FAQ

If you have a question that’s not answered below, please email us at [email protected]

  • Remote Mouse
    • Failed to connect to my computer?

      Please refer to the following entries for troubleshooting.

      1. Make sure that the Remote Mouse computer server is running rightly on your computer.
      2. Your computer's firewall or anyother anti-virus software is not blocking Remote Mouse.
      3. The Wi-Fi option of your mobile device is on.
      4. Your mobile device and computer are connected to the same Wi-Fi, or the same personal hotspot.
      5. Try to manually connect by scanning the QR code or entering your computer's IP address which both can be found on the computer server.
      6. If you have successfully connected to this computer before, you can also try to connect via history.
      7. Some router settings may affect connection. Find and click on the currently connected Wi-Fi in your mobile device Settings, select "Forget this network" and then reconnect.
      8. Try to reboot both of your router and mobile device.
      9. If you are using server version 2.57 and have set up a connection password, make sure the Remote Mouse app on your mobile device is also update to date.

    • Unable to use after upgrading Mac to macOS Mojave?

      The macOS Mojave has enhanced security and privacy protection, so you must grant access for Remote Mouse, otherwise it will not be able to work. Check this video or follow the below instructions to set up.

      The first time that you use Remote Mouse under Mojave, you will be prompted to grant access. Please choose "Open System Preferences" and add Remote Mouse to Accessibility

      If you did not operate correctly in the above steps, MacOS will not prompt again, so please do it manually:
      1. Click the Apple Logo icon in the upper left corner of your screen, and select "System Preferences"
      2. Select "Security & Privacy"
      3. Switch to "Privacy" and select "Accessibility"
      4. Click the lock icon in the lower left corner and enter your Mac password to unlock it
      5. Click the plus sign and add Remote Mouse to the whitelist
      6. Click the lock icon again to prevent further changes (optional)

    • Failed to make In-App Purchase? (iOS)

      1. Please go to your iPhone's Settings -> General -> Restrictions. Make sure the "In App Purchase" is turned on.
      2. Reboot your device and try to purchase again. Don't worry about paying extra fees, the App Store won't charge twice for the same item.

    • I made purchases in the FREE version, can I use them in the PRO version? (iOS)

      Yes. Please make sure that the FREE and PRO version on your phone are both higher than version 3.1. Open the PRO version, go to "Manage Purchases" and select "Import from Free version".

    • How to drag a window?

      Place the mouse cursor on a program window's title bar on the computer. Double tap, hold and move with one finger on your device. If you are using the iOS version, it also supports dragging with three fingers.

    • How to change the scrolling direction in a window?

      Go to "Settings", turn on or off "Scrolling Direction: Natural".

    • How to disconnect with my computer?

      On iPhone, exit the app or lock your screen will automatically disconnect.
      On iPad, click "Disconnect" in the "Home" screen.
      On Android devices, tap the "Back" button.

    • I can't type non-English characters correctly. (iOS)

      On iPhone, go to "Settings", turn on "Keyboard buffer". Text will not appear on the computer synchronously while you are typing. You need to press "Enter / Return" to send the text to the computer.

    • My antivirus software detects virus?

      The Remote Mouse computer server requires certain computer privileges in order to communicate with the mobile app. Some anti-virus software may classify it as a virus, but in fact the software itself does no virus behavior.

      Also make sure you are downloading Remote Mouse from official sources to ensure its security.

    • How to get my computer's QR code?

      Run Remote Mouse on your Mac / PC. Click Remote Mouse icon on the taskbar (top right on Mac, bottom right on PC) and choose "Show QR code" on the pop-up menu.

    • How to get my computer's IP address?

      Run Remote Mouse on your Mac / PC. Click Remote Mouse icon on the taskbar (top right on Mac, bottom right on PC) and choose "Show IP Address" on the pop-up menu.

    • How to protect my computer from being connected by other people?

      Click Remote Mouse icon on the taskbar (top right corner on Mac, bottom right corner on PC), choose Settings" -> Set password for your computer -> Apply

    • How to reset / change password on the server?

      Click Remote Mouse icon on the taskbar (top right corner on Mac, bottom right corner on PC), choose "Settings" -> Click "Reset".

      In the "Settings" Window, enter your new password directly in the text fields, click "OK" to change to a new password.

    • Can I use Remote Mouse under 3G/4G Network?

      Yes.

