Hi @karen-zheng,
Do you have a third party firewall software installed in your server device? If so, please see the User Manual on the section “Troubleshooting” -> “Firewall Settings on Primary Machine”. Also, if you have a VPN installed in your server machine, you may also check the section “VPN (Virtual Private Network)” just below “Firewall Settings on Primary Machine” and follow the troubleshooting steps there.
You may get the diagnostic logs by following these steps:
–- open the spacedesk Console window app by clicking the spacedesk tray icon on your task bar’s notification area
— On the Console window, click on “Diagnostics”
— Click Save All Information button
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 on your next reply.
