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.

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.

"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%\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 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.