Forum Foren spacedesk Discussions Unable to connect error even with Primary machine

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  • #7745
    ahfeldma
    Teilnehmer

    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

    #7747
    spacedesk Lea
    Administrator

    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.

    #7765
    ahfeldma
    Teilnehmer

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

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    #7775
    spacedesk Lea
    Administrator

    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.

    #7776
    ahfeldma
    Teilnehmer

    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

    #7805
    spacedesk Lea
    Administrator

    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.

    #7823
    ahfeldma
    Teilnehmer

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

    #7862
    spacedesk Lea
    Administrator

    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.

    #7885
    ahfeldma
    Teilnehmer

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

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