Troubleshooting

• For Windows platform:

  1. Make sure your Mirroring360 is 1.5.0.0 or newer
  2. Mirror your device to your computer
  3. On the mirrored window on your computer, mouse right-click, select ‘Start Recording’
  4. Stop it by mouse right-click on the mirrored window and select ‘Stop Recording’

  The recorded video file will be stored in the default path “C:\Users\{Windows_account_name}\Videos” (or you optionally set it to a preferred location from Settings > Advanced). The file name has the convention {device_name}_{timestamp}.mp4

  For Mac platform:
  We recommend the built-in QuickTime Player (version 10 or later) that comes with OS X, below are the steps (adaptedfrom https://support.apple.com/en-us/HT201066#screen):

  1. Choose File > New Screen Recording
  2. To start recording, click the Record button, then click anywhere on the screen to begin recording the entire screen. Or drag to select an area to record, then click the Start Recording button within that area
  3. To stop recording, click the Stop button in the menu bar, or press Command-Control-Esc (Escape)

  Note: To change the recording settings, click the arrow next to the Record button.

Please take a look at our ‘How it works’ tutorial on https://www.mirroring360.com/how-it-works.

For iPhone users, please take a look at the tutorial we found here.

For Android users, please take a look at the tutorial we found here.

If you are having trouble connecting to the computer list in your iPad or iPhone’s AirPlay list, please follow the below suggestions to troubleshoot (usually the first 2 steps should be sufficient):

1. Restart your iPad or iPhone (i.e., press and hold the Sleep/Wake button until the red slider appears, drag the slider to turn your device completely off, after the device turns off, press and hold the Sleep/Wake button again until you see the Apple logo)
2. Restart your computer, make sure your Mirroring360 application on your computer is up and running
3. Make sure your Windows Firewall (or 3rd party firewall) has allowed the Mirroring360.exe application to access the network, either by:
   • Allow Mirroring360.exe application to be trusted and applied to ‘Domain’, ‘Private’, and ‘Public’ profiles
   • Allow the following port ranges be allowed by the firewall:
     • TCP 6000-7000, 7100, 47000, 47010
     • UDP 5353, 6000-7000, 7011

We suspect that you might also be running some 3rd-party HTTP capturing software (e.g., HTTP Pro) that blocks non-standard HTTP web traffic thus preventing AirPlay protocol to function properly. Please configure these 3rd-party HTTP capturing software to allow AirPlay protocol to access/pass through.

In addition, please make sure your display adapter driver is up-to-date, and has DirectX features enabled.

Most likely:

1. You may temporarily experience a network downtime
2. Your computer is in a proxied network environment

Please try the following:

1. Please try to request free trial again after 10 minutes
2. Set up your proxy access details
3. Check and see if your network or computer is blocking access to our server (m360.api.splashtop.com)

If you are still unable to request for a free trial or does not have the permission to unblock the access to our server, try connect your computer to another less restrictive WiFi or a Personal Hotspot (e.g., like iPhone or Verizon MiFi) to go through the request for free trial and activation steps. Once activated, you can bring your computer back to your previous network environment.

Below are some common 84xxx error codes that most of our customers have encountered:

• 84092: The license key you entered is not for this computer
• 84045: The license key you entered is invalid, please check and enter it again
• 84165: The license key you entered has already been activated and used

Should you encounter 84xxx error codes other than stated above, please use the contact form towards the end of this page to request additional support.

Often it is much more effective and helpful to attach the debug logs and crash logs (if applicable) from your computer when filing a support request to us. Right now, only the Windows version has the debug logs (MIRRORING360_SLOG.txt and MIRRORING360_SLOG.txt.bak) and it can be located under:

%USERS%\<your_windows_user_account>\AppData\Roaming\Mirroring360

One of the following will usually resolve this issue:

1. Restart the Mirroring360 app on your computer
2. Reboot your computer
3. Restart your device
4. Make sure you have the latest version of the receiver app by going to About |Check for Updates
5. Uninstall and reinstall the app
6. Update the video card driver on your computer
7. Run dxdiag.exe, go to “Display” tab and check DirectX features are all “enabled”

If it still doesn’t work, please submit a support request at the bottom of this page.

Once you’ve purchased a license key, you need to apply it to your Mirroring360 receiver application to ensure uninterrupted use of the product. Please follow the below steps to activate the product with the license key you purchased.

1. You can access your license key from https://m360.splashtop.com and login with your account credentials
2. Launch Mirroring360 application and go to Settings > About tab
3. Click the ‘License…’ button, when prompted to enter the license, copy and paste the new license key and click ‘Activate’ to complete your product activation

You can mirror up to (and including) 4 devices simultaneously.

