FAQ
How to find the Windows computer name
How to find the computers IP address
If you are trying to use WiFi then you need the internal IP address, otherwise you need the external IP address
iTap mobile Connect
The preferred way for all connections starting with version 1.9 of the client is to use iTap mobile Connect. Please follow our setup-guide for quick start details. This way you don't have to worry about firewall configurations or IP addresses.
Internal IP address
External IP address
Open the website http://whatismyip.com on the Computer you want to know the external IP of. Do not open this url on the iPhone, the information will be wrong!
How to setup your firewall
The method to configure your firewall depends on the firewall you are using. Please note that Windows XP (since SP3) and Windows Vista have built-in firewalls, so you will have a firewall active even if you never installed such a program. You can reach this firewall through the security center (in control panel).
You have to open "TCP port 3389" in your firewall for RDP to work. Please consult the manual or online help of your firewall for instructions on how to do this.
How to access your computer with 3G or how to forward RDP ports to the internet
iTap mobile Connect
The preferred way for all connections starting with version 1.9 of the client is to use iTap mobile Connect. Please follow our setup-guide for quick start details. This way you don't have to worry about firewall configurations or IP addresses.
Not using Connect
This step depends highly on your network setup. We assume here that you have a DSL or cable modem and a router connecting your modem with your computer. Sometimes the modem and router are combined into a single box.
How to setup port forwarding depends on the make and model of your router. You can use the guide on www.wikihow.com to configure your router to forward RDP traffic (RDP uses TCP port 3389).Please note that we are not affiliated with nor endorsing any of the sites we refer to in this guide.
I cannot find or connect to my computer
iTap mobile Connect
The preferred way for all connections starting with version 1.9 of the client is to use iTap mobile Connect. Please follow our setup-guide for quick start details. This way you don't have to worry about firewall configurations or IP addresses.
Not using Connect
Please make sure that your computer is on. You can either enter your computers IP address (see http://www.home-network-help.com/check-ip.html on how to find your IP Address) or host name. Please note, using the host name requires your network to resolve the host name properly through DNS. In many home network configurations only the IP address will work properly.
Most LAN IP addresses in home networks start either with 192.168 or 10. If you have multiple network adapters (e.g. an internet modem and a LAN network adapter) please make sure to pick the IP address which starts with either of these numbers.
One other reason why iTap mobile RDP cannot connect to your computer can be that you are using an unsupported Windows version. Please note that Windows XP Home, Windows Media Center Edition, Windows Vista Home, Windows 7 Home or Starter and Windows 8 are not supported. This is not a technical limitation of iTap mobile RDP but a limitation of Microsoft for certain consumer Windows versions. We recommend to upgrade to one of the supported Windows editions.
If none of these steps help finding the problem please use the automated help wizard. To do so, please open the settings for the bookmark which is causing problems on your iPhone and tap the help text. This should open a webpage which will give you information and help specific to your problem.
Windows versions which are not supported
Windows XP home, Windows Media Center Edition, Windows Vista Home, Windows 7 Home or Starter and Windows 8 are not capable of using RDP. This is not a technical limitation of iTap mobile RDP but a limitation of Microsoft for certain consumer Windows versions. We recommend to upgrade to one of the supported Windows editions.
How do I enable RDP on my Windows Version?
This FAQ entry only applies to Windows XP Professional, Vista Business, Vista Enterprise, Windows 7 Professional, Enterprise and Ultimate, Windows 8 Pro and Enterprise.
Please refer to our setup guides for instructions on how to enable RDP on the above mentioned versions of Windows.
I still cannot find or connect to my computer (Firewall issues)
iTap mobile Connect
The preferred way for all connections starting with version 1.9 of the client is to use iTap mobile Connect. Please follow our setup-guide for quick start details. This way you don't have to worry about firewall configurations or IP addresses.
Not using Connect
iTap mobile RDP needs to connect to your computer over the network. 3rd party firewall software and also the Windows firewall are the main reason why a connection to your PC is impossible.
To check if the 3rd party or integrated firewall is responsible: Please disable any third-party firewall software and also the Windows internal firewall temporarily. If this causes the problem to disappear you will need to add an exception for iTap mobile RDP to your firewall. iTap mobile RDP needs to be able to receive TCP packets on port 3389.
Please note that Windows XP (since SP3), Windows Vista, Windows 7 and Windows 8 have built-in firewalls, so you will have a firewall active even if you never installed such a program. You can reach this firewall through the security center (in control panel).
I can connect to my computer with WiFi, but not with 3G, EDGE, ...
iTap mobile Connect
The preferred way for all connections starting with version 1.9 of the client is to use iTap mobile Connect. Please follow our setup-guide for quick start details. This way you don't have to worry about firewall configurations or IP addresses.
