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AIRDESK / SUPPORT

Find help by error code

Enter an app error code (ERR-xxxx), an API detail code such as REMOTE_APPROVAL_BUSY, or a symptom to find the next steps.

Error code or symptom

100 results

Unclassified error

Note the code, failed stage and reason in the error window, or take a screenshot.

Sign-in failed or required

Check that you are signed in to the account used for the PC you want to access.

You do not have permission to connect or perform this action

Check that you are signed in to the account used for the PC you want to access.

Server request failed

ERR-1003 is a general server request failure. Find the detailed code, such as REMOTE_APPROVAL_BUSY, in the error reason and look it up below.

Remote PC is unavailable

Check that you are signed in to the account used for the PC you want to access.

Connection approval failed

Check that you are signed in to the account used for the PC you want to access.

Connection approval timed out

Check that you are signed in to the account used for the PC you want to access.

Invalid server response

Check that you are signed in to the account used for the PC you want to access.

Verify your new login network

Check your account email inbox and spam folder for the login verification email.

Login verification email could not be sent

The verification email could not be sent. Sign-in is incomplete because the new network has not been approved.

Sign in again to connect to other computers

Sign in again on this computer before connecting to other computers.

Saved sign-in expired or revoked

Your saved sign-in has expired or been revoked. Sign in again on this computer.

The computer date or time does not match the server

Check that you are signed in to the account used for the PC you want to access.

Could not find a direct connection route

Check that both PCs have internet access and the remote PC is powered on.

Direct UDP connection failed

Check that both PCs have internet access and the remote PC is powered on.

Direct UDP connection attempt timed out

Check that the remote PC is on and both devices have internet access, then try connecting again.

Secure handshake timed out

Check that both PCs have internet access and the remote PC is powered on.

Could not verify the host identity or session authorization

Check that both PCs have internet access and the remote PC is powered on.

Local UDP port is unavailable

Check that both PCs have internet access and the remote PC is powered on.

The connection ended unexpectedly

Check that both PCs have internet access and the remote PC is powered on.

The remote session authorization is no longer valid

Check that the remote PC can reach the internet and the AirDesk server.

Could not start the remote screen renderer

Check that the display you want to use is connected to the remote PC and powered on.

Could not start the video decoder

Check that the display you want to use is connected to the remote PC and powered on.

Could not capture the remote PC screen

Check that the display you want to use is connected to the remote PC and powered on.

Video encoding failed on the remote PC

Check that the display you want to use is connected to the remote PC and powered on.

Virtual display operation failed

Check that the display you want to use is connected to the remote PC and powered on.

The first video packet has not arrived

Check that the display you want to use is connected to the remote PC and powered on.

The first video frame is incomplete

Check that the display you want to use is connected to the remote PC and powered on.

Video decoding failed or stalled

Check that the display you want to use is connected to the remote PC and powered on.

Decoded video is not showing on screen

Check that the display you want to use is connected to the remote PC and powered on.

Audio operation failed

Check whether the speaker, mouse, keyboard or gamepad works outside the remote session.

An input operation failed

Check whether the speaker, mouse, keyboard or gamepad works outside the remote session.

Virtual gamepad error

Check whether the speaker, mouse, keyboard or gamepad works outside the remote session.

Operating system permission is required

Check whether the speaker, mouse, keyboard or gamepad works outside the remote session.

Could not start the remote process

Save any ongoing work, then close and reopen the app.

Remote process exited before the first frame

Save any ongoing work, then close and reopen the app.

Stage completion was not reported in time

Save any ongoing work, then close and reopen the app.

Could not apply the settings

Save any ongoing work, then close and reopen the app.

Local file or interprocess communication failed

Save any ongoing work, then close and reopen the app.

Could not start the host

Save any ongoing work, then close and reopen the app.

ACCOUNT_CLOSURE_REGION_UNAVAILABLE

Account closure information is temporarily unavailable

Account closure could not finish because information in another account region could not be checked.

