How can I request an invoice?

ℹ️ Subscriptions and invoicing are handled by our reseller partner.

You can read more about our partner here: Paddle – The complete payments, tax, and subscriptions solution for SaaS

You will receive a receipt or invoice by email on a regular basis (monthly or yearly) until you cancel your subscription. The invoice you receive from help@paddle.com should be in your inbox.

⚠️ Note: It may happen that your mail system is handling our mail as spam. Therefore, if you cannot find the email in your inbox, please check your Spam/Junk and any other folders in your mailbox as well.

➡️ Depending on the situation, you have different possibilities to request an invoice:

  1. If you do not already have a subscription.
  2. If you have already subscribed to our service – via your receipt.
  3. If you have already subscribed to our service – via the support site of our reseller partner.

1. If you do not already have a subscription.

During the subscription process, once you have entered your email address, selected your country, and clicked on the Continue button, the following window will appear:

1. Click on the Add VAT number text.

You will see the following form:

2. Enter the VAT number. (required)
3. Enter the Company name. (required)
4. Enter the Street name. (required)

Scroll a bit to see the rest of the form:

5. Enter the Town/City name. (required)
6. Enter the State/County name. (required)
7. Click on the Add VAT number button.

▶️ Our tutorial video showing the process is available on our YouTube channel: DWService – How to subscribe (if you decide to) – YouTube

The video will show you where and how to provide your invoicing information.

2. If you have already subscribed to our service – via your receipt.

You received a receipt via email that includes a “View Receipt” button:

1. Click on the View Receipt button.

Your receipt opens, which looks like this:

2. Click on the Add address & VAT Number text.

A window will open where you can enter your invoicing details:

3. Tick the checkbox (This is a business purchase).
4. Enter your full name. (optional).
5. Enter your VAT Number. (required)
6. Enter your company name. (required)
7. Enter street address, building, etc. (required)
8. Enter city. (required)
9. Enter state or county (optional)
10. Enter postcode. (required)
11. Click on the Save button.

3. If you have already subscribed to our service – via the support site of our reseller partner.

ℹ️ Our subscriptions and invoicing are handled by our reseller partner (Paddle – The complete payments, tax, and subscriptions solution for SaaS), so you should contact them in this case. You can do this as follows:

➡️ Go to support website of our reseller partner: Paddle.net

1. Click on the Look up my purchase button.

You will see the following window:

2. Enter your e-mail address.
3. Tick the “Verify you are human” checkbox.
4. Click on the Locate my purchase button.

You will see the following:

Check your mailbox. You will receive an email to your email address:

5. Click on the Verify and show purchases button.

A web page will open with the details of your subscription:

6.  Click on the “Get Help” button.

A chat window will appear:

 

7. At the bottom of the chat window, you can request update details or request invoice.

➡️ In case you encounter any problems during the process, please contact us at support@dwservice.net with the details of your problem.

⬛ Black screen in the Screen app


ℹ️ There could be several reasons for a black screen.

➡️ You can check the following to find the cause of your problem:

  • The Agent has a log file that records events related to the Agent. This is a plain text file that can be opened with any text editor (even remotely). If the Agent is installed in the default location, the log file is the following:
    • Windows ⇒ C:\Program Files\DWAgent\dwagent.log
    • Linux ⇒ /usr/share/dwagent/dwagent.log
    • macOS ⇒ /Library/DWAgent/dwagent.log

Open the log file and check for errors (if any).

  • If the remote device is running Windows operating system, you can also search for errors related the DWAgent and Python in the Windows Event Viewer.
  • If the remote device is running Linux operating system, you can check for other errors by running the dmesg command. Execute the dmesg command in a Terminal window:
    • To display errors related to dwagent, enter this command: sudo dmesg | grep dwagent
    • To display errors related to python, enter this command: sudo dmesg | grep python
  • If the remote device is running macOS, open the macOS Console and check for error messages related to the DWAgent or Python.
  • If the remote device has some kind of antivirus/firewall protection, please turn them off temporarily. If it works after the protection is turned off, please add the Agent to the protection exceptions. 
  • Use a different browser to control the remote device. For example: Microsoft Edge, Google Chrome, Mozilla Firefox, Brave, Opera, etc. Check if it works properly with another browser.
  • If your web browser contains extensions, please temporarily disable all of them. If it works without extensions, enable them one by one. This way you can find out which extensions are causing the problem.
  • Clear the cache of your web browser, restart the browser and check if it works properly.
  • If you have an Android device, you can also use our Client for Android to control your remote device.
  • Make sure that the device drivers are correct and that the video card is working properly.
  • If there is no monitor connected to the remote device (i.e. the remote device is a headless device), we suggest that you also have a look at this documentation: 🖥️❌ Set up a device without a monitor (headless) – DWService – Docs

