First, work out whether the connection dropped or a task on your Mac actually stopped. Check node status, connection details, and billing in the portal. If you need help, explain the issue in a support ticket or through the contact page—there's no need to keep repeating the same step.
Haven't ordered yet? Learn how connections work and what you can troubleshoot before deciding to rent. Choose a node and rent a cloud Mac
Start with service status, then check your local connection, and finally document the issue. This order helps distinguish a browser disconnect from a node outage and gives you a consistent record to refer to if you need further help.
Sign in, find the relevant instance, and check its city, service period, and current status before opening the connection details. If the status isn't what you expect, copy the exact message shown on the page. Don't assume the machine has stopped just because the remote desktop won't open.
Check node statusMake sure your local network can reach other websites. Then check whether your browser session is still active, or confirm that the VNC address, port, and authentication details match those in the portal. Change one setting at a time and note the results before and after.
Check your connectionIf you still can't connect, use the template below to include the city, time and time zone, error message, and steps you've already tried. If you've placed an order, submit a support ticket in the portal. For pre-sales questions or sign-in issues, use the email link on the contact page.
Prepare a support requestBrowser-based remote access and VNC are two ways to connect to the same dedicated physical Mac. If one method fails, that doesn't mean the other method—or the apps on the machine—has stopped working. Note where the error occurs first.
| What you're seeing | What to check first | What to try next |
|---|---|---|
| The browser remote desktop won't open | Whether your local network restricts remote connections; whether you're still signed in to the portal; and whether the error occurs before the page opens or after the session starts. | Open the connection from the portal again. If permitted, try another local network for comparison and note the results on both networks. Don't bypass your network's usage policies. |
| VNC reports an address or connection error | Whether the server address, port, and client connection method match the instructions for this instance, and whether any extra spaces were copied. | Check each connection detail against the current information; don't reuse settings from another instance. Note the client name, version, and full error message. |
| Authentication failed | Whether you're using the credentials provided for this instance, and whether your input method, capitalization, or copied text changed what you entered. | Double-check the details and try once more. If it still fails, submit a support ticket. Don't include connection passwords, verification codes, or full credentials in screenshots or email. |
| The connection works, but the screen is black or frozen | Whether the entire screen is blank or only one app has stopped updating, and whether the client still shows an active connection. | Disconnect and start a new remote session. Keep any messages shown before and after the screen went black. Don't restart the node right away; that could interrupt a build or export still in progress. |
Remote desktop responsiveness depends on node location, your local network, and the amount of screen data being transmitted. First check whether the delay affects mouse and window interactions or the app's processing itself. A laggy screen doesn't necessarily mean the chip is slow.
For interactive work, consider choosing a node closer to you. Available locations are Singapore, Tokyo, Seoul, Hong Kong, the US East Coast, and the US West Coast. Your experience also depends on your network. Before switching nodes, back up your project and assets, then check the ordering and migration options for the destination instance. Choosing another node doesn't automatically move your existing data.
Lower the remote desktop resolution first and see whether dragging windows and typing feel more responsive. Then adjust colour depth or image quality if your client supports it. Change one setting at a time. If you need to inspect fine details, colours, or assets, increase the relevant setting again rather than keeping image quality low as your only configuration.
Pause local transfers using your bandwidth, then test another network if permitted. Compare the results using the same node and client on each network. If every network is slow, include details of any builds, exports, or file transfers running on the node in your support ticket.
These terms describe the machine, how you connect, or the workload. When reporting an issue, say which connection method and task you're using. That's more useful than simply saying “the cloud Mac is broken.”
The city helps us find the node, the time helps us match the issue, and the exact error and steps you've tried reduce the need for follow-up questions. Copy the template below into a portal support ticket or email. If you don't know something, say so rather than guessing at the cause.
Node city: Date and time, including time zone: What happened: Exact error message: Connection method: browser remote / VNC client Local OS and browser or client version: At which step does the issue occur? Can you open the portal and view the instance status? Is the remote task still running? Steps you've tried and the result of each: Have you tested another local network? When did it last work as expected? Optional: instance or order number; screenshots with sensitive details redacted.
After copying, fill in the details and send them by support ticket or email. This page won't submit anything automatically.
Include the time zone: Use the date, exact time, and UTC offset. If the issue keeps happening, include when it started and when you last tried. If it happened only once, include the message you saw at the time.
Redact sensitive details in screenshots: Don't include connection passwords, verification codes, private keys, or full payment card details. You can share the relevant lines around a build error, but redact project names, business data, and access tokens first.
For issues with an existing order, submit a support ticket in the portal. If you can't access your account or have a pre-sales question, find the email link on the contact page. Whichever method you use, keep the full context together instead of opening multiple requests about the same issue.
We'll use your instance or order details, node city, time, and error message to investigate. If we need more information, we'll explain what to provide in our reply. Don't send complete credentials with your initial request.
Keep both the steps that reproduce the issue and the conditions that don't.
For a portal request, check and update the corresponding ticket. For an email request, reply in the original email thread. We'll share progress in our reply, so there's no need to spread the same description across multiple channels.
When sharing new results, say what changed since your last update.
Note which network, client, and settings restored the connection. If a task failed, keep the rerun results and logs. Before confirming everything is back to normal, don't rush to delete files or stop processes that may still be running. That could turn a connection issue into an interrupted task.
Add any new errors to the same support request.
Payment page messages, payment provider transaction records, and portal invoices are different sources of information. If the status hasn't changed after payment, check the relevant order and invoice, then share the transaction details. Don't pay again just because the page hasn't refreshed.
Check the order or invoice number, selected billing period, node, and add-ons. Separate the base rental charge from add-ons such as storage. If the amount or period differs from what you expected, include both the invoice items and your original selection in the support ticket, rather than sending only the charge amount.
We accept USDT-TRC20 and Visa / Mastercard / Amex (via Stripe). All charges are in USD; actual gateway availability is confirmed by the backend at checkout. For a USDT-TRC20 issue, you can include the transaction hash. For a card payment issue, include the invoice number, time, and error message shown on the page. Never send your full card number or security code.
Include the node city, time, exact error message, and steps you've tried. Email us at support@vmhalo.com, or submit a support request in the portal if you've already placed an order.