Troubleshooting
Fixes for the problems people run into most.
Computers
I cannot connect to my computerWork through these checks when a computer will not open in the browser or in Remote Desktop.Remote Desktop will not connectThe usual cause is that your network address changed. Downloading the file again adds your new one.The browser session shows a black screenA blank session usually comes back with a click, a reconnect or a restart.My computer is slow or laggyFind out whether the delay comes from your internet connection, the distance to your computer, or the computer itself.My computer is stuck starting or stoppingMost changes finish within minutes. Here is what to do if a status does not change.There is no sound in my sessionCheck your own device, then the session, then how the computer is set up.Keyboard or copy and paste is not workingIf shortcuts or pasting misbehave in a session, these are the things to check.
Account and sign in
I did not get an email from youCheck the address, your spam folder, and whether your company blocks outside mail.I cannot get into my accountChoose the guide that matches what you see on the sign-in page.
Payments
My card was declinedYour bank decided this, so the fix is usually another card or a word with your bank.I keep being sent to the payment pageYour company has an unpaid balance. An admin must pay it before anything else opens.
Files and monitors
My upload failedCheck your connection and your storage, keep the tab open, and try again.A monitor says down but my site is upYour site may be blocking our checks, failing in one region, or answering too slowly.A page is blank or looks wrongA reload, a different browser, or turning off extensions fixes most page problems.