Not using Connect
In order to use iTap mobile RDP with 3G networks (or generally from the internet) you computer must be visible from the internet. To do this you need to perform the following three steps:
Step 1: Find out your public IP address
You can find your public IP address by visiting www.whatismyip.com from your desktop computer. Write down the IP address, you need it to connect from your iPhone. Please note that your public IP address can change over time, so you have to look it up from time to time to see what your current IP is. Or alternatively you can use a dynamic IP service like DynDNS to get a name which always points to your current IP address.
Step 2: Forward port 3389 to your LAN computer
This step depends highly on your network setup. We assume here that you have a DSL or cable modem and a router connecting your modem with your computer. Sometimes the modem and router are combined into a single box.
How to setup port forwarding depends on the make and model of your router. You can use the guide on www.wikihow.com to configure your router to forward RDP traffic (RDP needs TCP port 3389).Step 3: Configure firewall
Your firewall will treat connections from the internet differently than connections from your local WiFi network. Please read the FAQ entry about firewall issues for further details.
How do I show the keyboard / disconnect / right-click / ...
A list of all gestures is visible on the device if you open the "Utility Bar" (with a three finger tap) and tap on "Help". Additionally all gestures are documented in our manual on the device and you can download our gesture quick reference here.
Help, I cannot show the keyboard!
Please make sure that you do not have the "Zoom" accessibility feature enabled (where you can zoom and pan all iPhone/iPad programs using 3 fingers). This system gesture conflicts with all programs which are using 3 finger gestures. If you need to use the "Zoom" feature you can alternatively set the "Utility Bar" in the advanced options to "On". Then you have buttons for keyboard and disconnect on screen.
If this is not the problem, many people have found the following tip helpful:
Some people have reported problems showing the keyboard using the 3-finger swipe gesture. We have improved it very much with version 1.4, but if you still experience problems, this tip was found helpful:
"I got the problem resolved; you may want to include this in the instructions. I was touching the screen with all 3 fingers at the same time then dragging them off the screen and yes closing the app didn't work also. How I resolved it was in one smooth fluid motion I put down my index finger then my middle finger then my ring finger held it for a split second and pulled off the screen. It now works every time as well as closing down the connection. My guess is that the phone saw it as one touch because all fingers made contact at the same time."Is your client RDP 7 compatible.
Yes, our client supports RDP 7 (and all previous versions like RDP 6.1, RDP 6, RDP 5 and RDP 4). Please note that supporting a specific version of RDP 7 does not mean that all virtual channels available with the Windows Client are supported because many of them would not make sense on a mobile device.
Please see our feature overview for details or contact our support if you need to make sure a certain feature is supported (or if you would like to suggest a new feature).
Which iOS/iPhone OS devices are supported
We do support all currently available devices, as long as the iOS version is higher than 3. Here is a complete list:
- iPhone (original)
- iPhone 3G
- iPhone 3GS
- iPhone 4
- iPhone 4S
- iPhone 5
- iPod touch, all generations
- iPad all models
Why does my keyboard not come up?
This frequently happens with a bluetooth keyboard paired with the iOS device and actually is a feature and not a bug. Although it would make sense for our software to have both the bluetooth and the on-screen keyboard available, it is a limitation (or feature) of Apple's iOS why this is impossible.
Are all updates and re-installs for free.
Yes, all updates, re-installs, re-downloads and re-purchases of either the App or its in-app features are for free for all time.
The App Store (both in iTunes and on the device) might tell you, that you are in the process of re-purchasing the App for a certain price, please just ignore this message. If you click on the buy button you will immedately get a message which tells you that you have already purchased this application and that you can re-download it for free (which will also re-enable in-app features).
The App does not start anymore.
Although very seldom, it can happen, that an App on iOS stops working and is unusable unless killed from the multi-tasking menu.
To resolve this issue please open the multi-tasking menu on your iOS device by double-pressing the home button. Then navigate to our App icon and press your finger on the icon until the icon shows a red circle (which is the kill-the-App feature). Press this red circle to kill the App and then try to restart it.
If this does not work, it could be that settings have been corrupted which prevent our App to start properly. To resolve this please try to delete the App and re-install it (updates and re-installs are always for free).
What kind of support services are included.
All our customers have free access to our email support services. You can be assured that you will get fast and accurate support from skilled engineers.
It still doesn't work, I want to report a bug, or suggest a new feature
Fast and accurate support has always been one of our goals, please do not hesitate to contact us if you have technical problems or suggestions. Our support email address is: support-ios-rdp@itap.mobi