CHECKOUT_DISABLED

Checkout is currently unavailable

Checkout is currently unavailable for this selection. Check the payment options shown on the plans page.

CLIENT_LOGIN_REQUIRED

Sign in again to connect to other PCs

Sign in again in the app on this computer to connect to other PCs.

COMPUTER_ACCOUNT_REGION_CONFLICT

This computer belongs to another account region

Check the account that registered this computer and the account currently signed in.

COMPUTER_TIER_REQUIRES_PRO

Changing a computer tier requires Pro

Changing a computer tier requires Pro or higher.

COUPON_AMOUNT_INVALID

The payment amount is not eligible for this discount

Check the selected plan and discount, then choose another coupon or payment option.

COUPON_DUPLICATE

This coupon code has already been issued

Check whether this coupon code has already been issued instead of repeatedly issuing it.

COUPON_INELIGIBLE

This account or order is not eligible for the coupon

Check the coupon code, expiry date, and eligible account and plan conditions.

This coupon is not valid

Check the coupon code, expiry date, and eligible account and plan conditions.

COUPON_KIND_MISMATCH

Use this coupon in the correct place

Check the coupon type. Apply discount coupons during checkout.

COUPON_PLAN_MISMATCH

This coupon does not apply to the selected plan

Check the coupon code, expiry date, and eligible account and plan conditions.

DEVICE_IDENTITY_CONFLICT

This computer has conflicting device registration

Check the original and destination computers if you copied the app profile or migrated it.

DEVICE_IDENTITY_FRESH_LOGIN_REQUIRED

Sign in again before changing this device's account

Sign in again in the AirDesk app on this computer.

DEVICE_IDENTITY_LEGACY_ENROLLMENT_REQUIRED

Verify this device with its previous account

Sign in once with the account previously used on this PC to finish enrolling the device.

DEVICE_IDENTITY_PROOF_REQUIRED

A fresh device check is required

Update AirDesk on this computer and sign in again.

ENTERPRISE_MFA_REQUIRED

Your organization requires two-factor authentication

Your organization requires two-factor authentication. Enable it in the website security settings.

ENTERPRISE_RELAY_DISABLED

Enterprise relay fallback is not enabled

Ask your administrator whether Enterprise relay fallback is enabled for the organization.

HOST_ALREADY_RUNNING

A host is already running on this PC

Check whether an AirDesk host is already running on this PC.

HOST_SNAPSHOT_CHANGED

The computer or connection list has changed

Refresh the computer list or connection management page to load its latest state.

HOST_UPDATE_REQUIRED

The remote PC needs an app update

Update AirDesk on the remote PC you want to connect to.

INVALID_CREDENTIALS

Check your email or password

Check your email and password, then sign in again.

INVALID_MQTT_ENROLLMENT

Realtime connection registration is invalid

Update AirDesk on this computer and sign in again.

INVALID_TWO_FACTOR_CODE

The two-factor authentication code is invalid

Enter the latest six-digit code from your authenticator app.

IP_VERIFICATION_EMAIL_FAILED

The sign-in verification email could not be sent

Sign-in is incomplete because the verification email could not be sent.

IP_VERIFICATION_REQUIRED

Verify the new sign-in by email

Look for the sign-in verification email in your inbox and spam folder.

LOGIN_SESSION_REVOKED

Your sign-in has expired or been revoked

Sign in again in the AirDesk app on this computer.

MCP_BRIDGE_LIMIT

Too many PCs are connected to online MCP

One account can connect at most 5 PCs as online MCP bridges at the same time.

MCP_KEY_FIELD_INVALID

Check the API key form

The server did not accept one of the values in the API key form.

You cannot create more API keys

One account can have at most 10 active API keys.

MCP_KEY_NOT_FOUND

The API key was not found

This account has no API key with that ID.

MCP_ONLINE_DISABLED

Online MCP is not available yet

Online MCP has not been enabled for this account yet.

The authentication code for creating the API key was not accepted

Creating an API key requires the 6-digit code from your authenticator app, and the code was missing or not accepted.

