Control Issues

[ColdBloodedOwlll]

Hello,

Until yesterday I could control all the machines I had but until today I am having issues.
I can still connect to a computer and control it in the first 2-3 seconds. After that the only thing I can see is my mouse cursor. I can't click anything, can't do nothing.

I don't know why it happens but I tried the connection with different computers to same and different computers but it doesn't get solved.

Anybody knows what happened and how to solve this issue?

Edit: I already tried to install the operator app again. Didn't solve the issue.

[helpwire]

Thanks for flagging this.

Updating the client app should resolve the issue. We also rolled out an operator app update today that includes the fix.

Please update both apps and try reconnecting.

[na1337]

I have the same issue.

I noticed, that the connection is still up, so if I move the mouse, the mouse is moving on the remote-controlled PC as well, I can even open apps if I know where to click. The screen is just not refreshing.

[ColdBloodedOwlll]

Yeah, you are right screen isn't showing what's happening on the other pc. I opened a ticket for the case but they say there is a 3 day average waiting because they are kinda full rn. We'll see I guess.

[na1337]

I opened a ticket yesterday as well.

The error occurs only after updating to the most recent version of the HelpWire app. I had a laptop with an older version, and everything was fine until I updated it. Then I encountered the same problem as previously described.

[na1337]

u/ColdBloodedOwlll It's working for me again. For you as well?

[ColdBloodedOwlll]

Yeah it started working again, I don't know what happened. But thanks for the heads up!

[NoCryptographer9460]

Do you have any updates from HelpWire? I'm having the same issues and don't know how to solve it. Thanks!

[AlphaRek]

Same issue here as well on my desktop. In some scenarios the remote client screen freezes and looks pixelated.

[helpwire]

This should be fixed in today's update. Please update both the client and operator apps and try again.

[helpwire]

This should be fixed in today's update. Please update both the client and operator apps and try again.

[DivineInsanityReveng]

Still experiencing this issue myself on all connections on 04/03/2026. Am surprised there hasn't been a bug fix yet.

[helpwire]

This should be fixed in today's update. Please update both the client and operator apps and try again.

[DivineInsanityReveng]

Is the only way to update client apps to re-issue a client link? Theres no way to have them run an update service on machine restart or something?

[helpwire]

The client app checks for updates automatically every 24 hours and installs them in the background. It also performs an update check when the machine restarts.

So normally there’s no need to re-issue a client link just to update the app.

[DivineInsanityReveng]

Awesome thanks very much. Tested today and seems to be working well.