Troubleshooting
Diagnostics
Diagnostics checks every service your device needs to connect.
Run a connection test
Section titled “Run a connection test”-
Open Settings.
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Open Diagnostics.
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Click Run Test.
Remotle shows “Checking every service this device needs…” and then the results.
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Click Copy Diagnostics to copy the results and paste them into a message to support.
| Group | What it checks |
|---|---|
| This device | This device’s own network connection |
| Services | Sign-in, workstation list, portal, updates and downloads |
| Rendezvous | Connection set-up |
| Relays | Each Computle relay, on UDP 4443 |
| STUN / Your network | Network address discovery, and the kind of network you are on |
A failure in Relays or STUN usually means UDP is blocked. See Network Requirements.
Your Support Code
Section titled “Your Support Code”Settings, Diagnostics shows Your Support Code. Quote this code when you contact support. Click Copy Support Code to copy it.
Network path
Section titled “Network path”Settings, Preferences, Network Path controls how Remotle reaches your workstation:
| Option | What it does |
|---|---|
| Auto | Lets the client choose the fastest working path. Recommended. |
| Prefer direct | Tries a peer-to-peer path before any relay. |
| Relay only | Always goes through a Computle relay. |
If the preferred path is unavailable, Remotle uses the other one. Last connection shows which path the previous session used.
Logs are sent to Computle automatically while you are signed in, so support can usually see them without asking. Settings, Logs has Open Logs Folder.
%LOCALAPPDATA%\Computle\Stream\ and C:\ProgramData\Computle\Remotle\Logs\.
~/Library/Logs/Computle/, one file per launch, kept for 28 days.
~/.local/state/computle-stream/logs/, the last 30 runs.
Settings, Logs, Share Log.