App Messages

Start here when the Computle (Remotle) app shows a message. The app names the cause on screen wherever it can, so the quickest route is to find the message you saw. Every message has its own entry, with a picture of the screen and the steps to take. Work through these before you raise a ticket; see Getting Help for the order to work in.

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Find your message

Before you connect

Messages on the sign-in screen and the machine list, such as “Couldn’t check your machines” and the network banners.

Sign-In and Machine List Messages

While connecting

Every message the connect screen can show after you click Connect, from “Please sign in again” to “Couldn’t reach this machine”, with the Reference and Copy details explained.

Connection Messages

During a session

Messages drawn over the picture: Reconnecting, Your machine is restarting, This workstation has no GPU, the sound and licence notices, and the prompts when another device connects.

In-Session Messages

No message, or it keeps happening

Run the connection test, read each result, and collect the diagnostics, Support Code and logs support needs.

Diagnostics

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The three steps

1. Read the message on screen. Find it in the pages above. Each entry says what it means and what to do.
2. Run Diagnostics. Settings, Diagnostics, Run Test. A failure under Relays or STUN means the network blocks UDP; a failure under Services means this device cannot reach Computle. See Diagnostics.
3. Report the problem from the app. Settings, Report a bug, or F2 then Report during a session. The report carries this device’s diagnostics and logs, so support can look without asking you for files. Replies arrive in the app. See Reporting a Problem.

Copy the details

Connection messages have a Copy details button that copies the message, its code and the reference. Diagnostics has Copy Diagnostics and Copy Support Code. Paste these into your report or your ticket.

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Pages in this section

Sign-In and Machine List MessagesMicrosoft sign-in, no machine assigned, couldn't check your machines, network banners.

Connection MessagesEvery message the connect screen can show, grouped by cause, with screenshots.

In-Session MessagesReconnecting, restarting, network, performance, sound, licence, sharing and USB messages during a session.

DiagnosticsRun the connection test, read each result, find your Support Code and the logs.

Reporting a ProblemSend a report from the app with logs attached, and read and answer replies.

Mac PermissionsThe macOS prompts Computle (Remotle) shows and how to grant or reset each permission.

For a problem with the workstation itself, or anything these pages do not resolve, raise a support ticket from the Computle Portal and quote your Support Code from Settings, Diagnostics.