If you are having trouble finding your computer from your iPad’s AirPlay list, please get the Mirroring Assist from the App Store by clicking here. This app is designed to assist you in discovering your computer when both your iPad and the computer are in the same subnet or route-able subnets.

If you are using a version of iOS prior to iOS 10: After you have selected the computer from the AirPlay list, please make sure that you have also turned on the ‘Mirroring’ switch.

On your iPad or iPhone:

1. Swipe up from the bottom of your screen to access Control Center. Tap the AirPlay button.
2. Find your computer, and scroll up one more row to reveal the ‘Mirroring’ switch
3. Turn on ‘Mirroring’

Mirroring360 is designed to share a device’s screen to computers that are connected to the same wireless network.

If you are having trouble finding the computer in your iPad or iPhone’s AirPlay list, please follow the below suggestions to troubleshoot (usually the first 4 steps should be sufficient):

1. Be sure you have Mirroring360 application installed on your computer, download and install here
2. Be sure your computer and your iPad or iPhone are connected to the same Wireless home network.
   1. If your computer has a wireless network connection, connect to the same WiFi (i.e., same SSID) as your iPad or iPhone
   2. If your computer has a wired network connection, connect it to one of the network ports on the wireless router and have your iPad or iPhone connect wirelessly to that wireless router
3. Using Mirroring Assist on your iPad to discover your computer, get Mirroring Assist here
4. Restart your iPad or iPhone (i.e., power off your device by long press the sleep/lock button, ‘slide to power off’, and then power back on the device)
5. Use a personal WiFi hotspot (i.e., iPhone Personal Hotspot, or Verizon MiFi) to have your computer and iPad or iPhone connect to it wirelessly
6. Make sure your Windows Firewall (or 3rd party firewall) is allowing the Mirroring360.exe application to access the network, either by:
   • Allow Mirroring360.exe application to be trusted and applies to ‘Domain’, ‘Private’, and ‘Public’ profiles
   • Allow the following port ranges be allowed by the firewall:
     • TCP 6000-7000, 7100, 47000, 47010
     • UDP 5353, 6000-7000, 7011

Most likely:

1. You may temporarily experience network downtime
2. Your computer is in a proxied network environment

Please try the following:

1. Please try activate the product again after 10 minutes
2. Set up your proxy access details
3. Check and see if your network or computer is blocking access to our server (m360.api.splashtop.com)

If you are still unable to activate the product or do not have permission to unblock the access to our server, try connect your computer to another less restrictive WiFi or a Personal Hotspot (e.g., like iPhone or Verizon MiFi) to go through the activation steps. Once activated, you can bring your computer back to your previous network environment.

Below are some common 12xxx error codes that most of our customers have encountered:

• 12002: ERROR_INTERNET_TIMEOUT (The request has timed out.)
1. Your computer may be in a proxied environment
2. There may be a temporary glitch from the ISP
3. The network or the computer may be blocking access to m360.api.splashtop.com
• 12029: ERROR_INTERNET_CANNOT_CONNECT (The attempt to connect to the server failed.)
1. Your computer may be in a proxied environment
2. Your computer / network may be blocking access to m360.api.splashtop.com

If you have another Internet connection like Personal hotspot, you can have your computer connect to it, usually this problem will be resolved.

Should you encounter 12xxx error codes other than stated above, please use the contact form towards the end of this page to request for additional support.

A complete list of list of error codes can be found here.

If you have not set a password in Mirroring360 (under Settings > Advanced > Password), then it’s possible that the WiFi/wired network you are currently in have iOS management solution in place.

One example would be the Cisco’s Meraki router appliance and the ‘require password for AirPlay’ is set. To unset this option, on the iOS that is trying to use Mirroring360:

1. In the MDM Commands section, click on AirPlay and make sure a password isn’t set
2. Then click on System Manager > MDM Settings and click on Restrictions
3. Uncheck the box(s) that says require passcode for AirPlay (there should be two, one for incoming and one for outgoing)
4. And update the organization profile

Other router appliance may have similar settings/configurations that needs to be figured out.

Mirroring360 handshaking relies on certain broadcast and MDNS packets to be allowed by the network, but airport / hotel wifi often aggressively filters out these packets. To mirror at these locations, you can connect sending and receiving devices to a cellular hotspot – please refer to “How do I set up WiFi hotspot or Tethering for mirroring?” for detailed instructions.