Troubleshooting

Troubleshooting SoLo Support

Start here Retry the action once, confirm SoLo Support is current, and review any permission or connection message shown by the app. Checking for native app updates SoLo Support 0.1.16 adds startup update notices and Check for Updates controls. If you installed an earlier version, download and install the current app once from the official downloads page. Restarting an older version cannot add the new checker. - Windows, macOS and Linux technician apps: use Software Updates → Check for Updates in the native menu, or Settings → Software updates. - Desktop Host Agents: open Settings → Software Updates. The technician app and the Host Agent on a remote computer are separate installations; update each one. - Android technician: use Software updates on the sign-in screen or in Settings. Android Host Agent has a Software Updates panel. For an older Host Agent, install the official Android Host Agent APK once. Android controls permission to install the downloaded APK. - Quick Support: use Check for Updates. If an update exists, finish the session and ask your technician for a fresh Quick Support link. - iOS technician: use Software Updates on the sign-in screen or under Profile. Signed iOS distribution is not currently available; the app reports when its release channel is unavailable. Checks do not install software automatically. Follow the offered installer, finish installation and reopen the app. A connection error means the app could not check; it does not mean the installed version is current. The current macOS release uses the Open Anyway installation flow. After downloading from the official SoLo Support site and attempting to open the app, use macOS System Settings → Privacy & Security → Open Anyway if Gatekeeper blocks it. Do not disable Gatekeeper globally. For the macOS Host Agent, replace the app in Applications with the downloaded version and reopen it. Identifying and installing the Host Agent Starting with 0.1.17, Host Agents use a shield icon with a small monitor badge. The main app, technician apps, and Quick Support keep their original icons. Update each installation separately to receive its matching release. For a new Host Agent installation that enrolls automatically, download from your organization’s SoLo Support page. That download supplies a one-time enrollment token. The generic public downloads page does not select an organization and does not embed a token. If a fresh Linux installation reports Enrollment token is required, use a fresh Host Agent download from your organization page instead. Do not post enrollment tokens in support messages. An update should retain the device’s existing enrollment. If an already enrolled installation unexpectedly asks for a token, contact your technician before removing or resetting its configuration. Copying text and images between computers Version 0.1.18 adds image clipboard transfer in both directions for Windows, macOS and supported Linux (Xorg) desktops. Update both the desktop technician app and the remote Host Agent, then reconnect. Click the remote screen before using your normal Copy, Cut or Paste commands. Copy the image itself, such as Copy Image in an application or a screenshot, then paste into an app that accepts images. Copying an image file or folder in a file manager is a file-transfer operation and is not supported by clipboard sync. Plain text, including multiple lines, is also supported. In a browser, allow clipboard access if asked. If the browser requires a fresh click after receiving an image, choose Copy image in the session notice, then paste into your local application. The desktop technician app uses its native clipboard. Images above 16 MiB after PNG conversion, 16 megapixels, or 8192 pixels in either dimension are rejected with a message. Interrupted or rejected image transfers do not paste an older clipboard image. Android and iOS image clipboard transfer is not included in this desktop release. Still need help? Open the in-app support experience and describe the step that failed. Do not send passwords, private files, or other sensitive information.