This typically indicates that a network routing problem is preventing Screens from contacting the remote computer.
If you are connecting to a remote computer across the Internet, we strongly recommend that Screens Connect is installed on the remote machine and that you're signed into Screens and Screens Connect with your Screens ID.
Virtual Private Networks (VPN)
Are you trying to connect through a VPN? If so, note that many VPNs prevent Screens from establishing a direct, two-way connection with other computers. We recommend a secure/encrypted Screens connection instead of routing your connection through a VPN.
Dynamic routing prevents Screens from establishing direct, two-way connections. A possible solution is to request a static IP address from your Internet service provider.
- Consider the public IP address for a moment. If the address is something like 100.64.x.x, your address is part of a dynamic pool of addresses managed by dynamic routing.
- Is your router’s public IP address really what the Internet thinks it is? To find out:
- Using the computer you intend to connect to, visit [whatsmyip.org].
- Compare the IP address listed on that page with the public IP address you collected earlier.
- If the IP addresses differ, Screens is unable to establish a direct, two-way connection with the computer you intend to connect to.
Local-Network IP Addresses
If you’re using a static local IP address for the computer you’re connecting to, does it follow the same pattern as the gateway’s internal (LAN) IP address? If this address is something like 192.168.0.1, the static address assigned to the computer you intend to connect to should be something like 192.168.0.xxx.
Check the local hostname listed in Screens for the remote computer. Compare this with what’s listed in Terminal.app when you enter the following command:
If they are different, please see this Apple support document:
Make sure that the gateway’s public port is open for connections from the Internet:
- Visit [http://canyouseeme.org].
- Enter your public IP address.
- Enter the public port number.
- Click Check Port.
If the port isn’t open:
- Refer to your Internet gateways’/router’s firewall and other security settings and make sure there are no configuration issues that might interfere with Screens.
- If you’re using a custom port forwarding rule for Screens, make sure that the gateway’s public port is forwarded to the remote computer’s local-network IP address and its port 5900 for Remote Management or port 22 for Remote Login.
- Check any network security or anti-malware applications installed on the remote computer to make sure nothing is interfering with Screens, such as the following (click each for help):
If nothing has helped so far, please reproduce the issue and send a diagnostics report. We’ll be happy to review the information and offer any help we can.
- From Screens for iOS: Tap the Settings icon, tap Help, then tap Request Support. This will open a feedback form with a diagnostics report pre-attached. (Note that Apple Mail may be required to send a report.)
- From Screens for macOS: Click the Help menu in the system menu bar, hold the Option key, then click Save Diagnostics Report. You can then attach this report to your reply.
It may also be helpful to see a Screens Connect diagnostics report from the Mac you’re trying to connect to (if applicable).
- From Screens Connect for macOS: Click the Screens Connect icon, hold the Option key, and click Save Report As.
Also include the following information, gathered at the beginning of I’m having trouble connecting to a remote computer from a different network.
From the remote computer:
- local-network IP address
- MAC address
From the Internet gateway:
- public IP address
- public port number
- internal IP address