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Troubleshoot ShowMyPC
Windows Mac Linux
Help: Please select a product


Latest: 3170


Latest: 3517 or 3512 (Early Access)


Latest: WebBased


Latest: 3160


Quick Tips:
Did you try it from another PC or network? It can get hard to find problems on a specific location.
Reboot may help terminate any existing conflicting programs.
 
Before you install.
Make sure you have the latest version 3170.

If you are unable to download file or install due to an Anti Virus, please disable it for 15 minutes.
Make sure your are the windows administrator where you are installing the service.
While installing Access Home or Office Service, UAC should be turned On.
Make sure that the date and time on your PCs is correct (Required for in built security).
To avoid conflicts, enter lower case hostname and email.
Watch for any messages or pop up dialogs, your firewall or AntiVirus software might show.

Some machine may not have the right certificates, Run Certificate Test in Internet Explorer
Install Certificates if above test showed any warning or error. Install Certificates in Internet Explorer

1. I do not see my Remote PC in the list?
Make sure you have installed the service following the email that was sent to you.
Please verify that your remote PC is still on network. It should not be on sleep or hibernate.
Quick test. Get help from a co-worker to reboot the remote PC, PC should reappear back in the list.
Make sure you are not on a wireless network, use regular Ethernet cable.
If problem persists reinstall the service on remote PC.
Any other use of VNC viewer can conflict with ShowMyPC.
If the problem persists, please try Viewing from another PC, just to make sure problem is isolated to this one PC.
In application send "Options > Debug Report" and Open a ticket if all the steps did not help.

2. Seeing Multiple Windows or Toolbar?
If you are seeing multiple windows or toolbars, you could be connecting to yourself, See instructions here to Fix.

3. My Remote PC shows a red cross on it or is missing (Offline). It was working earlier.
Please verify that your remote PC is still on network. It should not be on sleep or hibernate.
Quick test. Get help from a co-worker to reboot the remote PC, PC should reappear back in the list.
Make sure you are not on a wireless network, use regular Ethernet cable.
If problem persists reinstall the service on remote PC.
If the problem persists, please try Viewing from another PC, just to make sure problem is isolated to this one PC.
In application send "Options > Debug Report" and Open a ticket if all the steps did not help.

4. Forgot remote access password?
If you have forgotten login information of the remote PC. You will have to reinstall the service. ShowMyPC support cannot help you with resetting the password as no password as kept with us.

5. Getting error Client ID not valid
This error can happen on some NON English Operating Systems.
To resolve, please make sure you copy the program to your c:\yourShowMyPCApp.exe and run it from that location.
If the problem persists open a ticket and ask for customized build for your non English system.

6. Advanced troubleshooting
If you get Authentication error, please make sure you are using the correct combination of Hostname, Email and password. (All Case Sensitive).
Make sure Internet Explorer is working on both the Viewer and Remote PC.
Test your network connection on both PCs.
Check services by going to "Start > Control Panel > Administrative Tools > Services".
Make sure both "SMPC Helper" and "tvnserver" are running.


Contact Support for any additional help.
What is your application version?
Make sure you have the latest version 3517.

I just purchased and not sure what to do.
Make sure you got instructions in your email. If takes few minutes to get them. If not contact ShowMyPC Support.
You will need 2 PCs to use this service. See how to use.
For advanced configuration of the support application see details from your email.

My paid version used to work but right now it is not working.
Check for any outage notice on ShowMyPC Support page.
Make sure you are not connected to any VPN.
It is hard to debug on a specific PCs, you should try an other PC.
Reboot may help in fixing the problem, by closing any conflicting programs.
ShowMyPC does not work within RDP or Windows Remote Desktop session.
Some few firewall or anti-Virus software may block ShowMyPC. Please update your Anti Virus software.
In application send "Options > Debug Report" and Open a ticket if all the steps did not help.

