BrowserDeskHelp › Connect › D9
Understand why the connection does not work
Every refusal has a reason and a sentence. Here are all sentences from the program and the browser — what they mean and what you can do.
Preview this guide has not yet been clicked through on a real device. Button names and steps come from the program but may differ in details.
- For
- Private helper · Technician · Employee working from home
- Applies to
- Free · Cloud · Own relay
- Controlled device
- Windows · macOS · Linux · Android · iOS
- Control from
- Program (Windows, macOS, Linux) · Browser · Phone/tablet/Fire TV
- from version
- 20261010.3
What it is for
The connection does not come about or drops. BrowserDesk almost always says why — in one sentence. This page translates every sentence: what it means and what you can do. Look for your sentence in the tables below.
What you need
- The sentence you see (best write it down or take a screenshot).
- For some remedies: the person at the device or the administrator of your access.
How to do it
- Find the sentence. - In the program: the window Verbindung fehlgeschlagen (connection failed) states the reason. Close it with OK. If a running session ends, the window Verbindung beendet (connection ended) appears. - In the browser (D4): the reason is in the status line. Red means: final, the browser does not try again. Orange with "neuer Versuch (…)" (new attempt) means: it keeps trying by itself.
- Look it up in the tables. The sentences are quoted word for word.
- Is the error on the device itself? Then use the last table: the device is not even signed in at the relay.
- Is it the network? In the program choose EinstellungenNetzwerk (Settings > Network) → card Netzwerktest (Network test) → Test starten (Start test). The test checks step by step where the network gets stuck. Diagnose exportieren (Export diagnostics) creates a report for support.
Refusals at the device: password, consent, picture
| You see | Meaning | Remedy |
|---|---|---|
| "Falsches Passwort — bitte das richtige Zugriffs-Passwort eingeben." (wrong password; browser: "… korrektes Zugriffs-Passwort eingeben") | The password is wrong. An empty password also counts as a failed attempt. | Look up the password on the device (D2, H9). Do not try many times in a row — after five failed attempts the device locks. |
| "Zu viele Fehlversuche — bitte ein bis zwei Minuten warten, dann erneut verbinden." (too many failed attempts — wait a minute or two) | Five wrong passwords in a row from your address. The device first locks for 30 seconds, twice as long with every further lock, at most 15 minutes. The sentence says "a minute or two" — that is only true for the first locks. | Wait, then connect once with the right password. |
| "Der Zugriff wurde am Gerät abgelehnt oder nicht rechtzeitig bestätigt." (access was denied at the device or not confirmed in time) | The person at the device clicked Ablehnen (Deny) or did not answer in time. With Free — and for every device on browserdesk.de that is not in an access with a cloud licence — every session must be confirmed at the device. If nobody sits in front of it, this sentence also appears. | Ask the person to click Erlauben (Allow) when asked Zugriff erlauben? (F1). Then connect again. |
| "Der Gesteuerte hat die Verbindung beendet." (the controlled side ended the connection) | The person at the device ended the session. | Do nothing — or call the person. Your program deliberately does not reconnect by itself. |
| "Der Gesteuerte hat die Verbindung beendet. Neu verbinden geht erst, wenn die Verbindung am Gerät wieder zugelassen wird oder … Minuten lang kein Versuch mehr kam." (reconnecting only works once allowed again at the device or after … minutes without an attempt) | You tried again after being disconnected. The device blocks you for a while. | Ask the person to allow you again (F1), or wait the stated time without trying. |
| "Auf diesem Mac ist „Bildschirmaufnahme“ für BrowserDesk nicht erteilt. …" (screen recording not granted on this Mac) | BrowserDesk lacks a permission on the Mac. | On the Mac: System Settings → Privacy & Security → Screen Recording → allow BrowserDesk (H2). |
| "Auf dem iPhone läuft die Bildschirmübertragung nicht. …" or "Auf dem Android-Gerät läuft die Bildschirmfreigabe nicht. …" (screen sharing is not running on the phone) | A phone cannot be switched on from outside. | The person starts sharing in BrowserDesk themselves (F14). |
| "Zugriff auf das kritische Gerät wurde nicht freigegeben." (browser: "Die Freigabe für dieses kritische Gerät wurde nicht erteilt." — approval for the critical device was not given) | The device is marked as critical. A session needs an approval, and it was not given. | Ask the administrator for approval. |
Refusals by the relay: access, seats, licence
| You see | Meaning | Remedy |
|---|---|---|
| "Dieses Gerät gehört zu keinem Zugang. Über browserdesk.de lassen sich nur Geräte steuern, die einem Zugang beigetreten sind — …" (device belongs to no access) | The device is not in any access. | Add the device to an access (C2). The sentence names "„Zugang beitreten“" — on the device the way is EinstellungenFernzugriff (Settings > Remote access) → card Zugang (Access) → Beitreten (Join). |
| "Dieses Gerät lässt sich nur aus seinem eigenen Zugang steuern — …" (only controllable from its own access) | You connect from outside the access. With Free this always applies. | Sign your program in to this access (C2) or connect from a computer of the access. |
