Troubleshooting

The station is offline

Your console says your station is offline, and the pill at the top says Offline, when your console can't reach the agent at the shack.

Is the shack computer on and awake? A computer that has gone to sleep takes the station offline. See Installing the agent.
Is the agent running? After a restart or power cut, start it again, and turn on Start at login so it starts by itself next time. On a Mac, if it's on but the agent didn't start, check that RemoteMyShack is allowed under System Settings › General › Login Items › Allow in the Background.
Is the shack's internet up? The console shows when the station was last online.
Is the station linked? On the agent's setup page, the Remote access tab should say ✓ Online at your station address. If it shows Link to remotemyshack.com, link it again.

The console keeps retrying and connects by itself as soon as the station is back.

If it says No network path to the station., the station is online but your device and the station couldn't open a connection. Try another network, such as cell data instead of WiFi, and let support know.

Hotel, office and school networks often allow only web traffic. The console still gets through on them: when nothing else works, it goes through our relay on the same port as secure web pages (443), encrypted.

A network radio won't connect

Check the radio's line on the agent's setup page, or the radio pill in the console.

"no answer from … (is Network Control enabled on the radio?)": turn on Network Control and check the IP address. See Connecting a radio over the network.
"radio rejected username/password": the Network user ID or Network password doesn't match the radio's Network User1 settings. Click Edit and enter them again.
"radio refused the stream" or "radio refused the connection": another program, such as RS-BA1 or wfview, is probably connected to the radio. Close it, wait a minute, or turn the radio off and on.
The scan doesn't find the radio: make sure the radio and the shack computer are on the same network, then type the address into Radio IP address.
It works for a while, then stops answering, even to ping, until you turn it off and on: another device on your network may have the same IP address. Give each radio and device its own address (a DHCP reservation in your router is easiest).

The agent retries by itself: every few seconds at first, then less often, up to every 2 minutes, while the radio stays unreachable. Saving the radio's settings tries again right away.

A USB radio won't connect

No serial ports listed: check the radio is on and the cable is plugged in, then click Refresh. On Windows, install Icom's USB driver.
"no answer from the radio on … (is it on, and is CI-V set to USB?)": check the radio's CI-V USB settings and the baud rate. See Connecting a radio by USB.
An error opening the port: another program, such as logging or digital-mode software, has the port open. Close it.
"No audio: no radio sound card found": the radio's sound card isn't showing up. Check the radio is on and connected directly, not through a hub.
"several radio sound cards found": you have more than one radio on USB. Click Edit and choose this radio's Sound card.

No receive audio

The button says Tap for audio: tap anywhere on the page. Browsers wait for a tap before playing sound.
The button says 🔇 Muted: tap it to unmute.
Turn up Volume in the console and your device's own volume.
On an iPhone or iPad, the console plays even with the silent switch on in iOS 16.4 or later. On older versions, turn Silent Mode off.
Check the output: under Microphone and speakers, make sure Speakers is the device you're listening on.
A warning starting "No audio:" under the radio model means the station can control the radio but not hear it. For USB radios, see above.
Audio stopped after the radio was turned on: give it a few seconds; it resumes by itself.
On a phone, audio can pause while the console is in the background. Come back to the page.

Can't transmit

Nothing happens on the first press: the first press asks for the microphone. Allow it, then press and hold.
"Microphone needs HTTPS": open your console at https://<yourcall>.remotemyshack.com, not a plain http:// address.
"Microphone unavailable": your browser or device has blocked the microphone. Allow it in the browser's site settings, then reload.
The wrong microphone, or no audio going out: pick the right one under Microphone and speakers in the levels panel; its bar moves when you speak (see Listen and transmit).
In use by another console: another tab or device of yours is transmitting.
"the radio is off": turn the radio on first.
Receiver · listen only: receivers can't transmit.
It keyed but nobody hears me on a USB radio: set the radio's transmit audio source to USB. See Connecting a radio by USB.
TX stopped by itself: the console shows why. See Listening and transmitting.

Choppy audio or delay

The Latency meter at the top shows Low, Med or High; hover over it for the network, audio buffer and radio link in milliseconds. A meter that keeps changing between levels means your connection is uneven, and the console holds more audio to ride it out.
Use WiFi instead of cell data where you can, or move closer to the WiFi router. A weak signal is the most common cause.
On the shack side, a wired connection to the router is best for both the computer and a network radio.
The radio pill shows the round-trip time from the agent to a network radio. Over a few tens of milliseconds on a home network suggests WiFi trouble at the shack.
Close other apps or tabs that are streaming video on the same connection.

Still stuck? Send diagnostics from your station or contact support.