Troubleshooting#

Each troubleshooting page starts from an observed symptom, lists safe checks, and describes the fix.

• Computer shows as offline: determine why a host is offline and return it to an online state.
• Can't connect to a host: resolve a connection that fails, prompts for a username and password, or disconnects.
• Black screen or the screen doesn't update: resolve a session that connects but displays a black or frozen screen, or does not respond to mouse and keyboard input.
• Slow or laggy sessions: use connection statistics to identify why a session is choppy, blurry, or laggy, and resolve the cause.
• Shortcuts go to the wrong computer or send the wrong keys: Alt+Tab, Cmd+Tab, Cmd+C, Cmd+W, and similar shortcuts on Windows and Mac.

For problems not listed here, contact Jump Desktop support.