| "Dieser Rechner ist kein Mitglied des Zugangs, zu dem das Gerät gehört. …" (this computer is not a member of the device's access) | The access only admits its own computers. From the browser it never works then. | Add your computer to the access (C2). |
| "Dieses Gerät lässt sich nur aus den vertrauten Netzen seines Zugangs steuern — Ihre Adresse gehört nicht dazu. …" (only from the trusted networks of its access) | The access only allows certain networks. | Connect from the company network or via VPN, or ask the administrator to allow your network (B7). |
| "BrowserDesk Free erlaubt eine Sitzung gleichzeitig. Mit einer Cloud-Lizenz sind Sitzungen unbegrenzt." (Free allows one session at a time) | A session is already running in the Free access. | End the other session. The browser keeps trying by itself. |
| "Für diesen Zugang arbeiten gerade so viele Techniker gleichzeitig, wie gebucht sind. …" or "Für diesen Zugang sind … Techniker gleichzeitig gebucht, und alle arbeiten gerade. …" (all booked technicians are working) | All booked technicians are in sessions right now. | Wait until a session ends. The administrator books more technicians (A6). |
| "Je Person sind höchstens … Sitzungen gleichzeitig möglich." (at most … sessions per person) | You already have very many sessions open. | Close one of your sessions. |
| "Für diesen Mandanten sind … Geräte gekauft. …" or "BrowserDesk Free umfasst bis zu … Geräte. …" (… devices bought / Free covers up to … devices) | The device is outside the bought seats. | The administrator frees a seat or buys more (A6). |
| "Dieses Gerät kann Sitzungen nicht am Gerät bestätigen lassen (BrowserDesk vor Fassung …" (this device cannot have sessions confirmed) | BrowserDesk on the device is too old for mandatory confirmation. | Update BrowserDesk on the device. |
| "… ist in BrowserDesk Free nicht enthalten …" or "… ist für diesen Zugang nicht gebucht …" (not included in Free / not booked) | The function is missing from the access's plan. | See H22. |
| "Für diesen Mandanten ist eine Ticketnummer erforderlich." (a ticket number is required) | The access requires a ticket number for every session. | Enter the ticket number when connecting. |
| "Für diesen Mandanten ist ein Support-Grund erforderlich." (a support reason is required) | The access requires a reason for every session. | Enter the reason when connecting. |
| "Der Relay nimmt keine weiteren Verbindungen an: die Lizenz ist ausgeschöpft oder abgelaufen. …" (browser; the program shows the relay's sentence — licence used up or expired) | The relay's licence is not enough or has expired. | Contact the administrator of the relay. |
| "host is blocked" | The device is blocked in the administration. | Ask the administrator to unblock the device. |
| "Schnellcode unbekannt oder abgelaufen — am Gerät einen neuen Schnellcode erzeugen lassen." (quick code unknown or expired) | The code was wrong, already used or older than 5 minutes. | Have a new code read out to you (D1). |
| "Zu viele falsche Schnellcodes — bitte ein paar Minuten warten, dann erneut versuchen." (too many wrong quick codes) | Too many wrong codes in a row. | Wait a little (D1). |
Device not reachable or network problems
| You see | Meaning | Remedy |
|---|---|---|
| The window Gerät ist offline (device is offline) with Aufwecken (Wake up); plus "unknown or offline host" (browser: "unknown or offline host – neuer Versuch (…)…") | The device is not signed in at the relay right now: it is asleep, switched off or has no internet. | Try Aufwecken (D11). Otherwise ask the person to switch the device on. More in H7. |
| "Das Gerät ist nicht online. „Aufwecken“ versuchen oder später erneut verbinden." (browser, window from "Meine Geräte"; in English: "The device is not online. Try “Wake up” or connect again later.") | As above. | As above. |
| "Zeitüberschreitung — der Relay hat nicht geantwortet. Besteht eine Netzverbindung?" (timeout — the relay did not answer) | Your computer does not reach the relay in time. | Check your own internet; in a company network firewall and proxy (H10). |
| "Der Relay ist nicht erreichbar. Besteht eine Netzverbindung?" (the relay is not reachable) | Your computer does not reach the relay at all. | Check internet and relay address; run the Netzwerktest (H10). |
| "Die Verbindung zum Relay wurde getrennt, bevor die Sitzung stand. Bitte Geräte-ID und Kennwort prüfen." (connection to the relay dropped before the session was up) | The setup broke off. | Check ID and password, connect again. |
| "Relay wird aktualisiert – Verbindung wird wiederhergestellt …" (relay is being updated – restoring the connection) | The relay restarts after an update. | Wait — the connection comes back by itself (D12). |
| "… – bitte erneut verbinden" (please connect again) | The browser tried by itself for a long time and gives up. | Look up the sentence before it in these tables; then reconnect by hand. |
| "Das Relay hat die Verbindung abgelehnt (Code: …)." (the relay refused the connection) | A reason your program does not know yet. | Update the program. If it stays: report the code (F9). |
On the device itself: "Dieser Rechner ist nicht angemeldet"
If the device cannot sign in at the relay, nobody can reach it. The device's program then shows, on the left under Dashboard in the card Ihr Desktop (Your desktop), a box "Dieser Rechner ist nicht angemeldet" (this computer is not signed in, red) or "Verbindungsproblem" (connection problem, yellow) with the reason. The box contains the button Neu registrieren (Register again).
