Support for Windows users

Can't connect to your desktop?
Don't restart your Mac just yet.

A dropped connection doesn't necessarily mean the instance has stopped. Check these separately: address and credentials, desktop streaming, payment status, and rental term. Then decide whether to adjust your client or ask us to check the instance.

Submit a support ticket Rent a Mac mini

If you already have an instance, submit a support ticket. If you haven't placed an order yet, email support@remotemini.com with details about what you plan to use it for.

Connection checks

Capture the error and check each connection detail.

For your first connection from Windows, or if a connection that used to work suddenly fails. If only one app is stuck, don't assume the whole instance has failed—and don't reinstall the system as a first step.

First connection: use the instance details, not a guessed address or port

  1. 01Open instance details

    Sign in to the console, find the instance under the relevant order, and check its rental term and current status. Then note the connection address, port, username, and initial credentials. Don't use an old screenshot from another instance.

  2. 02Set up your VNC client

    Open a VNC-compatible client on Windows. The address and port are separate details. Some clients have separate fields, while others require a combined entry. Follow the format specified by your client.

  3. 03Authenticate before adjusting settings

    Enter the authentication details provided with your instance. First, confirm you can access the macOS desktop. Then adjust the resolution and image quality. Once connected, change the initial password and store the updated credentials securely.

Three types of VNC errors—and what to check

What you see Check first If it still fails, include
Connection timed out Check that the address and port match the instance details and that your local network allows the connection. Try another available network. The full error message, time and time zone, client name, and whether you switched networks.
Connection refused Check that you selected the right port and that the instance status looks normal. Don't use a web address or SSH port as the VNC port. Instance ID, status shown in the console, and a screenshot of the error.
Authentication failed Check that the username and password belong to this instance, that no extra spaces were copied, and that you're not using an old password. Authentication method, client version, and the step where it failed. Don't send your password.

VNC clients may use different formats for entering a port. Even if you know the usual default, use the value provided with your instance. Trying different ports repeatedly is no substitute for checking the details.

If the desktop disconnects, check whether your task is still running

The remote desktop connection and tasks running on the instance are separate. A process may keep running after the client disconnects. When you reconnect, check the build log, exported files, or task status before submitting the same task again.

If the screen goes black, note whether it happened before or after authentication, then close and reopen the client. Before changing system services or restarting the instance, consider any builds, disk writes, or exports in progress. If you're unsure, submit a support ticket and ask us to preserve the running task.

Desktop responsiveness

A slow desktop stream and a slow-running app need different troubleshooting.

If the pointer, menus, and window dragging all feel sluggish, check desktop streaming first. If only a compile or inference job is taking longer, check the task's memory, disk, and concurrency usage. Lowering image quality won't speed up compute tasks.

Reduce streaming load first, then restore image quality step by step

First, lower the remote desktop resolution to a setting where you can clearly see the editor and menus, and turn off extra displays you don't need. If the display still lags, lower the color depth or increase client-side compression. Change one setting at a time and compare by dragging the same window.

For coding and configuration, prioritize responsiveness. Restore higher image quality when checking image or video colors. Don't rely on a remote desktop as your only reference for color grading or real-time audio monitoring.

Choose a nearby region, but consider your actual network too

Instances are available in Singapore, Tokyo, Seoul, and Hong Kong. For interactive use, a nearby region is usually a good starting point. When testing for users in a particular area, consider their location too. Distance is only one factor; carrier routing and your local network also affect responsiveness.

During connection tests, pause large file syncs if possible and compare wired and current Wi-Fi performance. Data can't be migrated across regions after an instance is provisioned. If you need to switch regions, confirm the process through a support ticket and prepare your own data backup.

Use SSH for tasks that don't need a graphical interface

Use SSH to read logs, run scripts, manage code, and start builds—usually without continuously streaming the desktop. Use VNC for initial setup and apps that require a graphical interface.

Connect only if the instance provides and enables SSH access. Use the address, port, and authentication requirements shown in the instance details. Disconnecting SSH may stop a foreground command. For long-running tasks, use a background or session-persistence method you've tested; don't assume a task is complete just because the terminal window closed.

If the connection is smooth but the task is slow, check whether the workload fits

The only base configuration is a Mac mini M4 with 16GB unified memory and a 256GB SSD. Storage upgrades add file space, not unified memory, and don't guarantee faster compile times.

Workload Configuration guidance and limits
Light builds For packaging a single app or debugging in Safari, start with the base configuration. Check project dependencies and available disk space first.
Everyday development Use the base configuration, adding a +1TB SSD if your project needs more space. Multiple simulators and background processes still share 16GB of unified memory.
Large-model inference Add a +2TB SSD to store model weights. The 16GB of unified memory limits which model sizes can run; fitting a model on disk doesn't mean it will run in memory.
Uptime commitment

If service unavailability is confirmed, request a service credit for the affected period.

Instances run year-round, 365 days a year. The uptime commitment covers service availability; it doesn't guarantee that every local network, desktop client, or app task will be error-free.

