Run the check
Open the screen share check on the computer you will share from. It tests the browser and the network and saves nothing.
Anslation Remote
Screen sharing not working? Find the cause, then fix it.
Most failures come from four places: the device, the browser, a computer setting or the network. Work through them in that order, or run the free check to see which one it is.
In short
Why is my screen sharing not working?
Screen sharing usually fails for one of four reasons: a phone or tablet browser, which cannot share a screen here; an old browser or an extension that blocks WebRTC; a computer setting, such as macOS not letting the browser capture the screen; or a network that blocks a direct path. Run the screen share check to see which one applies, then use the matching fix.
What you see, and what fixes it.
| What you see | Usual cause | Fix |
|---|---|---|
| The page says this browser cannot share a screen | A phone or tablet, or an old browser | Use Chrome, Edge, Firefox or Safari on a computer, kept up to date |
| The picker is empty, or the computer blocks sharing | macOS has not allowed the browser to capture the screen | Allow it under System Settings, Privacy & Security, “Screen & System Audio Recording”, then quit and reopen the browser |
| Sharing was cancelled | The picker closed without a choice | Click Share my screen again and pick a window or screen |
| The browser could not capture the screen | Another app is holding or sharing the screen | Close other apps that share the screen, then try again |
| You share, but the agent sees nothing | The network blocks a direct connection | Try another network, or ask your support team about a TURN relay |
| The code is refused | A wrong, used or expired code | Ask for a new code: each one works once, for 15 minutes |
Why networks get in the way.
- Browser to browserThe screen travels peer to peer over WebRTC. Each browser first asks a STUN server for its public address, so the two can find a path through home and office routers (NAT).
- When a firewall says noStrict office networks and some VPNs block that direct path. A TURN relay can carry the encrypted media instead; in Anslation Remote it is set up per deployment and is not on by default.
- Try another networkA home connection or a mobile hotspot often works where an office network does not. Ask for a new code if you had already joined.
Find the cause in a few seconds
The screen share check tests this browser and asks the STUN servers a session uses.
Fix it in four steps.
Use a desktop browser
Chrome, Edge, Firefox or Safari on a computer, updated, with any extension that blocks WebRTC turned off.
Allow the browser on a Mac
In System Settings, Privacy & Security, “Screen & System Audio Recording” (“Screen Recording” on older macOS), allow the browser, then quit and reopen it.
Change the network
If the direct path fails, try another network, or ask your support team whether a TURN relay is set up.
Read next.
- Screen sharing on phonesWhat phone browsers can and cannot share.
- All guidesScreen sharing and remote support, answered plainly.
- Screen share checkTest a browser and a network before a session.
- Use casesHow help desks, support teams, schools and MSPs run sessions.
- ComparisonsSide by side with AnyDesk, TeamViewer and seven more tools.
- Anslation RemoteThe product, what it does and what it does not.
Fixing questions, answered.
Why does my screen look black to the support agent?
Usually the computer is not letting the browser capture the screen: on a Mac, allow it under System Settings, Privacy & Security, then reopen the browser. Some apps and protected videos also show as black on purpose.
Does a VPN stop screen sharing?
It can. Some VPNs and office firewalls block the direct connection WebRTC needs. Run the check with the VPN on and off; if only one passes, use that setup where your organisation allows it, or ask your support team about a TURN relay.
What are STUN and TURN?
STUN servers tell a browser its public address so two browsers can connect directly. A TURN server relays the encrypted media when a direct path is blocked. Anslation Remote uses public STUN servers by default; TURN is set up per deployment.
Can I share my screen from a phone instead?
Not in Anslation Remote: screen sharing needs a desktop browser. A phone can join a session to chat. To show a screen, choose Leave on the phone, ask for a new code and type it on a computer, because each code works once.
Keep reading
- Remote screen share checkTest whether this browser can share a screen and whether your network finds a direct WebRTC path. It runs on this page and saves nothing.
- Screen sharing on phonesMost phone browsers cannot share the screen. What Android and iPhone browsers offer today, what Anslation Remote supports, and how to get help instead.
- Share your screen with supportShare your screen with a support agent from Chrome, Edge, Firefox or Safari: open the link, type the code, pick a window, and stop whenever you like.
- Remote securityHow one-time codes, consent, roles, workspaces, peer-to-peer media and the audit log work in Anslation Remote, and what it does not do yet.
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