There are a number of problems that can be caused for any particular setup, combination of setup, or particular remote. We'll work diligently helping should the correct fix not be documented in this manual.
Remember, we are a small team. Currently there are 1 active employees. Please give me 24 hours to respond, I am usually pretty good about getting back to people. If I don't respond, please send me a gentle reminder.
The phone number on the website is generally for sales inquires and partner type discussions. Because it's just me, phone support is technically impossible unless we schedule something on the phone, which is done frequently along with team viewer sessions. Any tech support needed, please email us through the contact page.