RG-DesktopLink›Reference
Troubleshooting
First
The mouse seems stuck on another PC? Press Ctrl+Alt+Home: it always comes back to the main PC.
PCs do not find each other
| What you see | Try this |
|---|---|
| A PC is missing from the desk | Is it on, on the same network, with the app next to the clock? Is its network Private? Run the setup again on it. Or add its address: Settings → PCs on another network. |
| A yellow bar: The other PCs cannot reach this PC | Windows treats the network as Public: Make it Private…, only on the office or home network. More |
| The main PC shows Can't connect for a PC | It is seen but refuses the link: on that PC, look for the yellow bar above, or make its network Private. |
| A PC shows Different key | It has another office's key: join it again with a code. More |
| A PC shows Other version | Install the same version on every PC: the blue bar's Update them does it. More |
| Join with code says the code is wrong | Check the 6 digits; after 3 wrong tries or 10 minutes make a new code on the main PC. "Older version": update the main PC first, or type the office key. |
The mouse and keyboard
| What you see | Try this |
|---|---|
| The cursor does not go to a PC | On the desk one of its screens must lie in the direction you push (the cursor goes to the nearest screen that way), and the PC must show as connected. Scroll Lock may be on. A greyed PC needs a licence. |
| A key seems stuck (keeps typing) | Press and release that key, or press Ctrl+Alt+Home and go back. |
| A window opened "as administrator" ignores the keyboard | Start RG-DesktopLink from its shortcut (it starts with your highest rights), or run the setup again. |
| Nothing works on a locked PC or a UAC (yes/no) question | Install with the agent service ticked (run the setup again). More |
Copy, paste and files
| What you see | Try this |
|---|---|
| Paste of files does nothing | Wait a few seconds (see Transfers), or use Send files for very big files. More |
| Text does not follow | Settings → Clipboard → Copied text on, on both PCs. |
| A file you dragged is gone from its folder | It was moved: it is in the folder you dropped it in, and the original is in the Recycle Bin of its PC. Hold Ctrl to copy. |
Power
| What you see | Try this |
|---|---|
| Wake it up does nothing ("did not start") | A PC that was shut down starts from the network only with Wake on LAN on in its BIOS (on a Dell also Deep Sleep Control off), Windows Fast Startup off, and a network cable. From Sleep it usually works without that. More |
Setup
| What you see | Try this |
|---|---|
| Setup refuses the folder | Read the red line under it: choose one only
administrators can change, like C:\Program Files\RG-DesktopLink. |
Ask for help
Settings → Diagnostics → Save diagnostics… writes one text file: versions, network, the PCs and their state, settings and the recent log. Send it to support@rgpixel.com with a few words about what happens.
It never contains the office key, a phone key, the remote-access ID or a password.
The full log is at %APPDATA%\RG-DesktopLink\logs\rgdl.log; what the setup
did is in install.log in the program folder.
