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Hello Will,

Thank you for your message.

Could you please double-check if you have the logon credentials for your remote machine saved on the RDP tab in the Connection Properties window? If this is the case, then please try removing the saved credentials from there and see if it's possible to connect this way.
In addition, please clarify if you use RDP or RDP-over-ID connection mode?

Looking forward to your reply.

Hello Will,

Thank you for the clarification.

Could you please also clarify if it's possible to connect to this remote Host machine when using Full Control and View connection mode via Internet-ID connection?
Also, could you please double-check if the RDP connection mode allowed in the Host Settings -> Modes tab and also if you have the Do not capture RDP sessions checkbox enabled on the Other tab?

In case if you're experiencing such connectivity issues using both RDP-over-ID and Internet-ID connection as well, please feel free to send us the Host log files for examination to see if it's possible to identify what might be causing the problem. You can send the logs to [email protected].

However, please note that the RDP mode in Remote Utilities just launches the native Microsoft Remote Desktop Connection client from within Remote Utilities and connects to a remote computer using the standard RDP protocol.

Looking forward to your reply.

Hello Will,

Thank you for the provided log files and additional information.

Could this issue be related to the Beta version I am running on the viewer and the host?

This is very unlikely - we couldn't reproduce the issue using the latest Beta version via RDP-over-ID connection mode and if that would be the case, our forum would be flooded with bug reports regarding the issue.

I've examined your logs and did not find anything that might be pointing to the issue's cause. I will additionally forward the log files along with the issue description and the screenshots to our developers and ask for their input on this to see if there's anything that can be done to fix the issue.

I'll get back to you soon with their reply.

Hello Will,

Thank you for your patience.

I've checked on the issue with our developers - unfortunately, it seems that the issue is caused by some system administration issues. Remote Utilities launches and utilizes the standard RDP protocol and only provides a transport tunnel for the connection, therefore, all of the access and permissions issues within the RDP connections should be resolved by your system administrator as it's, unfortunately, beyond our scope of technical support.
As for the access permissions when using RDP-over-ID, each user on each remote machine has a different SID, even for users with the same usernames. Unfortunately, most of the time a user's permissions cannot be configured out of the domain and then transferred to another machine. It's only possible for standard groups and for domain users (not for local ones), located within the domain.

Unfortunately, according to our Support Policy, we cannot assist you in resolving system/network administration issues. In order to resolve such issues, please refer to your system administrator and request them to further investigate the issue. Sorry for the inconvenience.

Hope that helps.

Hello James,

Thank you for your message.

Unfortunately, a fix for the cursor issue when blanking the remote screen is yet to be implemented. But thank you for your suggestion, I'll forward it to our developers for a review to see if we can fix the issue in our future updates.

Please let us know if you have other questions.