➡️ If your problem persists, please share your recent experiences and the details of your problem with us at support@dwservice.net. Among other things, please share the following with us:

  • Type and version of the operating systems.
  • The version of the web browser.
  • Version of the antivirus/firewall protection (if any).
  • Error messages in the log file (if any).
  • Agent-related error messages in the operating system (if any).
  • Whether there is a monitor connected to the remote device.

We will do our best to help you further.

⚠️ Error: Failed to load the Application. Check your network connection or try clearing your cache.

ℹ️ This is a general error message, which can be caused by several problems.

Typically, there are two situations in which this error message may appear:

  1. When logging into your account
  2. When connecting to an Agent

1. When logging into your account

Here are ways to find out what is causing the error message in this case:

  • Make sure your browser is up to date.
  • Use a different web browser. For example: Safari (in case of mac devices), Microsoft Edge, Google Chrome, Mozilla Firefox, Brave, etc. Check if the problem occurs with another web browser as well.
  • If your web browser has extensions, please temporarily disable all of them. If there are no errors without extensions, enable them one by one. This way you can find out which extension is causing the problem.
  • Clear the cache of your web browser, restart the browser and check if it works properly.
  • If you are using Edge, Chrome, Firefox, etc. and the problem occurs, use the F12 function key to open DevTools. In the window that opens, select the Console tab. Check for errors (if any).
  • If you are using a Safari browser and the problem appears, from the Develop menu, select Show Web Inspector and then the Console tab in the window that appears.
    In case you do not have a Develop menu in your Safari browser, proceed as follows:

1. Select Safari.
2. Select Settings…

The following window will open:

3. Select Advanced.
4. Tick the checkbox before the Show features for web developers.

5. Select Develop.
6. Select Show Web Inspector.

7. Select Console tab.
Check for errors (if any).

  • If you have an Android device, try using our Client for Android. More info about it: Client – DWService – Docs
  • In case you have any Antivirus/Firewall protections, please disable them temporally. Check that it works properly.
  • Test your Internet connection. With Internet connections, it is not just speed that matters, but also quality. The quality of your internet connection is affected by several factors:
    • Download speed – the faster the better
    • Upload speed – the faster the better
    • Latency (Ping) – the lower the better
    • Jitter – the lower the better
    • Packet loss – the lower the better (0 is best)

There are several tools on the internet to test the quality of your internet connection. A few examples:

  • If you use Wi-Fi, check the strength and quality of your Wi-Fi signal.
  • If you have network devices (modem, router, switch, etc.), reboot them.
  • If you have the possibility, try to use a different internet connection (for example a mobile internet).

If you need further help finding the problem, please feel free to contact us at support@dwservice.net. We will do our best to help you find a solution.

2. When connecting to an Agent

Here are ways to find out what is causing the error message in this case:

  • The Agent contains a log file that records events related to the Agent. The log file is a plain text file that can be opened with any Text Editor. If the Agent is installed using the default path, the log file is as follows:
    • Windows ⇒ C:\Program Files\DWAgent\dwagent.log
    • Linux ⇒ /usr/share/dwagent/dwagent.log
    • macOS ⇒ /Library/DWAgent/dwagent.log

Open the log file and check for errors (if any).

If your problem persists and you can’t find a solution, please contact us on our support contact (support@dwservice.net) and let us know the details of your problem. For example (operating system version, web browser version, any error messages, etc).
Thank you in advance for your cooperation.

 

🖥️ Silent installation with Group Policy


If you would like to install the Agent using silent installation and Group Policy, you can do the following:

  • Create a PowerShell script (.ps1 file) containing the path to the Agent and the silent installation parameters.
  • Create an .msi file containing the Agent and the silent installation parameters.

