Troubleshooting
Connection Messages
These messages appear when Remotle cannot connect to a workstation. Each message offers Try again where retrying can help, and a reference you can copy.
This machine could not be verified
Section titled “This machine could not be verified”What you see
“This machine could not be verified. Do not enter credentials. Contact support.”
What it means
Remotle could not confirm that the workstation is the one you asked for. Remotle has stopped before anything was sent.
What to do
- Do not enter a password.
- Contact your account manager and send the reference.
Your sign-in and access
Section titled “Your sign-in and access”| Message | What to do |
|---|---|
| Please sign in again | Your sign-in has expired. Remotle signs you in again automatically. |
| Machine not assigned | The workstation is not assigned to your account. Contact your administrator. |
| Connection not authorised | Contact your administrator. |
| Machine assignment problem | Contact support. |
| Organisation pending approval | Your organisation is awaiting approval. You can sign in once it has been approved. |
Licences
Section titled “Licences”| Message | What to do |
|---|---|
| This machine’s licence isn’t active | Your organisation’s administrator can renew or reassign it. |
| This machine isn’t licensed yet | Your organisation’s administrator needs to assign a licence to it. |
| Couldn’t check this machine’s licence | The licence service didn’t answer. Try again in a few minutes. |
Your network
Section titled “Your network”| Message | What to do |
|---|---|
| This device is offline | Connect this device to the internet, then try again. |
| This device’s network connection dropped | Check this device’s internet connection, then try again. |
| Couldn’t reach Computle | Check your network connection and try again. If it continues, run Diagnostics. |
| Couldn’t check your machines | Computle could not be reached. Check your connection and try again. |
The workstation
Section titled “The workstation”| Message | What to do |
|---|---|
| Machine not connected | The workstation isn’t connected to Computle. Try again, and contact support if it keeps happening. |
| Couldn’t reach this machine | The workstation is registered but isn’t answering. Try again. |
| Connected to this machine, but its desktop didn’t appear | Try again. |
| Machine is under maintenance | The workstation can’t be connected to until maintenance ends. |
Updates
Section titled “Updates”| Message | What to do |
|---|---|
| Update required | Update Remotle. Open Settings, About and click Check for updates. |
Other messages
Section titled “Other messages”| Message | What to do |
|---|---|
| Couldn’t connect | Try again, and contact support if it keeps happening. |
| Too many attempts | Wait a moment and try again. |
| Computle is moving your connection to another server | Try again. |
| The connection to Computle timed out | Try again. |
| Couldn’t verify this machine’s certificate | Try again, and contact support if it keeps happening. |
| Computle couldn’t open a route to this machine | Run Diagnostics. If Relays fails, allow outbound UDP 4443. See Network Requirements. |