      Method 1. Open your mobile phone's personal hotspot. Connect your computer to your mobile phone's hotspot. Remote Mouse will not consume your 3G data. But meanwhile, make sure there is no other data consumption activity on your computer.

      Method 2. If your computer is connected to Internet via a router, you need to set your router's Port Forwarding to TCP 1978 / UDP 1978, then visit whatismyipaddress on your computer to acquire the IP address.

      Open Remote Mouse on your mobile device, enter the acquired IP address to connect.

      If your computer is connected to Internet directly, please visit whatismyipaddress on your computer to acquire the IP address. Then open Remote Mouseon your mobile device, enter acquired the IP address to connect.

    • Can I use Remote Mouse without Wi-Fi?

      1. If you use a Mac with airport mode, click the Apple icon on the top left corner. Select "System Preferences" -> "Sharing" -> "Internet Sharing". Your Mac will be transformed into a Wi-Fi hotspot. Then connect your mobile device to your Mac's Wi-Fi.

      2. If you use Windows 7, you can install Connectify which can transfer Windows 7 into a Wi-Fi hotspot.

    • Is Remote Mouse compatible with OSX 10.5 and 10.6?

      We have stopped updating for OSX below 10.7, but you can still click here to download the server compatible for Mac OSX 10.5 and 10.6 (32bit). Please note that some latest features are NOT supported in this version.

    • How to know if Remote Mouse is running on my computer?

      Since the Remote Mouse computer server works in the background, it does not have a usual active window. You will find the Remote Mouse icon on the computer taskbar if it is running.

    • I got an "Already Running?" notification, but Remote Mouse is not running on my PC.

      Normally this happens when the communication port (TCP 1978 / UDP 1978) is occupied, which will cause Remote Mouse to not start properly.

      If you have multiple user accounts logged in on your PC, please check if Remote Mouse is running under another account.

      If you do not have multiple user accounts, please check if another network software has used the same port.

    • How do I know when I should update the computer server?

      For Windows, the Remote Mouse server will automatically check version when starting up. Update reminder will be prompted if there is a new version available.

      You can also open the program window, go to "About" and click "Check for update".

      If you downloaded the server from the Mac App Store, it will show update reminder when a new version is available.

      Please note that the Mac App Store version only supports Mac OSX 10.7 or higher.

    • How to completely remove Remote Mouse from the computer?

      Be sure to quit the program before uninstall. Right click the Remote Mouse icon on the taskbar and select "Quit". Then follow the general uninstall process to uninstall.

    • What communication port does Remote Mouse use?

      TCP 1978 and UDP 1978.

  • Photo Transfer
    • Failed to connect to my computer?

      Please refer to the following entries for troubleshooting.

      1. Make sure that the Remote Mouse computer server is running rightly on your computer.
      2. Your computer's firewall or anyother anti-virus software is not blocking Remote Mouse.
      3. The Wi-Fi option of your mobile device is on.
      4. Your mobile device and computer are connected to the same Wi-Fi, or the same personal hotspot.
      5. Try to manually connect by scanning the QR code or entering your computer's IP address which both can be found on the computer server.
      6. If you have successfully connected to this computer before, you can also try to connect via history.
      7. Some router settings may affect connection. Find and click on the currently connected Wi-Fi in your mobile device Settings, select "Forget this network" and then reconnect.
      8. Try to reboot both of your router and mobile device.

    • Can I use Photo Transfer under 2/3/4G network?

      Yes. Enable your mobile phone's Personal Hotspot. Then connect the other device or computer to this hotspot and start transter. Using Photo Transfer itself does not consume your data usage, but make sure your device has no other data consumption activity.

    • Some photos were compressed after transferring?

      The maxium image size on an iOS device is restricted to 3840px*2160px. Therefore, any picture exceeds the limitation will be auto resized.

    • How to change the target folder on my computer?

      Click the server icon on your computer taskbar to open the program window. Choose Settings and change the target folder directory.

    • My antivirus software detects virus?

      The Remote Mouse computer server requires certain computer privileges in order to communicate with the mobile app. Some anti-virus software may classify it as a virus, but in fact the software itself does no virus behavior.

      Also make sure you are downloading Remote Mouse from official sources to ensure its security.

    • The password set on the computer server is invalid?

      Our server program supports not only Photo Transfer, but also Remote Mouse. Currently, the password protection only works with Remote Mouse.