4月 28, 2022 3:06 上午 #7745
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? Thanks4月 28, 2022 5:17 上午 #7747
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.4月 28, 2022 11:58 下午 #7765
Many thanks for your very quick reply. No VPN enabled. My profile is set to PRIVATE. File requested attached.
附件:您需要登录才能查看附件。4月 29, 2022 8:10 上午 #7775
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.4月 29, 2022 8:35 上午 #7776
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.
Alan5月 2, 2022 2:40 上午 #7805
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.5月 3, 2022 4:47 上午 #7823
Done all of that. Even rebooted. Still doesn’t connect.5月 6, 2022 7:40 上午 #7862
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.5月 8, 2022 12:24 上午 #7885
I turned everything off and now it is suddenly working. Thanks for your help.
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