Creating a PowerShell script file

An example of what a PowerShell script might contain:

IF NOT EXIST "C:\Program Files\DWAgent\agent.py" copy \\xxx.xxx.xxx.xxx\log$\software\dwservice\dwagent.exe c:\temp\ & c:\temp\dwagent.exe -silent user=xxxxxx password=xxxxxx & DEL /F /S /Q /A "c:\temp\dwagent.exe"

Creating an .msi file

Using a third-party (free) tool, you can create your own .msi file from the .exe file downloaded from our site and using the silent installation parameters, which you can then use to install the Agent.

Download and install the application.

Once the application is installed, launch it. You will see the following window:

Browse to the .exe installation file downloaded from our download page:

Enter the parameters to use for the silent installation:

💡Hint: parameters for silent installation can be found here: How do I install the agent silently?

Then click on the Build MSI button:

The .msi file will be created. With the same name as the .exe file and in the same folder as the .exe file.

✅ You can then use the .msi file for a silent installation.

🔁 How to reinstall the Agent remotely.


There may be situations where you need to completely reinstall the Agent remotely.
In such a case, you can do the following:

1. Connect to the remote device.

2. Download the latest installer from our website (DWService – Download).

2. Launch the installer on the remote device.

3. Select Run.

4. In your local browser, open a new browser tab/window.

5. Visit the DWService website.

6. Connect to the remote device again using the username (xxx-xxx-xxx-xxx) and password (xxxx) you received on the remote device.
With this new connection you have the possibility to uninstall the Agent from the remote device.

8. Uninstall the Agent.

9. After you have successfully uninstalled the Agent, reinstall it.

✅ Once the Agent is installed, you can use that connection to manage the remote device.

🥶 Remote control freezing in case of AVG/Avira antivirus protection.


We are aware that in case the remote device is protected by AVG or Avira products, the remote control may freeze.
To avoid this problem, we have published an updated installer for the Agent.

➡️ The following is what you need to do:

1. From the remote device, uninstall the Agent.

2. Download the latest installer from our download site: DWService – Download

3. Use the latest installer to install the Agent.

✅ Once the Agent is reinstalled, the remote control will not freeze.

➡️ Alternatively, or in case you are experiencing this problem with many of your Agents, you can do the following:

1. Use a script file to remove the Agent from the remote device. The commands to use to completely remove the Agent are available in our documentation:

2. Download the latest installer from our download site: DWService – Download

3. Use the silent installation feature to install the Agent. 

📖 You can read about the silent installation feature here: How do I install the agent silently? – DWService – Docs

✅ Once the Agent is reinstalled, the remote control will not freeze.

🖥️❌ Set up a device without a monitor (headless)

This section shows possible solutions for the situation when there is no monitor connected to the remote device and only a black screen appears when using the Screen application.

We are aware of multiple working solutions:

Hardware solution

If there is no monitor connected to the remote device, you can connect a DisplayPort or an HDMI device to it.

  • The DisplayPort device looks like this:

More information about the device is available here:

Amazon.com: FUERAN DP – DisplayPort Display Emulator EDID Emulator Plug (fit Headless 2560×1600@60Hz) : Electronics

  • The HDMI device looks like this:

More information about the device is available here:

Amazon.com: FUERAN 4K Dummy Plug Virtual Monitor Display Emulator, Headless Display Adapter Supports up to 3840×2160@60-1080@120Hz HDMI-Compatible.Ethereum ETH ZEC BTC Mining(1 Pack) : Electronics

Software solution for Windows10 and Windows11

For Windows operating systems, it is possible to install an application that creates one or more virtual monitors.

  • One such application is available here:

GitHub – VirtualDrivers/Virtual-Display-Driver: Add virtual monitors to your windows 10/11 device! Works with VR, OBS, Sunshine, and/or any desktop sharing software.

The installer can be downloaded here: Releases · VirtualDrivers/Virtual-Display-Driver

  • Another such application is available here:

Create persistent virtual displays in Windows with usbmmidd – kaanlabs

⚠️ Note: these solutions work properly with Windows10 and Windows 11 as well.

Software solution for Linux

Multiple solutions are available for the Linux operating system.

