Troubleshooting

No console found (CM-DISC-002)

1. Check that the console is on. A PS5 in rest mode answers too, after a few seconds.
2. Check that your computer and your console use the same router.
3. On a PS5, check Settings, System, Remote Play, Enable Remote Play. On an Xbox, check that Remote features are on.
4. If Windows asks about the firewall, allow ConsoleMouse.
5. Type the address of your console by hand. You find it in the network settings of the console.

Connected, but no picture (CM-STRM-035)

The console accepted the connection but sends no picture yet. It waits for something at the TV: the user selection after switching on, or a notice. Pick the user or confirm the notice at the TV, then choose Connect again.

• Cloud game (CM-STRM-033): the console streams a game from the cloud, which Remote Play cannot show. Start the game from the storage of the console.
• Hidden screen (CM-STRM-034): sign-in, purchases or protected video are not shown over Remote Play. Finish that step with a controller or at the TV, then start control again.
• Picture format (CM-STRM-031) in PC Play: switch to TV Play, where the picture stays on your TV.
• Decoder error (CM-DEC-052) in PC Play: choose Restart picture. If it keeps happening, switch to TV Play.

Shaky connection, Wi-Fi or cable

If the connection gets shaky, ConsoleMouse releases control and says the connection is unstable. You can start again. A network cable for the console is the steadier choice, ideally for your computer too. Wi-Fi works, but varies more. If the connection drops for a moment, for example on a loading screen, it comes back by itself. Press F10 to play on.

Nothing happens on the console

• Another user is signed in at the TV: hold Home (the PS button) to take over, or sign in there with the account you play as.
• In the PS5 menus the mouse does nothing, because it acts as the right stick. Use WASD, the arrow keys and Enter.
• Mouse or keyboard missing: choose both under Devices. Until then F10 cannot start.
• On a Mac, check Input Monitoring, then restart ConsoleMouse. With the built-in keyboard, check Accessibility too.
• On Linux, make sure your user can read your mouse and keyboard.
• On Raspberry Pi, press Start control on the setup page. Control never starts by itself.

Engine not reachable (CM-IPC-082)

ConsoleMouse runs a separate engine program that talks to your console. If the app can’t reach it, nothing gets controlled. Quit ConsoleMouse, also in the notification area, and start it again from Steam. If it keeps happening, reinstall ConsoleMouse through Steam.

Steam messages

• Steam is not running: start Steam, sign in, then check again.
• This Steam account does not have ConsoleMouse: sign in to Steam with the account that has ConsoleMouse in its library.
• Updates come through Steam by themselves. There is nothing to download in the app.

Support codes and the support export

When something goes wrong, ConsoleMouse explains it in plain words first and shows a support code such as CM-NET-014 underneath. Support export, under Help, makes a small file for us. You see exactly what is inside before saving. It never contains passwords, pairing data, account IDs, keystrokes or screenshots. Write to [email protected] with the support code, your operating system and whether you use TV Play or PC Play. Never send passwords.