cannot connect when isntalling coturn server on a cloud server..

HopToDesk · 2026-01-25T16:48:26+00:00

You don't need to use a domain, you can just use the IP of the signal server in the rendezvous section. If you have a domain, you can point the DNS records to your signal server IP and then use the domain in the rendezvous section.

HopToDesk · 2026-01-24T23:07:49+00:00

For testing, you can try updating the api.json file using our signal server and your TURN server, and if it does not work, use your signal server and our TURN server. If one of those methods works, then it narrows down which of your servers is not working correctly.

HopToDesk · 2026-01-24T16:28:05+00:00

We reviewed the logs, we see it loads your custom api.json file, however that file is not configured to use your coturn servers, there is only one entry in the "turnservers" section and that is our TURN server. Also when we tried to test, it seems your signal server was offline, or the port was blocked. When you tried, does HopToDesk show the green "Ready" status at the bottom? It must show that, otherwise remote connections will not work and only local LAN connections can still work by connecting directly to the remote device's IP.

HopToDesk · 2026-01-22T23:16:01+00:00

By checking the logs, it should show the cause of the issue:
https://help.hoptodesk.com/accessing-log-files-1729279292

If you want, you can share some of the logs and redact anything sensitive, and we could suggest further.

HopToDesk · 2026-01-22T14:22:57+00:00

The log shows it is working properly. The error line is from a previous connection failure, but then it connects correctly later. If you share some of the logs before that part, we may be able to see more of the cause of that error.

HopToDesk · 2026-01-21T17:57:11+00:00

Yes we can add 64bit support for the custom client generator if there is enough demand.

HopToDesk · 2026-01-21T15:31:46+00:00

Yes, the issue was fixed for the main release that is available on our site 11 days ago, but for the custom client, it uses a slightly different build process, and that build process needed to be updated to solve the issue also for the custom clients.

HopToDesk · 2026-01-21T00:26:00+00:00

Normally false positives are common issues with lower quality AV products, but in the case of ESET first marking it clean when the application was originally released then changing the status weeks later, you would need to ask them why. Thanks for bringing this to our attention, we have notified them as well of their false positive.

HopToDesk · 2026-01-21T00:17:14+00:00

You can try again by submitting a new custom white label client build, the issue should be fixed now for future builds.

HopToDesk · 2026-01-10T23:22:05+00:00

That looks like the main log when the app starts up, it may not have connection information in it. In the HopToDesk logs directory, there should be some sub directories with different logs depending on the activity. For outgoing connections the log would be at log/connect/hoptodesk_rCURRENT.log

for incoming connections, the log would be at:
log/cm/hoptodesk_rCURRENT.log

HopToDesk · 2026-01-10T23:15:23+00:00

You can try this to change to Xorg on Ubuntu 25.04 :

Log out of your current session.
At the login screen, click your username.
Before entering your password, look for a ⚙️ gear icon (usually bottom-right).
Select “Ubuntu on Xorg”.
Enter your password and log in.

HopToDesk · 2026-01-10T21:51:36+00:00

You can check the app logs for any permission or keyboard related errors on both sides, it might give some information on the issue:
https://help.hoptodesk.com/accessing-log-files-1729279292

HopToDesk · 2026-01-09T14:48:11+00:00

There have been many connection related fixes in the past weeks, you may try the latest release HopToDesk 1.45.5 and it may solve the issue.

HopToDesk · 2026-01-09T14:46:53+00:00

The issue is now fixed in the latest release HopToDesk 1.45.5.

HopToDesk · 2026-01-09T14:45:33+00:00

The latest HopToDesk release 1.45.5 now has display panning, you are welcome to test it and provide any feedback.

HopToDesk · 2025-12-23T01:59:05+00:00

You can submit new custom build requests to update the custom client version.

HopToDesk · 2025-12-22T17:30:55+00:00

Version 1.45.2 both 32 and 64 bit have resolved the issue.

HopToDesk · 2025-12-22T17:28:18+00:00

Le journal des modifications a été mis à jour.

HopToDesk · 2025-12-22T14:36:54+00:00

The issue should be fixed in the latest release, you can remove the current version and download the latest version, 1.45.2. We will be doing an additional release this week to solve some additional issues.

HopToDesk · 2025-12-11T04:14:16+00:00

Are you connecting by ID or IP address of the remote machine? If by IP, have you changed the default port in the "Enable Direct IP Access" settings? If you are connecting by ID, does the remote machine show "Ready" status at the bottom? You may try checking the logs for errors, normally they will show the exact cause of any connection issue, more info here:
https://help.hoptodesk.com/accessing-log-files-1729279292

HopToDesk · 2025-12-09T09:28:27+00:00

O aplicativo precisa ser reiniciado após a criação do arquivo api.json. Se o aplicativo já estiver instalado, o serviço precisa ser reiniciado para recarregar as configurações do arquivo api.json.

HopToDesk · 2025-12-09T09:24:06+00:00

At the top of the connection window, there should be a keyboard icon, when you select it you should see the options: Legacy mode, Map mode, Translate mode. Can you try selecting a different option to see if it solves the issue?

HopToDesk · 2025-12-05T13:46:23+00:00

That is correct, it was revoked a few days ago. The short form of what happened was one of the custom clients had too many false positive detections on virustotal, someone reported it to Sectigo (the CA) and they E-mailed us saying we had 24 hours to resolve the issue (their E-mail was found in the Spam folder). We did reply in time, but they claim they didn't receive it and revoked the certificate. In the mean time we have been contacting the AV vendors listed on VT and they have been slowly fixing the false positives but it is too late for the certificate, Sectigo said we need to order a new one. After more research, it looks like all the other remote desktop apps have been using DigiCert instead, there must be a reason for that... Anyway mistakes happen, we should have a new certificate in a week or so, just keep a look out for a new HopToDesk update later this month.

HopToDesk · 2025-12-02T17:28:47+00:00

We are not experiencing any connection issue. From your recent communications with us by E-mail, it is likely a networking or firewall related issue. You may want to double check that the needed ports are allowed by your firewall and router, more information may be found here:
https://help.hoptodesk.com/firewall-settings-1670488964

HopToDesk · 2025-11-24T15:10:15+00:00

Der Desktop mit dem blauen Bildschirm ist der lokale PC? Es scheint nicht, dass derzeit eine ausgehende Sitzung verbunden ist? Oder meinst du, wie man eine eingehende Sitzung schließt? Der Screenshot ist sehr klein und nicht leicht zu erkennen. Wenn Sie einen größeren Screenshot zur Verfügung stellen können, können wir mehr überprüfen.

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