TroubleShooting

Troubleshooting RobinIT

Use this guide when something in RobinIT is missing, stuck, or not working as expected. If the issue continues, contact support and include the page name, action, and any error message.

Remote desktop does not launch

• Make sure you are signed in to the RobinIT desktop app.
• Refresh the Devices page and try again.
• Confirm the device is online or running.
• Connect the required VPN if RobinIT prompts you.
• If you started from the web app, allow your browser to open RobinIT.
• If the device has no remote accounts, ask an administrator to review device credentials.

VPN does not connect

• Check your internet connection.
• Confirm you selected the correct VPN connection.
• Disconnect other VPN tools that may conflict.
• Restart RobinIT if the connection status appears stuck.
• Ask an administrator to confirm your network access.

Device, VPN, app, or file is missing

• Clear search fields and filters.
• Refresh the page.
• Confirm you are signed in to the correct workspace.
• Ask an administrator to review your access groups and permissions.

Messages are not updating

• Check your internet connection.
• Refresh RobinIT.
• Confirm you are still a member of the conversation or group.
• Sign out and sign back in if the issue continues.

Files will not upload or download

• Try a smaller file or fewer files at once.
• Use simple file and folder names.
• Confirm you are uploading to a folder where uploads are allowed.
• If storage is being initialized, wait a few minutes and refresh.
• Check whether your network or VPN connection is stable.

Two-factor authentication is not working

• Use the latest one-time code.
• Check that the code has not expired.
• If using SMS or email, wait a moment and request a new code if available.
• If using an authenticator app, confirm the time on your device is correct.
• If using a passkey, confirm the device and browser support passkeys.
• Use account recovery or contact support if you cannot access any method.

Admin changes are not available

• Complete admin two-factor verification if prompted.
• Refresh the admin page.
• Confirm your role allows the action.
• Check whether the item is reserved or system-managed.
• Contact an owner if you need a higher role.

Software management fails

• Confirm the device is enrolled.
• Refresh the software page.
• Check whether the software is already installed, updating, or uninstalling.
• Retry after any active installation finishes.
• Contact support with the device name and software name.

What to include when contacting support

• The page or feature you were using.
• What you were trying to do.
• The device, VPN, user, file, app, invoice, or request involved.
• The exact error message, if one appeared.
• Whether you were using the desktop app or web app.
• What you already tried.