Thank you for your message.
Could you please try enabling the Use legacy capture mode
feature in the Host Settings -> Other
tab and see if this helps to resolve the issue? Please make sure to restart the Host after enabling the feature in order for the changes to be applied.
In addition, here's a related KB article
that might provide a helpful solution.
Finally, in case if you use version 184.108.40.206
or an older version of Remote Utilities, then please try updating to our latest 220.127.116.11 Beta 2 version as the issue might have been fixed in the latest update. Version 18.104.22.168 Beta 2 is available for download on this page
. When updating, please make sure to update both Viewer and Host/Agent to the same version
as the version mismatch might lead to performance issues or other features not working.
Please let us know if the solutions above did not help and the issue persists.