Unable to connect error even with Primary machine

[ahfeldma]

Installed apps on both PC and android tablet. Tablet sees PC and correct IP but when try to connect get error saying „Connection failure: unable to connect“. Have tried disabling Norton also checked SpacedeskServices.exe is allowed in Norton. Have uninstalled and reinstalled on both to no avail. Any ideas? Thanks

[spacedesk Lea]

Hi @ahfeldma,

Do you have VPN (Virtual Private Network) enabled?

What is the current Network Profile on primary machine? Public or Private?
You can check it in Windows Settings -> Network & Internet.

For analysis, please also run spacedesk Driver Console -> Diagnostic, click „Save All Information“.
PS: Saving all information will take a few seconds, then please send us the whole folder which contains all the diagnostic logs collected.
Please right-click the folder -> Send to -> Compressed (zipped) folder, then attach the *.zip file in your next reply.

[ahfeldma]

Many thanks for your very quick reply. No VPN enabled. My profile is set to PRIVATE. File requested attached.

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[spacedesk Lea]

Hi @ahfeldma,

Thanks for sending the diagnostic logs.
We noticed that aside from Norton, you also have Malwarebytes.
Could you please try is to add “C:\Windows\system32\spacedeskService.exe” into the “Allow List” of your Malwarebytes and Norton settings to exclude spacedesk from all detections.

[ahfeldma]

Hi,

I added this files to both Norton and Malwarebytes but still no joy. Do I need to reboot after adding these? I even turned both of them off and still not connecting.

Thanks
Alan

[spacedesk Lea]

Hi @ahfeldma,
After adding the spacedeskService into your Firewall settings or disabling the Firewall, please try to open the spacedesk Console window and switch OFF-ON the spacedesk server.

[ahfeldma]

Done all of that. Even rebooted. Still doesn’t connect.

[spacedesk Lea]

Hi @ahfeldma,
Ok, thanks for the feedback.
Could you please try the steps below after disabling your Malwarebytes and Norton Firewall:
– open the spacedesk Driver Console window -> Diagnostics
– if Debug View is not available, please click the download button first
– switch Diagnostic Collection ON (make sure to click Yes in the User Account Control box to proceed)
– try to connect your viewer app and reproduce the „Unable to connect“ issue
– switch Diagnostic Collection OFF
– click Save All Information button
Then send us the updated diagnostic logs collected.

[ahfeldma]

I turned everything off and now it is suddenly working. Thanks for your help.

[Autor]

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