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FAQ

General

FAQ

The FAQ addresses common questions in terms of features, usage, as well as support-related topics.

General

Do I need to be present at the remote side to start a session?

Do I need to install AnyDesk?

Are updates included with AnyDesk licenses?

How can I change the password for my.anydesk?

How can I reset my password for my.anydesk?

Can I use AnyDesk with other Remote Tools simultaneously?

How do I make sure I use AnyDesk with the new certificate?

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Contract

Do you offer a monthly subscription and monthly payment?

What payment options do you offer?

Do the changes in the license model affect my contract?

Do I need to renew my license?

What is the official contract ending notice period?

How do I change my contact details?

Where do I find my invoices?

What is the duration of my contract?

Does my contract end with the cancellation date?

I am trying to pay, but it keeps redirecting me to another page. Why?

How do I change my payment method?

How many devices can I license?

Do I need to manually renew my contract every year?

How can I cancel the contract?

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License

What are the differences between the licenses?

Do I get support as a free user?

If I have a Solo license and connect to my customers who have a free version of AnyDesk, do I have a time restriction?

Are there features available only for certain licenses?

I need an additional user or upgrade. How do I do this?

I am wrongly identified as a business user!

Do my customers need a licensed version?

How do I register or remove the AnyDesk license from my client?

I don't need AnyDesk anymore. How do I stop renewing?

How many users are allowed to use?

Why do I experience limitations with Solo license?

How can I reset my license key?

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Features

Why does AnyDesk not turn on Privacy Mode when I connect?

What if I just want to purchase the Address Book feature?

What is a Namespace?

How many active concurrent connections can I create?

How can I create an account?

What is the benefit of creating an account?

If I use AnyDesk A to connect to AnyDesk B, and switch sides, which client will be counted for the time limitation?

What can I do if I need more time for my connections in the free version?

Do I need an account to use AnyDesk?

What are managed devices?

What is a user, role, and group?

What are registered devices?

What is Central Management?

What is a Dynamic Build?

What is a Private Key?

What happens if I lose my Private Key?

What are Dynamic Client Configurations?

How do I request my data to be deleted?

How do I delete my AnyDesk account?

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Advanced

Can I offer a download link to AnyDesk on my website?

How do I work with multiple displays?

Can I use AnyDesk to transfer files?

Can I use my company name in my Alias?

Can I connect to someone through my HTML Dashboard?

Why is there an orange question mark next to my cursor?

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Troubleshooting

The session keeps on disconnecting! What can I do?

I only see a black screen or "Waiting for image"!

I am not getting my AnyDesk credentials or my password reset emails!

Is the AnyDesk network down?

Why do I have to type the unattended password manually for a specific client every time?

I get a denied/forbidden mouse cursor and cannot control the remote computer

I cannot use AnyDesk to manage my Security/Anti-Virus Software

AnyDesk is slow despite having a LAN connection

I cannot log in to my account in the AnyDesk client (anynet_not_supported error)

I want to use my.anydesk I but I don't have access, what should I do?

I see "Windows protected your PC" when I'm opening AnyDesk, what should I do?

my.anydesk II keeps automatically redirecting to IDP login page

Discontinuation of older client versions

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Error Messages

Disconnected from the AnyDesk network

Status: anynet_overload

Waiting for image/Black screen

Error Messages

Could not send authentication request to identity provider.

Status: desk_rt_auto_disconnect

Status: desk_rt_ipc_error

The session has ended unexpectedly

Connection Failed

License Expired

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Beta testing

Beta testing

Why am I a part of AnyDesk beta testing?

Can I sign up to be a part of AnyDesk beta testing?