99.9% Monthly uptime commitment

Based on a 30-day month, this equals about 43 minutes of potential downtime. This is a calculation of the commitment threshold—not a record of monitored uptime or scheduled downtime.

Include the instance ID and start and end times

If monthly uptime falls below 99.9%, service credits are calculated based on the shortfall. Submit a support ticket through the console with your instance ID, the start and end times of the outage, time zone, symptoms, and troubleshooting already performed so we can verify the impact.

A single VNC disconnect doesn't necessarily mean the instance was unavailable. Local network outages, user actions, and force majeure events are assessed against the service terms and available records. Don't reinstall or wipe the instance just to gather evidence if that could destroy useful information.

Request an uptime review View service terms
Payment checks

Check the order status before trying to pay again.

We accept USDT-TRC20 and Visa, Mastercard, and Amex through Stripe. All payments are settled in US dollars (USD). Available payment options depend on the gateway returned by the backend; check the current order before paying.

USDT-TRC20: check the network, amount, and transaction

Before paying, check the recipient details, network, and amount shown on the order. For USDT-TRC20, don't treat a transfer on another network as the same payment. Always use the details on the current order, not an old screenshot.

If your wallet shows the transfer as sent but the order hasn't updated, save the transaction hash, order ID, amount, and send time. Check the on-chain transaction status, then submit a support ticket. Don't transfer again just because the page hasn't refreshed, and never share your wallet keys or recovery phrase.

Card payments: distinguish incomplete verification from a declined payment

Check that your card and billing details are correct, whether your card issuer requires additional verification, and whether the card allows this transaction. If the page is waiting for verification, complete it and return to the original order to check its status.

If your payment is declined, save the error message and ask your card issuer about any restrictions. Don't submit the payment repeatedly. If you see a charge but the order isn't confirmed, submit the order ID, payment time, and a redacted screenshot. Don't include your full card number or security code in a support ticket.

If a charge doesn't match the order, link them by ID—not just a screenshot

Payment success, order confirmation, and instance status are separate things. Check the same order in the console first. Make sure you're not signed in to a different account or confusing a new rental order with a renewal.

If you think you've paid twice, list the order ID, amount, time, and payment method for each transaction so we can check them through a support ticket. Refunds and renewals are handled under the service terms. A success message from the payment page doesn't confirm that every later step is complete.

Rental term and files

Renewals protect your access time; backups protect your work.

A dedicated physical machine means the entire Mac mini is assigned to one customer. It doesn't mean your files will be kept after the rental term ends. Keep a separate copy of important code, assets, keys, and build outputs, and verify that you can restore them.

Before expiration: check the date yourself, not just reminders

Check the instance expiration date and available renewal options in the console. Follow the time window shown and confirm that both the renewal payment and instance rental term have been updated. If you receive a reminder before expiration, verify the details on the instance page—don't assume an email means renewal is complete.

We don't guarantee an extra grace period, and a reminder doesn't prove that a backup exists or a renewal succeeded. If payment issues persist close to expiration, submit a support ticket with your order and instance IDs, and prioritize exporting data you can't recreate.

Ending your rental: retrieve files before wrapping up

After expiration, access may stop and the instance may enter the resource release and data deletion process described in the service terms. Don't assume you'll be able to sign in again or recover files from an expired instance. Refer to your order and the console for specific details.

Before your rental ends, export your source code, build outputs, and essential configuration. Verify that your local copy is complete, then disable automated tasks and revoke access you no longer need. For information about data handling and your rights, see the Privacy Policy.

Need help or more storage? Explain the goal before sharing sensitive information

We don't proactively access files on your instance. If you need troubleshooting, specify the scope of access, relevant paths, and permitted actions. Remove passwords, tokens, and unrelated personal information from logs. Support tickets and email never require your full connection password.

If you need more storage, submit a support ticket to confirm how to add a +1TB SSD or +2TB SSD, the cost, and any impact on current tasks. Don't assume storage can be changed without interruption, and don't treat extra storage as an automatic backup.

Give us a clear handoff

One support ticket with IDs and timestamps is more useful than repeated attempts.

If you've placed an order, sign in to the console and describe the issue in a support ticket. For pre-purchase questions or if you can't sign in, contact support@remotemini.com. Response times and progress depend on the case; we don't promise a resolution within a set number of minutes.

  1. 01Which instance and order?

    Include the instance ID, order ID, and relevant region. Never send full passwords, card details, private keys, or wallet keys.

  2. 02When did it start?

    Include the time and time zone, whether the issue is ongoing, and any recent changes to the client, network, system settings, or payment method.

  3. 03What did you see, and what did you try?

    Include the full error message, redacted screenshots, Windows and client versions, and the results of trying another network or reconnecting.

  4. 04What should we avoid doing?

    If builds or exports are running, or you have files without a backup, clearly ask us to preserve the tasks and data. Add any follow-up details to the same support ticket.

No need to reinstall first—show us what's happening.

Include the instance ID, error, and time range, then continue troubleshooting in the console.

Submit a support ticket