Frequently Asked Questions
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Establishing connection:
Why can't I connect with the remote Host?
How to find out IP address of the remote PC?
How to access a remote PC behind the firewall?
How to control a PC with dynamically assigned IP address?
How to access a remote PC behind the router?
How to connect through the Proxy Server?

Common questions
Why do I see a blank screen while remote PC is in full screen DOS mode?
Why the remote screen sometimes looks so ugly?
How can I speed up the program's performance?
How safe is Remote Control PC to use?
I've found a bug in you program. How can I report it?
I don't find the answer. How to contact your support team?

Program usage
How to update all copies of program to the new version?
How can I send Ctrl-Alt-Del combination to the remote PC?
How can I hide the tray icon of the Host Module?
How to transfer files to or from a remote PC?
How to prevent a closing of Host Module?
How to determine which remote computer I'm controlling now?
How to copy the Remote Control PC address book from one computer to another?


Licensing and registration
How many licenses I need?
How to purchase the program? It there a volume discount?
I've lost my registration code. What should I do?




Establishing connection

Why can't I connect with the remote Host?

Possible reasons of the problem in Account Connection mode:      
      
1. Host Module is not started on the remote computer.      
2. "Use Account Connection service" option is disabled in the Host Module settings.  
3. Remote PC is turned off or has no Internet/LAN connection.      
4. Firewall or Antivirus protection on the Host/Admin computer is used (read more...)      
5. You are accessing Internet via Proxy server (more...)      
 
Possible reasons of the problem in Direct Connection mode:  
 
1. IP-address/name of the remote Host computer was changed (it is dynamical) or you try to connect via incorrect IP address.  
2. Host Module is not started on the remote computer.  
3. Remote PC is turned off or has no Internet/LAN connection.  
4. Firewall or Antivirus protection on the Host/Admin computer is used (read more...)  
5. Host computer is located in the network behind the router and you want to access it via Internet. Read more...  
 
 
You can test whether you have direct connection with the remote PC using a Ping command in system console, example:  
 
ping 10.0.0.1  
 
ping myserver.mycompany.com      
   

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How to find out IP address of the remote PC?

If you want to connect to remote PC, but don't know remote IP address, please follow the next instructions:  
 
1.   User of remote Host PC should move his mouse pointer over the Host Module tray icon. The tool tip will show the list of IP addresses.  
2.   Remote user should provide you with IP address by phone or e-mail.  

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How to access a remote PC behind the firewall?

Remote connection is impossible when Firewall blocks our program. You don't need to configure internal Windows Firewall as our program configures it automatically, but third-party firewalls may require manual configuring.  
 
1) If you are using Account Connection mode, please, configure firewall to allow our program outgoing connections via ports 443 and 80:  
 
Please, add the following modules into Firewall allow list on the Host machine:  
c:\program files\Remote Control PC 2\apc_host.exe  
c:\program files\Remote Control PC 2\apc_hostConig.exe  
 
Please, add the following modules into Firewall allow list on the Admin machine:  
c:\program files\Remote Control PC 2\apc_admin.exe  
 
2) If you are using Direct Connection mode:  
 
Please, open TCP ports 5277 and 4277 on the Host PC and allow incoming connection for the following module:  
c:\program files\Remote Control PC 2\apc_host.exe.  
Add this file into the Firewall allow list  
 
Please, allow outgoing connections via ports 5277 and 4277 on the Admin PC for the following module:  
c:\program files\Remote Control PC 2\apc_admin.exe  
 
 
Read more here: Firewall Configuration  

 

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How to control a PC with dynamically assigned IP address?

Our software has two connectivity modes: Direct Connection and Account Connection.      

You will never have problems with IP addresses if you use Account Connection mode as you don't use IP address to connect with remote PC in this mode.  
 
But if you use Direct Connection mode: IP address of Host Module could be dynamically assigned; therefore you should find it out after the remote PC connection to the Internet. Someone on the remote side could tell you the remote IP address by phone or e-mail for example. After that you can connect to the remote computer using that IP address.  

If you are often compelled to be connected to the remote computer with a dynamically assigned IP-address, and nobody on the remote side can tell you the current IP, you can use some of services, such as www.no-ip.com. It will help you to know the IP address of the remote PC even if it often changes.  

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How to access a remote PC behind the router?

It is possible when Host computers are located in the LAN behind a NAT based router and you want to control them via Internet.  
You will not have any problems and obstacles if you use Account Connection mode to access these PCs as router doesn't require configuration in this case.  
 