MCP_REAUTH_PASSWORD

The password for creating the API key was not accepted

Creating an API key requires your current account password, and the one you entered was not accepted.

MQTT_AUTHORIZER_UNAVAILABLE

Realtime connection authentication is unavailable

Check the AirDesk app and your internet connection, then try again shortly.

MQTT_CONFIGURATION_UNAVAILABLE

The realtime connection service is not ready

Check the AirDesk app and your internet connection, then try again shortly.

MQTT_CONNECTION_CHANGED

Your realtime connection has changed

Update AirDesk on this computer and sign in again.

MQTT_CONNECTION_PENDING

The realtime connection is getting ready

The realtime connection is still getting ready. Wait briefly and try again.

MQTT_CONNECTION_REQUIRED

A realtime connection is required

Update AirDesk on this computer and sign in again.

MQTT_ENDPOINT_UNAVAILABLE

The realtime connection server is unavailable

Check the AirDesk app and your internet connection, then try again shortly.

MQTT_LOGIN_REQUIRED

Sign in to use the realtime connection

Sign in again in the AirDesk app on this computer.

An app with realtime connection support is required

Update AirDesk on the remote PC you want to connect to.

MQTT_ROLE_FORBIDDEN

This device is not allowed to use that connection role

Check whether this account is allowed to share or connect to this PC.

REGION_UNAVAILABLE

The AirDesk region that holds your account is temporarily unreachable

The online MCP call could not reach the region where your account is stored, and it was not counted toward your usage.

REGISTRATION_LEGAL_VERSION_CHANGED

The sign-up terms have changed

Refresh the sign-up page and review the latest terms and privacy notice.

RELAY_PROVIDER_UNAVAILABLE

The relay service is temporarily unavailable

The relay connection service is temporarily unavailable. Try connecting again later.

RELAY_REQUIRES_ENTERPRISE

Relay fallback requires Enterprise

Relay fallback is available only for authorized Enterprise connections.

RELAY_SESSION_EXPIRING

The session is too close to expiry for relay

The current session is too close to expiry to open a relay. End it and start a new connection.

RELAY_UPDATE_REQUIRED

Both apps need an update to use relay fallback

Update AirDesk on both the remote PC and the connecting device.

REMOTE_APPROVAL_BUSY

The remote PC is waiting for a response to another request

The remote PC has an unanswered connection request. Wait until the host responds or the displayed retry time ends.

REMOTE_APPROVAL_COOLDOWN

Connection requests are temporarily limited

A rejection or repeated requests in a short time can temporarily limit connection requests.

Your sign-in ended before the API key could be created

Your login session was revoked while the API key was being created, so no key was created.

SESSION_MANAGEMENT_REQUIRES_PRO

Website session management requires Pro

Website session management requires Pro or higher.

TWO_FACTOR_REQUIRED

Turn on two-factor authentication first

API keys can only be created on an account with two-factor authentication turned on.

WAKE_NO_HELPER_ONLINE

No other AirDesk device is online on the same network

Sending a wake signal requires another signed-in AirDesk device that is online on the same network as the target computer.

WAKE_ON_LAN_DISABLED

Remote boot is turned off for this computer

The computer's owner has turned off remote boot for this computer.

WAKE_ON_LAN_UNAVAILABLE

Remote boot is not available on this computer

Remote boot is not enabled on this computer, or its MAC address has not been registered.

MCP_OAUTH_CLIENT_INVALID

This MCP client request cannot be verified

The AI app's registration or its return address is not valid.

MCP_OAUTH_PKCE_REQUIRED

This AI app does not support the secure sign-in method

AirDesk only connects MCP clients that use PKCE (S256).

MCP_OAUTH_REQUEST_INVALID

The connection request is malformed

A value in the AI app's connection request is not in an accepted format.

MCP_OAUTH_RESOURCE_INVALID

The request is for something other than AirDesk MCP

This approval page only grants access to AirDesk online MCP (mcp.airdesk.co.kr).