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Host computer is rotated on Viewer screen

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Erica Westley, User (Posts: 8)

Jul 17, 2019 6:32:22 pm EDT

Today, I installed Host Version 6.10.10.0 on my mother's ASUS Transformer Tablet, which she keeps docked to the matching keyboard, in desktop mode, using it like a small laptop running Windows 10 Home.  Then, on my own Windows 10 Pro laptop, I installed Viewer Version 6.10.10.0.  Whenever I open the Viewer, the immediate problem I have is that the Host computer image is rotated 90 degrees (seems like portrait rather than landscape).  I have tried switching fr om desktop to tablet mode, and also switched the Host computer Display setting between Landscape and Portrait and back again, but these made no difference.   As a result of this, the last inch down the right side of the Host screen (including the top right hand corner where the three buttons are to minimise, restore down and close a page) falls off the bottom of the Viewer screen because of this sideways rotation, so I can't get the cursor there - a basic requirement obviously, and very frustrating! I have looked carefully at everything that might be pertinent in the Knowledge Base and in the Community pages, and have tried several of the suggestions to adjust settings (such as scaling, among many others), but still the image in the Viewer is sideways, and doesn't fit completely on the Viewer screen.  There is yet another problem which may also be related to the first.  In the Viewer, I am able to move the cursor over the image (except for the side that doesn't fit on the screen), but if I place the mouse on anything I want to click, it activates on a completely different part of the screen!!  There is no correlation between the location of the cursor on the image, and wh ere it actually gets clicked!  I wanted to install Remote Utilities to give my mother a hand as I live in a different country. The program has good reviews, and seems to be well regarded by users but, at this point, it's not working at all for me.  Can anyone help me with these problems, please?

Polina Krasnoborceva, Support (Posts: 469)

Jul 18, 2019 6:03:25 pm EDT

Hello Erica,

Thank you for your message.

Could you please clarify if you tried enabling the Use legacy capture mode? To enable it, open the Host settings and navigate to the Other tab:


There is no correlation between the location of the cursor on the image, and where it actually gets clicked!

Yes, it might be related to the first issue. Please try enabling the legacy capture mode I mentioned above and see if the issue persists.

Looking forward to your reply.

Erica Westley, User (Posts: 8)

Jul 19, 2019 7:35:15 am EDT

Thank you, Polina, for getting back to me.  I had read, in the Community pages, that "Use legacy capture mode" might solve the rotation problem, so I had already enabled it on the Host computer.  Unfortunately, it didn't solve the rotation problem . (I have since left it enabled, however).

In applying much thought and time to the problem, I'm thinking now that it might be caused by a behaviour of the ASUS Transformer whenever it is docked to the keyboard.  When docked, the "Rotation Lock" is permanently ON, and the button greyed out so that it cannot be changed. (This appears to be documented as normal behaviour.)  My mother is in her 90's and, for her purposes, finds the computer easier to use when the keyboard is docked, so undocking is not really an option.  At the very least, I can see her screen when I connect to it remotely, so she doesn't have to describe to me anymore what she's seeing.  That will go a long way in itself towards helping her when she runs into difficulties.

Great customer service, by the way!

Polina Krasnoborceva, Support (Posts: 469)

Jul 19, 2019 11:17:56 am EDT

Hello Erica,

Thank you for the kind words!

Could you please clarify if the Host was restarted after enabling the feature? If it wasn't, please try restarting the Host.

Let me know if the issue persists.

Erica Westley, User (Posts: 8)

Jul 20, 2019 7:04:39 pm EDT

Yes, Polina.  I have restarted the Home computer (with Legacy Mode enabled) several times, but it still appears sideways (Portrait)  in the Viewer.  With regard to the cursor, it seems (after much playing around with it) that the Viewer cursor is "seeing" the Home screen as if it were the right way up (Landscape) and, when I click, it activates on that part of the screen where the Home screen would be if it were NOT rotated!  I've been able to guess correctly a few times,  but most of the time, I can't be accurate enough.  Given the limited things I have been able to make happen, it looks like a very impressive program.  Very tantalizing!!!

Erica Westley, User (Posts: 8)

Jul 20, 2019 7:07:00 pm EDT

Sorry -  I meant to say HOST (not Home) in my earlier post.

Polina Krasnoborceva, Support (Posts: 469)

Jul 22, 2019 12:25:26 pm EDT

Hello Erica,

Thank you for the clarification.

Could you please clarify what's the exact model of the remote ASUS tablet?

Also, could you please try connecting from the Viewer to a Host which is installed on a regular PC or a laptop and see if the issue occurs in this case too? This will help to isolate the issue before we proceed to troubleshoot.

Looking forward to your reply.

Erica Westley, User (Posts: 8)

Jul 23, 2019 12:20:33 pm EDT

The ASUS Transformer 2-in-1 is model T101HA, purchased by me in Canada (where I live), but brought over to England for my mother to keep and use.  I will be here in England with my mother until next Monday morning (July 29).  However, because we only have the two computers here at her house (I'd brought one of my own laptops along with me also), I haven't got a third computer available here to test for the rotation behaviour.  I will be back in Canada next Thursday (August 1) and will set up another Host to test with my Viewer.  Consequently, I will be reporting back to you in 9 days' time!   Many thanks!

Polina Krasnoborceva, Support (Posts: 469)

Jul 23, 2019 4:37:32 pm EDT

Hello Erica,

Thank you for the details.

Of course, let us know how the test went. Also, feel free to post another message if you have more questions.

Looking forward to your reply.

Erica Westley, User (Posts: 8)

Aug 01, 2019 10:04:41 am EDT

Hi, Polina.  I'm back home in Canada today, and have installed the Host software onto another laptop here (a Toshiba laptop running Windows 10 Home).  The Viewer works perfectly, and there is NO rotation problem with that second Host screen and I can see everything the right way up.  After that, I logged on from here (Canada) to my mother's ASUS in England, but am still getting the same rotated screen problem with her T101HA as before (which is no surprise).  One thing that is interesting, though, is that, on the "General Address Book" page of the Remote Utilities Viewer program, I can see the icon which shows the currently open screen on my mother's computer, and that icon IS the right way up (landscape), but annoyingly it becomes sideways (portrait) when it loads!  This leads me to believe that if I could only change the Rotation Lock to OFF on my mother's computer, then the Viewer would show me the screen the right way up.  However, because it's not feasible to expect my mother to undock/re-dock the tablet to the keyboard and to change the rotation at those times when I need to use Remote Utilities to help her, it seems we are stuck with the Rotation Lock being set to ON when docked, and the option to change it is greyed out.  This is an ASUS design issue, obviously.  Remote Utilities is not completely unusable for me in this condition, but it does mean that I have to be talking with my mother while using it, and asking her to use her cursor rather than being able to use the capabilities of the Full Control mode on the Viewer.  While disappointing, this is still of some use to me for the purpose, and I'm very impressed with what Remote Utilities would have been able to do if I could actually see the unrotated screen on the ASUS computer!
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