However there is difficulty in Direct Connection mode: computers have no public IP addresses, i.e. addresses are private (192.168.x.x for example); and only a router has a public IP address (210.20.160.22 for example).  
 
You need to configure "Forwarding" on the router/firewall to control LAN computers from the Internet. You should configure the router to forward connections from a port on the router to a specific IP address and port of the target computer in your internal network. It is necessary to assign unique port on the router for every computer you need to control.  
 
Remote Control PC uses 2 TCP port 5277 and 4277 by default.  
 
How "port forwarding" works?  
 
Terminology:  
Port on the network PC is a private port. Network PC is private.  
Port on the router is a public port. Router is public.  
 
Router should forward traffic from its different public ports to different private computers  
 
Let's consider an example:

You have local network with 3 PCs and 1 router. Admin Module is located anywhere in the Internet, but not in this network.  
You want to control network PCs via Internet when you use the admin's PC.  
For example, public IP address of router is 210.20.160.22.  
Private IP addresses of network PCs are: 192.168.0.2, 192.168.0.3, 192.168.0.4  
In this case the configuration of the "port forwarding" can be the following:  
 
210.20.160.22 : 5277 -> 192.168.0.2 : 5277  
210.20.160.22 : 4277 -> 192.168.0.2 : 4277  
 
210.20.160.22 : 5278 -> 192.168.0.3 : 5278  
210.20.160.22 : 4278 -> 192.168.0.3 : 4278  
 
210.20.160.22 : 5279 -> 192.168.0.4 : 5279  
210.20.160.22 : 4279 -> 192.168.0.4 : 4279  
 
For connecting to some network PC via Admin Module you always use IP address of router (210.20.160.22), but unique pair of port numbers (5277 and 4277; 5278 and 4278; 5279 and 4279).  
You enter these values into the Admin Module address book ("Add new PC" button).  
 
Of course, on each Host PC you should change default ports in the Host Module settings.  
 
In this example for connecting with computer 192.168.0.3 you should enter in the admin address book:  
 
IP address: 210.20.160.22  
ports: 5278 and 4278  
 
On the Host PC 192.168.0.3 you should change default ports (via Host Module settings) to 5278 and 4278.  
 
You can read how to configure your router's model
here
.
 
 

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How to connect through the Proxy Server?

There is a way of connection to the remote Host through a HTTP Proxy server. It is HTTP-
tunneling.

   For realization of this opportunity you can use special external software, for example:

   HTTPort (
http://www.htthost.com
)

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Common Questions

Why do I see a blank screen while remote PC is in full screen DOS mode?

It happens because the current version of Remote Control PC cannot work with full screen text modes. However you can press Alt+Enter combination to switch the remote computer to the windowed text mode.  
 
Note: You can send keystrokes to the remote PC, only if you are working with the remote computer in Control mode.  

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Why the remote screen sometimes looks so ugly?

Sometimes while viewing the remote screen, it may look ugly. It happens when you are using "Low" or "Medium" color depth for Remote Screen window. To increase color depth you need to do the following: connect to a Host PC and click "Full Control" button. On the toolbar of the appearing Remote Screen window press "Settings "button. In the appearing dialog box select Performance/Quality tab and set the parameter Colors to "High".

 

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How can I speed up the program's performance?

In case of a poor performance of Remote Control PC while viewing of the remote screen, it is recommended (in order from most effective remedy to less effective):  

On the Host site:  
·Use better video adapter, CPU and latest video drivers.  
·Reduce color depth and screen resolution.  
·Remove wall-paper from the desktop.  
·Try to disable "Hardware acceleration" on the Host PC (Display Properties -> Settings -> Advanced -> Troubleshoot -> Set "Hardware acceleration" to "None")  
 
On the Admin side:  
·Start Admin Module, connect to remote PC in "Full Control" mode. Change bandwidth kind in the Settings dialog of Remote Screen Window according to your network capacity.  
·In Remote Screen Settings dialog: change "Colors" parameter to "auto" if your bandwidth capacity is high; or "Low" for slow dial-up connections.  
·In Remote Screen Settings dialog (Advanced Settings tab): turn on option "Remove Wallpaper".  

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How safe is Remote Control PC to use?

Remote Control PC is a secure remote control program. It has a large number of security features that can be used to defend PC from unauthorized remote access. Read detailed information about security features...  

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I've found a bug in you program. How can I report it?

Please send all requests/bug reports or comments/feature to us at support@remote-control-pc.com  
We will be very thankful for your requests.  

