Can't connect to a host#
The host (the computer you connect to) is online, but the connection fails, prompts for a username and password, or drops. To find the fix, locate the message you see in the sections below.
Applies to#
- Jump Desktop on Windows, macOS, iPhone, iPad, and Android Beta, connecting with Fluid.
- Windows and Mac hosts running Jump Desktop Connect.
- Personal users connecting to their own computers, and technicians connecting to other people's computers.
Safe checks#
- Check that the host is online. If Jump Desktop reports that the computer is offline, see Computer shows as offline.
- Note the exact message, including the title and any error code.
- Check Connect's version on the host: in Connect, click the Settings (gear) button and select Diagnostics. Version shows the installed version.
Asked for a username and password#
Enter the username and password you use to sign in at the host, not your Jump Desktop account credentials.
| App | Prompt |
|---|---|
| Windows, iPhone, iPad | Windows Credentials or Mac Credentials |
| macOS | Enter your Windows credentials or Enter the remote Mac's username and password |
| Android | Sign in to computer name |
If the username or password is incorrect, the prompt appears again. On Android, the prompt shows Password is incorrect, please enter again.
- Find the username. On the host, in Connect, click the Settings (gear) button and select Diagnostics. Use the name shown next to User Name.
- Use a password, not a PIN. A Windows PIN does not work. If you sign in to Windows with a PIN, set a password in Windows Settings > Accounts > Sign-in options.
- The account requires a password. Connect does not accept an empty password.
- By default, the account must be a member of the Users or Administrators group on the host.
- Find the username. On the host, open Terminal and run
whoami. Use the name it returns with that account's password.
If you do not know the password, ask the person at the host to share their screen instead: click Ask to Share Screen in the prompt (Ask on iPhone, iPad, and Android). See Ask to share a screen. On the Jump Desktop for Teams Enterprise plan, an administrator can also allow sign-in without a password.
Error messages#
| Message | Likely cause | Fix |
|---|---|---|
| Unable to connect: There was a problem connecting to the remote computer. Try connecting again. (Android: A connection to the computer could not be established. Please try again.) | Your device and the host could not establish a connection, either directly or through a relay. | Try again. Confirm that both networks allow the hostnames and ports listed in Network requirements. If your team uses Direct Connections Only (Jump Desktop for Teams Enterprise plan), connect from a network with a direct path to the host, such as your VPN. See Choose a connectivity option. |
| Unable to connect: The remote computer does not support the requested service. (Windows, macOS, iPhone, iPad) | Fluid is turned off in Connect on the host. | On the host, in Connect, click the Settings (gear) button, select Advanced, and turn on Fluid Remote Desktop. On a team computer, a team administrator configures Fluid Enabled in Connect Configurations. |
| Unable to login: There were too many incorrect login attempts. Please wait for a while and try again later. (Windows, macOS, iPhone, iPad) | Too many incorrect passwords were entered in a short period. | Wait, then connect again with the correct username and password. See Asked for a username and password. |
| Could not log in: There was a problem logging into the server. Try connecting again. (macOS, iPhone, iPad) | Your device lost its connection to Jump's cloud. | Check your device's internet connection, then try again. |
| Unable to start screen sharing | The screen sharing request was declined, was not answered, or could not be displayed. | See Screen sharing request doesn't go through. |
| The connection request was not accepted. (Android) | Your screen sharing request was declined or not answered, or no one was available. | See Screen sharing request doesn't go through. |
| Protocol problem: Error code = number (Windows) | The host ended the connection. For some reasons that other apps describe in words, such as those in The connection drops, Jump Desktop for Windows shows an error code. | On a Mac host, check Connect's permissions. Otherwise, contact support with the code. |
| There was an error connecting to the computer. Error code: number (Windows) | Another connection problem occurred. | Try again. If the error persists, contact support with the code. |
Screen sharing request doesn't go through#
- Someone must be signed in at the host with Connect running. The Screen Sharing Request appears on their screen and ends after 30 seconds without a response.
- For each Unable to start screen sharing reason, including The remote computer does not support screen sharing requests (update Connect on the host), see If the request doesn't go through.
The connection drops#
After a brief network interruption, Jump Desktop on Windows, macOS, iPhone, and iPad reconnects on its own; on iPhone and iPad, reconnection uses the Auto Reconnect setting, which is on by default. When a connection ends for another reason, Jump Desktop shows the reason:
| Message | Likely cause | Fix |
|---|---|---|
| Another user has logged in: The connection was closed because another user has started using the computer. (macOS, iPhone, iPad) | After you connected, someone signed in at the host with a different account from the one you used. | Connect again, and sign in with the account named in the message. |
| Logged out: The connection was closed because you logged out. (macOS, iPhone, iPad) | You signed out of your account on the host. | Connect again. |
| Idle Timeout: The host closed the connection because the session was idle for too long (macOS, iPhone, iPad) | No keyboard or mouse input occurred for longer than the Idle Timeout a team administrator configured in Connect Configurations. | Connect again. If the timeout is too short, contact your team administrator. |
| Can not record screen (macOS, iPhone, iPad) | On a Mac host, Connect does not have the Screen Recording permission. | See Black screen or the screen doesn't update. |
| The connection to the computer was lost. (Android) | The network connection between your device and the host failed. | Check the internet connections of both your device and the host, then connect again. |
Jump Desktop for Windows shows some of these as Protocol problem with an error code. See Error messages.
Check that it worked#
The host's screen appears in Jump Desktop, and the host responds to your mouse and keyboard.
Still stuck?#
Before you contact support, collect:
- The exact message and error code, and the app and device you connect from.
- The host's operating system and Connect version.
- Connect's diagnostic logs: in Connect, click the Settings (gear) button, select Diagnostics, and click Diagnostic Logs.... Connect creates
JumpConnectDiagLogs.zipand opens its folder.