Frequently Asked Questions

If you didn't find an answer to your question in this FAQ, please feel free to contact our team, we will try to answer your question within two business days.



What is RDM+?

RDM+™ is a remote desktop application that allows you to access your computer from mobile device remotely. You can send and receive emails, surf web, edit documents with word processor, copy, cut, paste files or folders and do hundreds other things that you typically do sitting in front of your home or office computer.

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What is a difference between RDM+, TSMobiles and VNC+?

RDM+ , VNC+ and TSMobiles are intended to provide remote access to desktop computer from mobile device. They allow to view and edit files, send and receive emails, run various applications and do many other things on the desktop computer remotely from your handheld. See more detailed description of differences in the product comparison table.

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How to install RDM+?

You can find detailed installation instructions in our Getting Started Guide.

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Where can I find updates?

SHAPE customer can update for free. You can download free updates here.

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Where can I find documentation?

Getting Starting Guide (for quick start) is located here.

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What versions of OS are supported?

RDM+ supports Microsoft Windows NT / 2000 / 2003 / XP / Vista.

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Can I access to several computers from RDM+ Web Access?

Yes, you can access to several computers from RDM+ Web Access. You need to install RDM+ Desktop on each of them and register them for RDM+ Online Service (free of charge). For more details see our user's manual.

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How do you protect security of remote access?

Connection to RDM+ Server is completely safe. All data transferring between computer and your mobile phone is strongly encrypted. For data encryption RDM+ uses 3DES (Triple DES, CBC mode) algorithm with 128-bits key. The 3DES key is randomly generated each time when the new session is started. It guarantees top level data protection. The data can be decrypted only by mobile device or the computer. RDM+ Server cannot decrypt these data and doesn't store your computer accounts. The server's only function is to provide communication channel between your mobile phone and remote computer.

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I have purchased Remote Desktop for Mobiles from ZZZ Software. How can I migrate to SHAPE RDM+?

In August 2006 SHAPE acquired ZZZ Software, the developer of Remote Desktop for Mobiles and TSMobiles. ZZZ products are now supported by SHAPE and you can continue using them without any additional charges. Sales of RDM+ Online Service and of remote access applications by ZZZ Software are discontinued. Further development of these application will be executed by SHAPE. More details on this question you can find on http://www.shape.ag/en/support/support.php?form=customer_care.

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I have registered my RDM+ Desktop, but I haven't received a confirmation email.

Most likely, the confirmation email was blocked by your spam filters. If you cannot find it, please contact us and give us email address you have used for registration.

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My RDM+ Desktop gives this error message: "Connection error. Attempt to reconnect".

Our support team will investigate this situation and help you with it, if you send us your RDM+ logs. They are located in the directory "rdmpserv.log" in the RDM+ installation directory on your computer (by default it's "\Program Files\RDM+\rdmpserv.log" on a system disk).

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When trying to connect to my remote desktop I receive error message "Local service is not installed".

It usually happens when the antivirus software (especially NOD32) interprets the application as potentially dangerous and blocks the installation process. In this case you need to completely uninstall your current RDM+ application, restart your desktop computer, disable all the antiviruses and install RDM+ application once more. After that you can launch the antivirus again.

Note: You need to be logged in as Administrator, not User when installing RDM+ Desktop service.

You can check if the local service is installed properly by opening the list of system services ('Manage' item in 'My Computer' menu, choose 'Services') and find the service named RDM+ Local Service in the list. It should be launched immediately after the installation. If you still have any problems, please contact us and specify what antivirus software you use.

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My RDM+ Desktop states: "Cannot connect to local service". What should I do?

This situation may be caused by two main reasons:

  1. Local service is not installed. It usually happens when the antivirus software (especially NOD32) interprets the application as potentially dangerous and blocks the installation process. In this case you need to completely uninstall your current RDM+ application, restart your desktop computer, disable all the antiviruses and install RDM+ application once more. After that you can launch the antivirus again.

    Note: You need to be logged in as Administrator, not User when installing RDM+ Desktop service.

    You can check if the local service is installed properly by opening the list of system services ('Manage' item in 'My Computer' menu, choose 'Services') and find the service named RDM+ Local Service in the list. It should be launched immediately after the installation.
  2. The IP address of connection of the local service can be blocked by different firewalls. In order to solve the problem you need to configure your firewall to grant internet connection for the rdmpserv.exe application and not to block port 6100.

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I can connect successfully to my computer and see my desktop, but I can't do anything. What's wrong?

Most likely, you have allowed read only access for your account. You need to allow full access for account you have created. On your computer you should:

  1. right-click on RDM+ icon in the tray;
  2. select "Accounts";
  3. choose your account;
  4. press "Options" button;
  5. uncheck "Read only access";
  6. press "OK";
  7. try to connect once more.

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I can't send Ctrl+Alt+Del to my Vista and log on. What should I do?

This problem concerns with the local security policy of Vista OS. You need to press Ctrl+Alt+Del so that the Windows Security dialog box is displayed for log on. You can configure this security feature and decide wheather to prompt this dialog or not.
To enable/disable Ctrl+Alt+Del you should:

  1. Open the Control Panel and click System and Maintenance.
  2. Click Administrative Tools and then the Local Security Policy.
  3. Within the console, expand Computer Configuration> - Windows Settings - Security Settings - Local Policies.
  4. Then click Security Options. There are various security options in the details pane.
  5. Scroll through these options and locate Interactive Logon: Do not require Ctrl+Alt+Del.
  6. Double click the security option.
  7. Select "Disabled" to require users to press Ctrl+Alt+Del.
  8. Click Ok.

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Keyboard strokes are not sent to my computer with Mac OS X 10.4. What should I do?

If you can't send any text from your mobile to the computer with Mac OS X 10.4, you should do the following:

  1. On the computer you were connected to click input menu icon in menu bar (icon with a flag);
  2. Select Open International menu item;
  3. In the Input Menu window select Unicode Hex Input checkbox.

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Where can I buy RDM+?

You can buy a license for RDM+ here.
See list of all available payment options here.
If you are not sure, don't hesitate to contact us.

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I don't have any Visa card! Could I purchase your product just sending payment to your Bank account?

If you wish to transfer payment to our bank account you may find all required information here. Please inform us after you sent money about your payment.

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What are the alternative ways to purchase your products? I don't have PayPal account and a Credit Card.

SHAPE offers different payment options of purchasing our products (bank transaction, WebMoney, E-Gold). See details here.

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How do I cancel my PayPal Monthly Subscription?

You can cancel your subscription from your transaction history. To cancel an Active Subscription, please login to your PayPal account and perform the following steps:

  • Click the My Account tab.
  • Click the History tab.
  • Click the Details of the subscription in question.
  • Click Cancel Subscription.
Your subscription will be canceled and your license will expire at the end of the subscription month.

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How can I contact SHAPE for support?

If you have any technical or registration problems, please contact our support team.

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I haven't got the license code from you yet!

Your license code was sent you automatically after purchase. The email could be blocked by your spam filters. Please check your "Spam" folder. If you haven't found it, please contact us and specify from what online shop you have purchased our software and what email address you have used.

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