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I don't find the answer. How to contact your support team?

The technical and customer support are managed by our R&D Department in Ukraine (GMT+2 Time Zone). Please be patient if there is some time difference with your current location.  
For any technical questions, please contact us via email: support@remote-control-pc.com  
 
When contacting support team please specify:  
·Remote Control PC version and Windows version on the Admin and Host PCs.  
·The problem you faced and all other information that you think is related to the problem.  

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Program Usage

How to install or update Host Module on remote computers without visiting them physically?

If the Host computers are located in the same LAN as the Admin, you can install the Host Module remotely using the "Remote Installation" feature.  
This feature is integrated in the Admin Module, and you can run it via the "Tools" menu.  
Note: Before remote installation you need to download last installation package of our program to your Admin PC.  

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How can I send Ctrl+Alt+Del combination to the remote PC?

You can send Ctrl+Alt+Del combination to the remote computer in "Full Control" mode only. Also the Host Module must run as a system service on that remote PC. Use "Ctrl+Alt+Del" button on the toolbar of Remote Screen Window to send this keystroke to remote Host PC.  

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How can I hide the tray icon of the Host Module?

Open Host Module settings, select "Start" tab and then turn on "Hidden mode" option.  

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How to transfer files to or from a remote PC?

Remote Control PC contains "File Transfer" feature that allows you to transfer files between computers.  

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How to prevent a closing of Host Module?

A tray menu of the Host Module contains the "Exit" command to close the Host Module. Actually the user of remote computer should not be able to shutdown the Host Module, because the network administrator needs to have a stable access to the remote computer at any time. It is recommended to hide the tray icon on each workstation. Read how to hide tray icon..  
 
If Host Module runs as a simple application, user of Host PC can shutdown it using the Task Manager. Install Host Module as a system service to avoid this issue. You can do it via Host Module settings ("Start" tab). Only users with administrator's privileges will be able to stop the service through the Service Manager.  

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How to determine which remote computer I'm controlling now?

In the "Windowed" display mode look at the title of Remote Screen window, you will see the remote computer's display name.  
 
In the "Full-Screen" display mode, you should temporary switch to the "Windowed" mode, and look at the title window.  

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How to copy the Remote Control PC address book from one computer to another?

The address book is stored in the apc-addressBook.ini file in the work folder of Remote Control PC. You can simply copy this file to another computer.  

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Licensing and Registration

How many licenses I need?

If you want to use a program on N different computers, you need N single licenses (Single license authorizes the use of the software on a single computer: Host Module, Admin Module, or both modules simultaneously).  
Minimal quantity of licenses you can purchase is 2. If you are our customer already, you can purchase additional licenses (please contact our sales department) - we will send you new registration key for summary quantity of PCs.  
 
How many licenses do you need?  
It depends on the way you are going to use Remote Control PC and whether you are planning to control administrator's PC remotely. There are 2 ways to use licenses:  
 
1) Controlling any PCs from any place in the network.  
For example, you have local network with 4 PCs and you want to have fast remote access to any PC from any place in the network. In this case you should install Remote Control PC (both Modules) on each computer among these 4 PCs. You need registration key for 4 licenses. You should enter this key in Admin Module on each computer. After that you will be able to add 4 different PCs to the Admin Module's address book on each computer and you will have quick remote access to any PC from any place in the network.  
 
2) Controlling any PC from your computer only.  
For example, you provide help desk support and you want to have remote access to 4 PCs of your customers. In this case your customers should install Host Module of Remote Control PC on their computers. To use Host Module only, it is not necessary for your customers to register program. Registration is required for your PC only. You should have 5 single licenses (4 Hosts + 1 Admin). You will be able to add 4 different PCs to the Admin Module's address book on your PC and you will have remote access to them.  
 
NOTE: Each license is used to control some physically unique computer. So you can't control many computers via 1 shortcut in Admin address book by changing the shortcut properties, since the Admin Module remembers computers it has been connected to.  

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How to purchase the program? It there a volume discount?

You can purchase the program on-line via the software registration service by credit card, bank transfer or check. Please visit the registration page (
http://www.remote-control-pc.com/buy.html
) to purchase the registration key. There are some sale propositions and discounts for multi-licenses.

After purchasing you will receive an e-mail with registration key and instructions.
 

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I've lost my registration code. What should I do?

Contact our customer service via email sales@remote-control-pc.com and specify your registration data (Name, email, and so on). You will receive a new code via e-mail.  
 

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Frequently Asked Questions