Solutions for common issues


Connection
Frequent Disconnects
I experience regular disconnects/reconnects

The connection implementation of TouchRemote is quite stable. So it is very likely the issue is caused by the network/radio. Here are some details you should consider:
Wi-Fi
  • High network traffic (e.g. torrent downloads/uploads)
  • Wi-Fi radio frequencies may be interfered with other radio devices (e.g. microwave ovens)
Bluetooth
  • Range is highly dependent on hardware
  • Reconnects may take long due to the implementation in the OS of your mobile device
  • Bluetooth radio frequencies may be interfered with other radio devices
Mobile Radio
  • Performance may be low in general (e.g. in GSM mode)
  • Disconnects from mobile service depending on location
  • Network load might cause delays and disconnects
  • Other mobile services than Internet access might have a higher priority
General
  • There might be an application running in the background (either mobile device or PC) that take a lot of CPU power
Versions don't match
Message: "Versions don't match! App: 1.x PC Software: 1.y"

Make sure you have the latest version of both App and PC Software installed. If you enabled Beta Updates you have to enable in the App as well as the PC Software.
Scan does not find PC
App shows '… no unknown PC or connection found'

Please try the solutions suggested under Wi-Fi or Bluetooth respectively.
Wi-Fi
Cannot connect via Wi-Fi
App just shows 'Searching for …'

First of all please have a look at the manual, chapter Connection, section Wi-Fi and follow the instructions step by step.
  • Make sure the TouchRemote app uses the Wi-Fi access point set up on your mobile device.
    Example for Nokia Symbian Belle devices: Go to 'Settings → Installations → Already installed → TouchRemote [Tab+Hold for context menu] → Suite Settings → Network connection'. There you can choose the connection TouchRemote should use. Set it to your W-LAN.
    Example for Symbian S60v5 devices: Go to 'Settings → Application; manager → Installed; apps. → TouchRemote → Options → Suite; settings → Access point' and set it to your Wi-Fi network.
  • Make sure mobile device and computer are in the same (sub)network (Check on the router if your mobile device is listed as a connected device)
  • Double-check that IP address or host name is entered correctly in the settings of the app
Bluetooth
Bluetooth does not work
PC Software shows "Bluetooth: Not available"

TouchRemote only works with the Microsoft Bluetooth Driver (also called Microsoft Stack) included in Windows. Unfortunately this driver does not support all Bluetooth devices.

To check if you have the correct driver installed open the 'Adapters' page in TouchRemote PC Software. Under 'Bluetooth' you find the entry 'Driver Provider' which has to be 'Microsoft'.

If you do not have the Microsoft driver installed there are two possible solutions:
  • Use the Software Bluetooth Driver Installer (Freeware) to install the Microsoft driver.

  • The Microsoft driver supports all USB Bluetooth devices. Therefore you could get a low priced Micro USB Bluetooth Adapter (widely available in stores) and you can use TouchRemote with Bluetooth.
Cannot connect via Bluetooth
App just shows 'Searching …'

Please have a look at the manual, chapter Connection, section Bluetooth and follow the instructions step by step.
Internet
Blocked ports
My ISP blocks most ports so I cannot connect to the PC from the Internet

If you know what ports are allowed you can set these as custom ports:
  • Open the file 'settings.properties' from the 'conf' folder of the TouchRemote installation on the PC in a text editor
  • Set the UDP port by modifying the line 'udpPort=8888' to 'udpPort='
  • Set the TCP port by adding the line 'tcpPort='
  • Save the file
  • Restart TouchRemote PC Software.
Cannot connect via Internet
App just shows 'Searching …'

Please have a look at the manual, chapter Connection, section Internet and follow the instructions step by step.
Error Messages
App
Password wrong
Message: "The password for this PC Connection is wrong!"

Re-enter the password in both the PC Software and the App.
Connecting to Zoom Player failed
Message: "Connecting to Zoom Player failed! Close Zoom Player and restart TouchRemote PC Software. Note: Zoom Player Free not supported!"

Close Zoom Player and TouchRemote, then first start TouchRemote, secondly start Zoom Player (You don't have to follow this order afterwards).
PC Software
Java VM
Message: "Java VM could not be started"

The so called Virtual Machine could not be started. This may happen due to inconsistency in your Java installation. There is a tool called JavaRa that reportedly can solve this issue.
Control & Performance
Cannot open files
I cannot open files on the PC with TouchRemote.

To open files on the computer double tap on an entry in the file list.
Keyboard generates wrong characters
When using the hardware keyboard sometimes wrong characters/symbols are generated

This is a known issue with the hardware keyboard on some Nokia devices. Unfortunately it is caused by the Java Runtime Environment, so I cannot do anything about it. However here are some tips that might help:
  • If you only get symbols from the top row, press CTRL once
  • If you only get upper case letters hold SYM to enter lower case letters
Desktop image updates slowly
The desktop image is ragged (low FPS)

The performance of the desktop view can be influenced by
  • Connection encryption (disable it)
  • Low connection speed (e.g. via GPRS etc.)
  • Processing power of the mobile device
  • Size of the desktop pane
  • Zoom factor
  • Size of the mobile devices display
  • Processing power of the PC
  • Graphics card capabilities
I will try to optimise desktop view performance in the future.
Lock screen not controllable
When the PC is locked I cannot enter my password via TouchRemote to unlock it

Currently it is not possible to control the lock screen. This is a kind of security feature of Windows and technically difficult to circumvent. However I will try to implement lock screen control at a later stage.
Cannot log in after wake
I cannot log in on the PC via TouchRemote after starting it with WakeOnLAN

Currently it is not possible to log in via TouchRemote as the PC Software cannot be started beforehand. For now the only solution is to enable auto login. I hope I can provide login via TouchRemote at a later stage.
Desktop black
The Desktop image disappears (black)

The screensaver may be running or the screen is in power save mode. The desktop also turns black when the user who is running the PC Software logged off while the PC is still running. (Note that a login via TouchRemote is currently not possible)
Cannot control application
An application that is supported by TouchRemote cannot be controlled

In case the application runs with administrator rights TouchRemote does not have access. Please try to run TouchRemote as administrator as well.
Installation & Startup
Java VM
Message: "Java VM could not be started"

The so called Virtual Machine could not be started. This may happen due to inconsistency in your Java installation. There is a tool called JavaRa that reportedly can solve this issue.
No solution found?

Ask the developer for help