Surface Remote for Companion Help

Something isn't working — what do I do?

Quick answer

Check the phone and Companion are on the same network, Local Network is allowed, and the Host and Port are right. Still stuck? Share the log from Settings → Diagnostics with support.

Companion not found

  • Same network. Phone and Companion must share one Wi-Fi or LAN.
  • Allow Local Network. iPhone Settings → Privacy & Security → Local Network → turn on Surface Remote.
  • Wait a moment. The list refreshes every 20 seconds.
  • Type it in. Enter Host and Port on Connect.
  • “Couldn’t reach …” — the found Companion did not answer. Type the address.

Won’t connect

  • Failed: Invalid host — check the Host box.
  • Failed: Connection timed out — Companion did not answer. Check the IP and Port.
  • Satellite WebSocket on. Turn it on in Companion. Its usual port is 16623.
  • Companion refused the surface — Companion turned the phone away. The reason follows the message.
  • Keeps dropping — leave Auto reconnect on in Settings → Connection.

Keys are locked

  • Locked by Companion — Companion has a PIN set.
  • Tap the digits on the keypad. Keys come back once Companion unlocks.

Dashboard empty or blocked

  • “This Companion can’t share keys with a Dashboard.” — needs Companion 5 with Satellite subscriptions on.

Operator problems

  • Show QR fails — add the custom variable surfaceremote_roles in Companion.
  • “Companion’s HTTP API is off.” — turn it on in Companion’s settings.
  • “That QR is not a Surface Remote Operator code.” — scan the QR from Dashboard → Share.
  • Camera won’t open — iPhone Settings → Surface Remote → turn on Camera.
  • Keys off — the Operator phone can’t check access with Companion. Check its network.
  • Revoked — ask the owner for a new QR.

Screen goes dark

  • Settings → App → turn on Keep screen awake while connected.
  • Only while connected.

Purchase missing

  • Tap Restore Purchases in Settings → Purchases.
  • Use the same Apple Account you bought with.
  • “The App Store is not reachable right now.” — try again on a working connection.
  • “Waiting for approval.” — the purchase is waiting to be approved on your Apple Account.

Contact support