Solution 1:
Setup Ubuntu Dummy Desktop & Remote Access – Thien-Minh Nguyen (brytsknguyen.github.io)

Solution 2:
https://gist.github.com/dragolabs/8e559113567faed32327ef24fdce775b?permalink_comment_id=4051635

Solution 3:

  • First, install an Xorg dummy driver:

sudo apt-get install xserver-xorg-video-dummy

  • Then write a config file for that driver that tells DWService this device is headless:

sudo nano /etc/X11/xorg.conf

  • In this new file, copy and paste the following text:

Section "Device"
Identifier "Configured Video Device"
Driver "dummy"
# Default is 4MiB, this sets it to 16MiB
VideoRam 16384
EndSection

Section "Monitor"
Identifier "Configured Monitor"
HorizSync 31.5-48.5
VertRefresh 50-70
EndSection

Section "Screen"
Identifier "Default Screen"
Monitor "Configured Monitor"
Device "Configured Video Device"
DefaultDepth 24
SubSection "Display"
Depth 24
Modes "1024×800"
EndSubSection
EndSection

  • When you are done, make sure you save the file and quit (Ctrl+X, then Y, then Enter).
  • Reboot the device.

✅ You should be able to use the Screen app.

Software solution for macOS

For the macOS operating system, the following solution can be used:

GitHub – waydabber/BetterDisplay: Unlock your displays on your Mac! Smooth scaling, HiDPI unlock, XDR/HDR extra brightness upscale, DDC, brightness and dimming, virtual screens, PIP and lots more!

🔇 Disable audio on the Agent side

If you are experiencing problems with the audio of the Agent, you can disable the transmission of the audio of the Agent by using the solution below.

The folder of the Agent contains a configuration file (config.json).
If you have installed the Agent in the default location, the configuration file is:

  • Windows ⇒ C:\Program Files\DWAgent\config.json
  • Linux ⇒ /usr/share/dwagent/config.json
  • macOS ⇒ /Library/DWAgent/config.json

This configuration file can be opened with any text editor (even remotely – using the Text Editor).

Open the configuration file and insert the following line:

"desktop.sound_enable": false,

Your configuration file should look similar after pasting:

⚠️ Important note: the parameters in the file are separated by a comma (,) at the end of each line (except the last parameter).
Please, pay attention to them. If there is a comma missing between two parameters, the Agent will not start.

When the change is made and everything is correct, Save the file.

Then Restart the Agent.

✅ With this setting, the audio from the Agent will not be transmitted.

🔲 Status of the Agent: Unavailable

In the event that the Agent’s status is Unavailable, there are several possible reasons.

Maybe it is just a temporary failure on the Agent side, in the Internet connection, or at the Node.
Please check your connection again a little bit later.

If the status is still “Unavailable”, the error will be most likely on the Agent side. Either with the internet connection or with the device itself.

➡️ You can check the following:

  • Check what DWAgent – Monitor indicates as status. More information about the Monitor is available in our documentation here: Monitor – DWService – Docs
  • Check that the Agent is not disabled. (If the Monitor icon is red, it means the Agent is disabled, please enable it)
  • The Agent has a log file that records events related to the Agent. The log file is a plain text file that can be opened with any text editor. If the Agent has been installed using the default path, the log file is the following:
    • Windows ⇒ C:\Program Files\DWAgent\dwagent.log
    • Linux ⇒ /usr/share/dwagent/dwagent.log
    • macOS ⇒ /Library/DWAgent/dwagent.log

Open the log file and check for errors.

  • Test your Internet connection. With Internet connections, it is not just speed that matters, but also quality. The quality of your internet connection is affected by several factors:
    • Download speed – the faster the better
    • Upload speed – the faster the better
    • Latency (Ping) – the lower the better
    • Jitter – the lower the better
    • Packet loss – the lower the better (0 is best)

There are several tools on the internet to test the quality of your internet connection. A few examples:

➡️ If your problem persists, please share your recent experiences and the details with us at support@dwservice.net.

We will do our best to find the cause of the problem and thus a solution.

⬛ Shell app – Using authentication for the Shell app

When connected to a remote device, you can use the Shell application to run commands on the remote device.

By default, you do not need to enter a username and password to use the Shell app. You can use it immediately. As seen here:

However, this behavior can be changed.

✅ By requiring the username and password of the remote device user to use the Shell application, the security of the agent can be further enhanced.

As seen here:

 

➡️ For more information on configuring the Shell application, click here: Configure the Shell app