AweSun Help Center

  • Troubleshooting

    Unable to login to AweSun, failed to connect to the server.

    1) Check if the network is normal and if other applications are working properly;

    2) Check the Windows Firewall and other anti-virus software, close, quit and uninstall, then re-open AweSun.

    Unexpected session ends, disconnects, session interrupts after a certain time.

    Sessions may end unexpectedly for various reasons. If you encounter interruptions after a specific amount of time into the session, you can disable current connection and reestablish a connection to the remote device.

    Clipboard synchronization is not working.

    Problems may sometimes occur with the clipboard function. This may be caused by third-party programs that monitor clipboard, e.g. password managers. This may conflict with AweSun. Temporarily disable these programs if possible.

    Subscription status failed to update after purchasing an AweSun subscription.

    1) Check if the payment has been made successfully;

    2) If the issue persists, please submit a request with a detailed description of the issue to our email: contactus@aweray.com

    In your request, please provide the following:

    ⦁ A screenshot of your current subscription page.

    ⦁ A screenshot of your payment document/invoice/digital receipt that could serve as the proof of purchase.

    After receiving your email, we will then assist with your issue at your request.

    It’s silent during a running session, how to deal with it?

    1) Remote control ONLY supports the sound of controlled Windows computer now;

    2) Check whether the controlled computer has turned on the sound and whether the sound card driver is normal;

    3) Check the interface of remote control, there is an option to turn on sound, check whether it has been turned on. Learn how to enable the sound, click here.

    Fail to access a macOS PC properly even after configuring macOS for AweSun remote access.

    Note: AweSun requires permissions from macOS for remote input, disc access and screen recording. For detailed configuration steps, see: How to Configure macOS for AweSun Remote Access?
    1.After doing the settings accordingly, the guide interface still shows that the permission has not been enabled. And black screen issue occurs during a remote connection. To solve this:
    1)On macOS, go to “System Preferences” > “Security & Privacy” > “Privacy”.
    2)In section “Screen Recording”, deselect and then reselect AweSun.
    3)Try to use AweSun again, it should now work normally.
    2.After granting required permissions by adding AweSun and AweSun_Desktop to trusted apps in section “Accessibility”, the guide interface still shows that the permission has not been enabled. Also, during a remote connection, it only supports desktop view while the mouse does not work. To solve this:
    1)On macOS, go to “System Preferences” > “Security & Privacy” > “Privacy”.
    2)In section “Accessibility”, deselect and then reselect AweSun and AweSun_Desktop.
    3)Try to use AweSun again, it should now work normally.
    If the problems persist, repeat the above steps accordingly and try again. And you can always ask us for help by offering a detailed description of the issue via our email: contactus@aweray.com