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Why can’t I connect?

If possible, 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

Note

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. Note you’ll almost certainly be asked for debug logs.

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