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Blanking Host Screen Distorts Resolution in Viewer

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Mops33, User (Posts: 2)

Aug 05, 2020 2:40:35 am EDT

Viewer v 6.10.10.0
Host v 6.10.10.0

Host is HP Spectre laptop, Viewer is ACER All In One

When I chose the option to blank the host screen, the resolution of the host system in the viewer becomes significantly enlarged, i.e. text, fonts, window are larger and don't fit in the viewer screen properly.

I've had a search, but can't see this noted anywhere.

Am I doing something wrong, perhaps?

Pauline, Support (Posts: 2825)

Aug 05, 2020 2:04:39 pm EDT

Hello,

Thank you for your message.

Could you please try enabling the Use legacy capture mode feature and see if this helps to resolve the issue? This feature can be enabled in the Host Settings -> Other tab. After enabling the checkbox, please restart the remote Host.

In addition, please try updating your Remote Utilities installations to the latest 6.12 Beta 2 version - in this release, we have replaced the old driver-based mechanism with the new blank remote screen mechanism that allows adding a custom text to the remote screen when it is blanked. Here's a full list of Release Notes.
Version 6.12 Beta 2 is available for the download on this page. When updating Remote Utilities please make sure to update both Viewer and Host/Agent as the version mismatch might lead to performance issues or some features not working.

Hope that helps.

Mops33, User (Posts: 2)

Aug 06, 2020 7:18:31 pm EDT

Support level: Free or trial

thanks for the quick reply.
Using Legacy Capture Mode didn't help.
I will try the latest beta and report back.
thanks again

Polina Krasnoborceva wrote:

Hello,

Thank you for your message.

Could you please try enabling the Use legacy capture mode feature and see if this helps to resolve the issue? This feature can be enabled in the Host Settings -> Other tab . After enabling the checkbox, please restart the remote Host.

In addition, please try updating your Remote Utilities installations to the latest 6.12 Beta 2 version - in this release, we have replaced the old driver-based mechanism with the new blank remote screen mechanism that allows adding a custom text to the remote screen when it is blanked. Here's a full list of Release Notes .
Version 6.12 Beta 2 is available for the download on this page . When updating Remote Utilities please make sure to update both Viewer and Host/Agent as the version mismatch might lead to performance issues or some features not working.

Hope that helps.

Pauline, Support (Posts: 2825)

Aug 07, 2020 8:44:05 am EDT

Hello,

Of course, please feel free to update us on the issue if there's any new information on it or in case if the issue persists.

Looking forward to your reply.

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