Support

Support is available via email only, typical response time is within one business day. If the problem is not addressed in Configuration guides, or in the FAQ, please send an email to with detailed description of the problem, including version of the application, which can be found on the About screen.
We also have Xtralogic RDP Client Support discussion group for general discussions that might benefit user community and for improvement and feature suggestions.

To provide valuable data for troubleshooting a problem, use Xtralogic Log Collector app, which is available free of charge on the Android market. The app sends the collected log to us by a method you choose (e-mail, messaging, etc.). To install it follow this link in the Android device web browser (please note, that the link won't work in a desktop web browser). Alternatively, search for "xtralogic logcollector" in the Market application. Please send the collected data to support@xtralogic.com.

If the Remote Desktop client has crashed, the Log Collector will be invoked automatically, or you will be offered to install it, if the device doesn't have it yet.

Frequently Asked Questions

  1. How to configure a non-default RDP port in a server address?
  2. A third party software keyboard (e.g. Swype) stopped working after a recent upgrade. What can be done to fix that?
  3. Why am I getting the "The application is not licensed for use on this device" message?
  4. How to edit an entry in the saved servers list?
  5. How to do a right mouse click with a touch screen?
  6. How to perform a drag operation?
  7. My Android phone was replaced, how can I install the app on the new phone?
  8. How to make sound from a remote computer play on the phone?
  9. When trying to connect, I am getting the following error message "License negotiation failed: invalid client, server's grace period has been exceeded". How to fix that?
  10. Why am I getting the following error message: "Drive mapping is disabled on the remote computer." when trying to connect to a remote computer?
  11. How to enter numbers on Motorola Droid sliding keyboard, while connected to a remote desktop?
  12. Does the app work over a VPN connection?
  13. How to reset the master password if it was lost?
  14. Why when I try to log in onto a Windows 2008 server as a regular user I get the following error message "The requested session access is denied."?
  15. Why when I try to log in onto a Windows 2003 server as a regular user I get the following error message "The system could not log on, because to log on to this remote console session you must have administrative permissions on this computer"?

How to configure a non-default RDP port in a server address?

You can configure a non-default port by specifying it after a colon, e.g. 192.168.1.50:6000. Please note that the default port 3389 does not need to be explicitly specified.

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A third party software keyboard (e.g. Swype) stopped working after a recent upgrade. What can be done to fix that?

Go to Menu > Settings and check the "Use null input type" checkbox.

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Why am I getting the "The application is not licensed for use on this device" message?

One reason might be incorrect date and time setting on the Android device. The license verification mechanism depends on the correct time being set on a device.

Another reason might be that some VPNs do not allow the Market app communicate with Google servers. Workaround in this case is to try to connect when you are not on VPN, the connection will fail, but the license will be verified and cached for about a week and you will be able to connect over VPN. Sorry for the inconvenience.

The application is relying on the Google Android Market License Verification service to make sure it is licensed for use on the device. The licensing status is obtained through the Android Market application and cached for the next 24 hours. There has to be an Internet connection (over WiFi or cellular data network) when the application runs for the first time, so that the licensing status can be initially verified. After the licensing status is initially verified, the application can be used for one week without Internet connection. After one week the Internet connection will be required to verify the licensing status.

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How to edit an entry in the saved servers list?

Touch the entry in the list for at least one second (long press) and select Edit, or Remove, or the other available options. You can find more information on how to do the common tasks in Menu > Help.

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How to do a right mouse click with a touch screen?

To make a right click, touch, hold for at least 1 second without moving.

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How to perform a drag operation?

Touch, release, touch, drag, release. It is similar to a double click, only on the second click don't release your finger but drag instead and release only then done with dragging.

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My Android phone was replaced, how can I install the app on the new phone?

Register the new phone with the same Google account you had used to purchase the app. Then the app will be available in the My Apps section of the Android Market app.

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How to make sound from a remote computer play on the phone?

In the server settings in the app, go to advanced tab and select Sound->Play sound on the client. You also might need to log off the current Windows session completely (Start > Log off).

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When trying to connect, I am getting the following error message "License negotiation failed: invalid client, server's grace period has been exceeded". How to fix that?

There is probably some problem with windows licensing on your server, this can be worked around by deleting stored Windows client licenses in the app. Please go to Menu > Settings > Clear Windows licenses.

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Why am I getting the following error message: "Drive mapping is disabled on the remote computer." when trying to connect to a remote computer?

The reason this problem occurs is because because drive mapping is disabled on the remote server, but enabled in server server settings in Xtralogic RDC.

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How to enter numbers on Motorola Droid sliding keyboard, while connected to a remote desktop?

Press and hold ALT, then press a number key in the top row.

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Does the app work over a VPN connection?

Yes, the app works over VPN connections and has no special requirements in this regard.

But beware that the PPTP VPN on Android sometimes, in certain configurations, is not working reliably. Unfortunately there is no fix for that yet. See Android Issue 4706.

You can check your VPN connection by using Internet browser on the phone while connected over VPN.

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How to reset the master password if it was lost?

The Master password can be reset only by re-installing the app or clearing the app data (global phone Menu > Settings>Applications>Manage applications>Remote Desktop>Clear data). Your saved servers' settings will be lost.

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Why when I try to log in onto a Windows 2008 server as a regular user I get the following error message "The requested session access is denied."?

This happens if the "Connect to console" check box in the server settings in Xtralogic RDC is ticked off. It is the same as /admin option with mstsc and can be used only by admins on Windows 2008.

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Why when I try to log in onto a Windows 2003 server as a regular user I get the following error message "The system could not log on, because to log on to this remote console session you must have administrative permissions on this computer"?

This happens if the "Connect to console" check box in the server settings in Xtralogic RDC is ticked off (on Windows 2003 it is the same as /console option with mstsc) and an administrator user is already logged in on the server console. Before a regular user will be able to log in on the console, the administrator user needs to log off from the console.

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