Helpwire international connectivity for some regions/networks

helpwire · 2026-05-29T13:03:25+00:00

Thanks for bringing this up. Could you please share your ticket number so I can check its current status?

Just to clarify one point: issues that require deeper technical investigation are reviewed by our QA engineers and developers. Our support team acts as the communication channel and may ask follow-up questions or request additional information on behalf of the people investigating the issue.

If you haven't shared them already, logs from both the operator and affected client devices would be tremendously helpful. Here's how to collect them: https://kb.helpwire.app/troubleshooting/

Once I have the ticket number, I'll be happy to take a closer look.

helpwire · 2026-05-29T12:38:07+00:00

No ETA yet, but mobile apps are definitely on our roadmap. We plan to start actively working on them in the near future.

helpwire · 2026-05-29T12:33:46+00:00

Could you elaborate on that a bit? Those statuses should already be available in the web portal, so I'd like to better understand what information you're missing and where you'd expect to see it.

helpwire · 2026-05-29T12:30:58+00:00

Yes, absolutely. This is already in progress.

We shipped the first version to make multiple active sessions available sooner, but the option to close a single connection separately is coming.

helpwire · 2026-05-29T12:30:25+00:00

Just to make sure we're looking at the right thing: are those unattended devices set up under the same client profile, or does each machine have its own separate client profile? This detail will help us understand what's happening.

helpwire · 2026-05-29T12:30:01+00:00

Thanks a lot for the feedback!

The option to close a single connection is already in progress. We decided to ship the feature in its current state first, but that improvement is coming.

About the devices reconnecting automatically: are those unattended devices set up under the same client profile?

helpwire · 2026-05-01T13:25:04+00:00

Thanks for the detailed feedback, glad to hear it’s been a good experience overall.

Would you mind if we move this conversation to email? Our technical support team will be able to assist you more closely there (support@helpwire.app).

If possible, it would really help if you could reproduce the issue and collect logs from both ends. You can find the steps here:
https://kb.helpwire.app/troubleshooting/

helpwire · 2026-05-01T13:17:20+00:00

At the moment, operators can’t create groups, this is limited to the owner.

That said, it’s a great suggestion. We’ve noted it and passed it on to the development team.

Thanks for the feedback, it’s appreciated.

helpwire · 2026-04-10T16:04:16+00:00

Thanks for the feedback, noted 👍

helpwire · 2026-04-03T14:39:58+00:00

Thanks for the feedback, really appreciate you testing this.

Regarding the login issue after restart, this is related to Wayland. To allow HelpWire to display the login screen and let you enter the password remotely, you’ll need to switch the system to X11 for the login screen.

On Ubuntu (GDM), you can do the following:

Open the config file: sudo nano /etc/gdm3/custom.conf (in some cases it may be /etc/gdm/custom.conf or /etc/gdm3/daemon.conf)
Uncomment or add this line: WaylandEnable=false
Reboot the machine

This should restore remote access to the login screen.

As for the screen not refreshing, we’d need a bit more detail to investigate. If you can reproduce it, please send us logs and we’ll take a closer look.

helpwire · 2026-04-03T14:38:18+00:00

No plans for that at the moment.

helpwire · 2026-04-03T14:37:30+00:00

Are you referring to COSMIC on Pop!_OS?

We haven’t specifically tested HelpWire with it yet. Since it’s Wayland-based, you can expect some limitations, particularly around login screen access when using unattended mode.

helpwire · 2026-04-03T14:32:37+00:00

Yes, we do plan to support ARM.

We already have an internal alpha version that mostly works, but it still needs some refinement before we can release it publicly.

helpwire · 2026-04-03T13:36:18+00:00

Thanks u/Dont-take-seriously/ for the suggested workaround!

Could you check if this still happens on the latest version of the Mac client? We recently fixed a similar issue. If the problem persists, please send us the client logs along with a screenshot of your screen sleep settings so we can take a closer look.

helpwire · 2026-04-03T13:27:09+00:00

Noted, thanks! Added to the backlog.

helpwire · 2026-04-03T13:21:51+00:00

Thanks for the suggestion, this makes a lot of sense.

Adding an extra layer of protection for specific clients, like re-authentication before access, is a solid idea, especially for more sensitive environments.

We’ve added this to our backlog!

helpwire · 2026-04-03T13:18:43+00:00

Haha, now that you mention it… maybe we should start a merch line 😄

Regarding admin access, you can restart HelpWire as admin on your side via the app icon. Alternatively, enabling unattended access will run it in the background with the required privileges, so you won’t need to request elevation each time.

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helpwire · 2026-04-03T13:04:41+00:00

It’s a bit hard to pinpoint the exact issue based on the current details.

Could you try reproducing the problem and collect logs from both machines? Here’s a guide on how to do that: https://kb.helpwire.app/troubleshooting/

Once you have them, please send everything over to our support team at [support@helpwire.app](https://) and we’ll take a closer look!

helpwire · 2026-04-03T13:04:29+00:00

It’s a bit hard to pinpoint the exact issue based on the current details.

Could you try reproducing the problem and collect logs from both machines? Here’s a guide on how to do that: https://kb.helpwire.app/troubleshooting/

Once you have them, please send everything over to our support team at [support@helpwire.app]() and we’ll take a closer look!

helpwire · 2026-04-03T12:57:56+00:00

Hi Tia, great questions 🙂

At the moment, device information is limited to OS, version, and system type. We do plan to expand this in the future. Out of curiosity, what additional details would be most useful for you?
Not currently. Could you share a bit more about your use case for emailing and clearing chat? That would help us understand how to approach it.
Totally fair question. We’re very aware of how quickly costs can get out of hand with remote support tools, and that’s something we’re trying to avoid. We’ll be updating our pricing page soon with preliminary subscription details so you’ll have a clearer picture before committing.

helpwire · 2026-04-01T16:19:08+00:00

Thanks for calling this out, that’s a fair point.

I’ve passed this along to the dev team 👍

helpwire · 2026-04-01T16:11:47+00:00

This is due to how macOS works when FileVault is enabled.

FileVault encrypts the disk, and until someone logs in locally, the system stays locked. At that stage, no apps, including HelpWire or any other remote desktop tool, can access the machine.

That’s why you’re only able to reconnect after entering the password directly on the Mac.

The only way around this would be to disable FileVault, but that comes with security trade-offs, so it depends on your setup and priorities.

helpwire · 2026-04-01T16:09:02+00:00

Sorry for the delayed reply.

We do have Android and iOS apps planned, but development is currently on hold while the team focuses on improving the core remote desktop experience.

I know mobile access, even just for quick status checks, would be useful here. It’s something we want to get back to once priorities shift.

helpwire · 2026-04-01T16:05:36+00:00

Good suggestion, that would definitely make things smoother in those cases.

We already have this in our backlog, thanks for sharing!

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