Start with these checks
- Check that both PCs have internet access and the remote PC is powered on.
- Start the host in the remote PC’s app, then refresh the computer list on the PC you are connecting from.
- If another attempt fails, send support a screenshot of the error. On a company network, ask your administrator whether app connections are allowed.
Advanced diagnostics · for administrators and support
Compare the route/punch logs and NAT settings on both PCs. The timeout alone does not identify which device blocked the connection.
The host is the remote PC; the client is the PC you connect from. If you cannot locate logs, start by sending the error code and detailed reason from the error window.
The error code alone does not show whether a device failed or a firewall blocked the connection. Check the detailed reason and logs as well.