My paid version is not working.
It is hard to debug on a specific PCs, you should try an other PC.
Make sure you are not connected to any VPN.
Reboot may help in fixing the problem, by closing any conflicting programs.
ShowMyPC does not work within RDP or Windows Remote Desktop session.
Make sure you are not on a wireless network, use regular Ethernet cable.
Some few firewall or anti-Virus software may block ShowMyPC. Please update your Anti Virus software.
In application send "Options > Debug Report" and Open a ticket if all the steps did not help.
Any new recent software might conflict with ShowMyPC.
Any other use of VNC viewer can conflict with ShowMyPC.

Getting error 'Your connection has been rejected'.
If you are getting this error message, it is very likely that your remote user has some variation of VNC installed and is conflicting with ShowMyPC.
Please try with another user remotely, to verify your local connections are fine.
Ask your remote user to uninstall any VNC and try again.

Getting error Client ID not valid
This error can happen on some NON English Operating Systems.
To resolve, please make sure you copy the program to your c:\yourShowMyPCApp.exe and run it from that location.
If the problem persists open a ticket and ask for customized build for your non English system.

Getting error 'Primary server unavailable'.
Generally "Primary server unavailable." means a drop in the network on the Viewer side.
Most times as the network drop corrects, the error corrects itself.
To Resolve.
Close your Viewer program and re launch it and try again.
If problem still persists, try rebooting your Viewer PC and make sure you have network connectivity.
To verify and isolate the problem you may also try to View from a different PC.

Windows 2000
The latest ShowMyPC version may not work on Windows 2000, its due to dropped support by Microsoft and other partners. If you planning to use on Windows 2000, please ask support for older ShowMyPC version 3081 for your account.
 
What is your application version?
Make sure you have the latest version 3160

Free Version is not working.
It is hard to debug on a specific PCs, you should try an other PC.
Reboot may help in fixing the problem, by closing any conflicting programs.
Any new recent software might conflict with ShowMyPC
Any other use of VNC viewer can conflict with ShowMyPC
Some few firewall or anti-Virus software may block ShowMyPC. In fact any new auto updated to these software might start blocking.

Free Version is not working, it used to work.
Can you please try one of these version if they work for you.
Version 3055
Version 3050
Version 3010
Version 3005
Version 2963
Version 2941
Latest Version

Enable and Install Java on Mac Lion

To enable the ability for the ShowMyPC or other Java Web Apps to open up within Safari, Chrome or FireFox, you must perform the following steps. These steps only have to be done once.

1) Quit all open browsers running on your Mac.
2) Click on the desktop so that you see the word "Finder" on the top left.
3) Click on the "Go" Menu and select "Utilities".
4) Double click on the Java Preferences icon, If java does not exist it will prompt you to install it.

5) In the General tab, check Enable applet plug-in and Web Start applications. Now open browser and you may start your Java ShowMyPC application.




Resolve "Java is Unavailable" message on Mac

If you are seeing a message on your Mac in a browser window, please follow these steps.

Getting OSXvnc-server Error

If you are getting OSXvnc-server error, it is likely that your version of Mac is incompatible with the default mode, please select cross platform mode, before starting the screen sharing.


Mac Linux Java Version

ShowMyPC currently only supports 32 bit version of Mac for sharing screen in native mode. You can use Cross Platform mode on any system that supports Java. You should be able to View any remote screen, on your 32 or 64 bit Java enabled browser.

Steps to Verify the version of Java you have installed.
Make sure you are not logged in restricted or Guest mode on your Mac.
It is hard to debug on a specific Mac, you should try an other Mac (It helps isolate the problem).
Enable more debug information. Before you try to start the application on Mac please follow these steps:
Go to Applications/Utilities/Java Preferences/
Advanced > Java console > Show console

Once you start Firefox or Safari you will you will be able to see message, you may wait till they are complete and then send us that text from the open Java Console Window.

Quick Test

You may go to your custom domain.showmypc.com or Click Below
Mac OSX Desktop Sharing | Linux Viewer

Service Viewer Version on Mac

If you are using service viewer version of Mac and unable to connect make sure you use lower case host, email and password on your Remote Windows PC, when you install the service. Reset password by going on remote PC and Options > Install Service.