Jump Desktop Connection Issues MAC

We have remote editors accessing a local computer via Jump on a Mac Mini 8gb. They have had so many issues connecting and i can't seem to figure out why. A few errors have occured:

Protocol Problem Error Code = 12 Suberror = 0

Another issue is Audio connection. The audio will say its being output as jump desktop audio but the editors have no sound coming thru. they've messed with the computer settings and toggled between jump and local to try and switch it themselves. this only is resolved by a hard reset on the computer which they cannot do remotely due to computer admin stuff.

HELP! Why does this keep happening and what can i try to fix these issues?

Abdul Ghani Madid October 18, 2023 13:08

Hi Zack, Thank you for reaching out to us.

Error code 12 means that the user actually logged out of their Mac desktop after they connected.
Can you try to restart the host machine(Mac computer) and then try to connect again?

Regarding the audio issue, could you specify how many users are connected to the remote machine simultaneously? Additionally, are they connecting via a Background session? It's important to note that background sessions have limitations—features like virtual displays and audio remoting won't function when a user is logged into a background session.

Thank you.

Jump Desktop Connection Issues MAC

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