Matrix Remote We're here to help.
Never
What we will never ask
Matrix Remote support never asks for a pairing code, a check number or an access password, never asks you to press Allow, and will never ask to pair with your computer. Anyone who does is not us.
Common questions
The other computer never sees my request.+
Check that Matrix Remote is running there and Paired computers can ask to connect is on. Not reachable now on the Viewer means it can't be reached at the moment. Once our relay checks licences, it can be reached over the internet through our relay only when the computer you connect to has a licence or is in its test period.
It says the pairing code is wrong or expired.+
A code works once and only for 5 minutes. Press Pair a new Viewer again on the Receiver for a fresh one.
The two check numbers are different.+
Press They don't match on both computers. Nothing is saved. Try again; if they still differ, don't pair on that network.
I can see the screen but can't click or type.+
On a MacThe Receiver needs Accessibility (This Mac ▸ Permissions), or the session is view only. Check Can control is ticked for your computer on the Receiver.
On WindowsThe session may be view only: check Can control is ticked for your computer on the Receiver. Admin (UAC) prompts can't be controlled remotely on Windows.
The picture is slow or blurry.+
Look at the connection label. Through our relay is slower than same network or direct. Choose Speed for smoothness or Sharp for crisp text. Switch off Always use the relay if you turned it on.
The session ended by itself.+
A session ends when the person at the Receiver presses Stop, when the Receiver stops sharing its screen (for example a display was unplugged), when the connection is lost for a minute, and after 8 hours at most. A session with control also ends after 30 minutes without any mouse or keyboard from the Viewer; a view-only session doesn't.
I locked myself out with the access password.+
Five wrong tries lock unattended access for 5 minutes, and longer after that. Wait, or ask someone at the Receiver to press Allow.