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Connection Troubleshooting

Review this set of helpful suggestions to assist with common connection issues.

Topics in this article:

Personal firewall Troubleshooting

Hardware firewall troubleshooting

Connection Troubleshooting

Personal firewall Troubleshooting

If you have a personal firewall (ZoneAlarm®, Norton Personal Firewall™, etc.) installed, make sure that Remote Support is not being blocked. If so, unblock Remote Support and try again. Additionally, you can enable your personal firewall so that Remote Support can access the Internet every time you need it to, as follows: 

Windows

  1. The first time you run Remote Support on a PC that has a firewall installed, you will set off the firewall and be prompted to allow Remote Support to access the Internet. Select the "Remember the answer each time I use this program" check box.
  2. Click Yes to enable Remote Support to access the Internet.

Mac

  1. Depending on the version of macOS that is being used, Mac users can configure their built-in firewall settings.

If a connection still cannot be established, please see Hardware firewall troubleshooting or contact Customer Care for help.

Hardware firewall troubleshooting

If you do not have a personal firewall but are in a business environment, you may still be using a hardware firewall. Please provide your IT department with the Optimal firewall documentation so that they may allow Remote Support to connect.

If a connection still cannot be established, please contact Customer Care for help.

"Authentication Required" troubleshooting

Most connection test difficulties are related to user authentication issues. Use the following question to determine if this is your problem: Did you see an Authentication Required window with text fields for Domain, User Name and Password?

  • Yes, I saw the Authentication Required window and entered all the information correctly.
    The User Name and Password required here are the same as those that you use to log in to your Windows computer.

Note: As when entering all user names and passwords, please make sure that (a) you are typing correctly, (b) your Caps Lock key is off, and (c) you do not have any trailing white-space characters in the fields (check this by deleting and retyping the entire contents of each field).

  • Yes, I saw the Authentication Required window, but there was no Domain text field.
    This dialog box indicates that Basic Authentication is in use on your Web proxy. The User Name and the Password required here might be the same as those you use to log in to your Windows computer; however, your Web proxy may require different passwords from those you use to log in to your Windows computer. Your network administrator can confirm whether or not you have the correct information. As when entering all user names and passwords, please make sure that (a) you are typing correctly, (b) your Caps Lock key is off, and (c) you do not have any trailing white-space characters in the fields (check this by deleting and retyping the entire contents of each field).

Note: As when entering all user names and passwords, please make sure that (a) you are typing correctly, (b) your Caps Lock key is off, and (c) you do not have any trailing white-space characters in the fields (check this by deleting and retyping the entire contents of each field).

  • No, I did not see the Authentication Required window.
    Please contact Customer Care for help.

If a connection still cannot be established, please contact Customer Care for help.