Connection Troubleshooting

Please follow the troubleshooting steps:

  1. Have you installed the server software on your computer and followed the instructions on our web site to set it up? If not, please read the support section under www.mobilemouse.com for information on how to install and configure the server.

  2. If you have just updated the app to a new version, please make sure that you update the server software as well. To do this, visit our website: mobilemouse.com, then scroll to the bottom of the page and click on the download button for the OS you are running. You may need uninstall the previous version first.

  3. Do you have any firewalls enabled? If you have a firewall, even if you added an exception, please disable it temporarily to see if that is the problem. Afterwards, you may enable it again and add an exception if that was the problem.

  4. Do you have any antivirus software installed on your computer? If so, please disable it temporarily to see if that is blocking it. Afterwards, you may enable it again and add an exception if that was the problem. Please consult the documentation for your antivirus software for how to add an exception.

  5. Is your device connected to a WIFI network? Please make sure that the WIFI icon is showing in the status bar on your mobile device.

  6. Is your device connected to the same WIFI network as your computer? Please make sure that the name of the server selected on your mobile device is the same as the network selected on your computer.

  7. The server may be using a port number that is in use or higher than what your computer allows. Please open the server settings and try changing the port to 9099 and hit apply.

  8. Are you on a public, work, or university network? If so, some of these networks may require entering your IP manually. To try this, please open the server settings as well as the settings on the app. Enter the IP address and port that is showing on the server into the IP and port fields on the app.

  9. If you are still unable to connect, please try setting up an ad hoc network. Visit our website for instructions on how to do this.

  10. IMPORTANT: If none of these steps have worked so far, please contact us through our website: mobilemouse.com and we will be happy to help you get it running. Please refrain from using the review section of the app store to ask questions or post complaints before giving us the opportunity to help solve your problem. We can assure you that our app is not broken and that any problems you are having are related to a network or computer issue, which we will resolve for you.