Help & Troubleshooting

Windows blocks the installer

Symptom: Double-clicking the .msi triggers a red SmartScreen warning or "This app has been blocked by your administrator".

Resolution:

1. In the SmartScreen warning, click "More info" → "Run anyway".
2. If your administrator has blocked execution, contact IT — the installer may need to be added to the corporate software allowlist.

macOS says "damaged" or the app won't start

Symptom: On an Apple Silicon Mac (M1/M2/M3/M4), opening the app shows "… is damaged and can't be opened" — or nothing happens at all on launch (no window, no message).

It is not broken. The app just isn't notarized by Apple, and baking the server config into it leaves its signature invalid. Apple Silicon refuses to start an invalidly-signed app, which is why nothing happens without the fix. "Open Anyway" in System Settings does not help here.

Fix — two commands: drag the app into the Applications folder first, then run in Terminal (Applications → Utilities → Terminal):

# 1. Remove quarantine + extended attributes
sudo xattr -cr "/Applications/<Name>.app"

# 2. Re-sign the app so macOS will start it
sudo codesign --force --deep --sign - "/Applications/<Name>.app"

Replace <Name> with the exact name shown in Applications — for the default download that's BAUER GROUP QuickSupport. After you enter your Mac password (the input stays invisible) the app launches normally and only asks for Screen Recording + Accessibility.

On Intel Macs, System Settings → Privacy & Security → "Open Anyway" is usually enough.

Client shows an unexpected ID

Symptom: Client shows an ID on launch but session attempts can't find it.

Resolution:

• Make sure both ends run the same client version.
• Check that the client status indicator (bottom-left) is green / "Ready". A red icon means there's a server connectivity issue.

Connection drops ("Connection lost" / timeout)

Symptom: Session connects but disconnects after a few seconds.

Resolution — in this order:

1. Firewall: the local Windows Defender Firewall must allow the client.
2. Network: some corporate Wi-Fi blocks UDP on high ports. Try a different network (mobile hotspot tether) — if that works, the original network is the problem.
3. Key conflict: if a different RustDesk version was previously installed, the leftover config can interfere. Uninstall the older version completely and reinstall the preconfigured client.

Firewall — which ports does my IT need to open?

Symptom: Status indicator (bottom-left) stays orange on "Connecting to network…". On corporate networks the firewall usually blocks the required outbound traffic.

These ports must be allowed outbound to the server address:

Port	Protocol	Purpose
21116	UDP	Required — initial server registration (RegisterPk). No UDP = no ID = no connection
21117	TCP	Relay server (when no P2P connection is possible)
443	TCP	HTTPS — download + WSS fallback if other ports are blocked

Full list with notes + explanations: Installation → Firewall section.

For IT teams

Please allow UDP 21116 outbound to the server IP — that's the one port that is NOT optional. RustDesk-OSS implements client registration architecturally only over UDP (verified in the source code). Without this port, the client hangs forever on "Connecting to network…".

"Key mismatch"

Symptom: Client shows "Key mismatch" or "Invalid key".

Resolution: This happens when the server key was rotated after your installer was built. Download the latest version of the installer and install it over the old one.

Where are the logs?

• Windows: %APPDATA%\BAUER GROUP Remote-Access\ — the *.log files contain the connection traces.

For IT support: please attach the full log excerpt covering the failing session.

How do I uninstall the client?

Windows:

1. Open Settings → Apps → Installed apps.
2. Find BAUER GROUP Remote-Access.
3. Click "Uninstall".

Alternatively: right-click the Start menu entry → "Uninstall".

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Advanced: connect the stock RustDesk client

Prefer the official app from the Play Store, the App Store or rustdesk.com over our preconfigured custom build? The server connection details you'll need are on the Manual Configuration page — including a step-by-step guide for the stock client.