Why am I having problems connecting to the screen sharing?

This may be due to your firewall. Please contact your network administrator and allow firewall access to the following addresses: host:,,, ports UDP 6000-65534 and TCP 443, and TCP 5040-5060.

What do you mean by “network administrator”? This is a personal Mac computer and I don’t know if I have a firewall for this computer.

You may need to check your WiFi or personal network to make sure you are connected. Please call our Customer Care department at 844-844-1322 to verify.