machine.

Note: File transfer, screen scaling, remote printing and chat options are currently not available with Remote Access Viewer for Mac.

Which version of Mac OS X is supported for Remote Access Viewer application?

Remote Access Viewer for Mac is currently available for Leopard and Snow Leopard on Intel processor.

Can I access the remote computer from a Mac or a PC with the same RemotePC account?

Yes, you can access the remote windows computer from any Mac or PC with the same RemotePC account. For this ensure that you have the remote access host version 4.4.5 installed on the remote windows PC