| You see | Meaning | Remedy |
|---|---|---|
| "Der Server kennt für diesen Rechner ein Zertifikat, das hier nicht mehr vorliegt. …" (the server knows a certificate that is no longer here) | The device certificate is missing on the device. | An administrator resets the device's certificate in the administration. Restarting or reinstalling does not help. |
| "Das Gerätezertifikat wurde vom Server abgelehnt (abgelaufen, widerrufen oder für einen anderen Zugang ausgestellt). …" (certificate rejected) | The certificate is no longer valid. | As above: have the certificate reset in the administration. |
| "Dieser Rechner wurde in der Verwaltung gesperrt. …" (blocked in the administration) | The device is blocked. | Ask the administrator to unblock it. |
| "Der Server nimmt diesen Rechner nicht an: die Lizenz des Relays ist ausgeschöpft oder abgelaufen. …" (relay licence used up or expired) | The licence is not enough. | The administrator of the relay extends or renews the licence. |
| "Die Anmeldung am Zugang wurde abgelehnt — der Beitritt ist abgelaufen oder wurde widerrufen. …" (joining expired or was revoked) | The device is no longer in the access. | Join again: EinstellungenFernzugriff → card Zugang → Beitreten (C2). The sentence names "„Zugang beitreten“" — this button is meant. |
| "Diesen Zugang gibt es am Server nicht (mehr). …" (this access does not exist (any more)) | The access does not exist at the relay (any more). | Join an existing access (C2). |
| "Für diesen Zugang auf browserdesk.de sind alle Plätze belegt …" (all seats taken; or a sentence from the relay with numbers) | All seats of the access are taken. | The administrator frees a seat or buys more (A6). |
| "Dieses Gerät wurde aus seinem Zugang entfernt (Platz freigegeben). …" (removed from its access) | Someone took the device out of the access. | Add the device again (C2). |
| "Diese Geräte-Kennung ist am Server gerade anderweitig angemeldet …" (this ID is signed in elsewhere) | The same ID is signed in twice, for example by a second installation. | Wait a little. If it stays, click Neu registrieren in the box. The sentence names "Einstellungen → Sicherheit" (Settings → Security) — but the button is in the box. |
| "Die Geräte-Kennung wurde vom Server nicht akzeptiert. …" (ID not accepted) | The ID is invalid. | Click Neu registrieren in the box. |
| "Keine Verbindung zum Server. Prüfen Sie die Internetverbindung und die Relay-Adresse unter Einstellungen → Netzwerk." (no connection to the server) | The device does not reach the relay. | Check the internet; EinstellungenNetzwerk → Netzwerktest → Test starten. |
| Status line "Nicht erreichbar — kein Zugang" (not reachable — no access) | The device is signed in, but the relay lets nobody reach it because it is in no access. | Add the device to an access (C2). |
How you know it worked
- The session opens and you see the device's screen.
- On the device, the box in the card Ihr Desktop has gone.
What the other side sees
- With a refusal because of password, licence, seats or network: nothing. The person at the device does not notice.
- With Zugriff erlauben? (Allow access?) they see your request. If they deny or do not answer, you get the sentence from the first table.
Good to know
- Some refusals are final: wrong password, lock, denial at the device, disconnection by the person, no access. The program then deliberately stops trying — repeating would only count further failed attempts.
- The browser repeats others by itself: device offline, Free session in use, relay update.
- Administrators see more: the administration shows for every device why it was rejected when signing in (G20).
- Some sentences still come in English ("unknown or offline host", "host is blocked") or say "Mandant" (tenant) instead of "Zugang" (access). They mean the same.
If it does not work
| You see | Meaning and remedy |
|---|---|
| A sentence that is not listed here | Take a screenshot and report the sentence: EinstellungenAllgemein (Settings > General) → Rückmeldung senden (Send feedback) (F9). |
| The Netzwerktest shows an error at TLS | Often a firewall inspects encrypted connections. Ask your IT to exempt the relay (H10). |
| No message at all, the program just waits | End the attempt with Abbrechen (Cancel) and connect again. If it stays: Netzwerktest. |
Related
- D2 Connect with ID and password — even when nobody is at the device
- D1 Help someone right away who has nothing installed
- F1 Someone wants to access my computer — what happens?
- H7 The device is offline or does not show up
- H8 The device is rejected
- H9 The password is not accepted
- H10 The connection does not come about (firewall, proxy, port 443)
- H22 "Feature not booked" or "not included in the plan" — what the refusal means
- G20 Understand why a device was rejected when signing in