Resolving Issues When Your Device Does Not Register

If your registered device is not appearing in the Remote.It system, this troubleshooting guide will help you identify and resolve common issues preventing your device from showing up. 

Your registered device may fail to appear in the Remote.It dashboard or system listing, affecting your ability to connect to it remotely.

Basic Troubleshooting Steps

All devices should have a config.json when successfully registered which includes the definitions of the device. DO NOT manually create or update this file.

1. Verify that your device is compatible with the Remote.It platform. Check the supported devices list https://link.remote.it/downloads
2. Ensure your device has a stable network connection to the internet.
3. Confirm that no firewall or network policies are blocking outbound connections from your device to Remote.It services. 
4. Confirm that you are not using a device image of another already registered device. If you need to register multiple devices with the same configuration, please see https://link.remote.it/docs/oem-overview
5. Some package specific troubleshooting help. 
   1. Device Package
      1. Read the output for errors such as failures for finding libraries such as curl or ssl (Your particular OS distribution may not have suitable libraries and you may need to install them manually - please contact support for help)

      2. Test your device for remote.it distribution package using the following command:
          

         sh -c "$(curl -sL https://downloads.remote.it/remoteit/distributiontest.sh)"

   2. CLI
      1. Make sure that you are installing as root or admin
      2. Check the output for errors, you may need to increase the logging level. Default log locations:
         1. Windows: %ProgramData%\remoteit\
         2. Mac/Linux: /etc/remoteit & /var/log/remoteit
   3. Desktop
      1. Make sure that you are installing as root or admin
      2. Check the logs for errors. You will have CLI logs above and Desktop logs:
         1. Windows: C:\Users\%username%\AppData\Local\remoteit\log
         2. Mac/Linux: /Users/%username%/.remoteit/log

If the above steps do not give you information to resolve the issue, use the Remote.It Community Forum at https://forum.remote.it/