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Cannot connect to host if the monitor is turned off

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David Broach, User (Posts: 2)

Jan 21, 2022 7:10:22 pm EST

Host is 7.1.1 not sure of the viewer, but I keep it up to date also. As soon as I have someone at the host location turn the monitor on, I am able to connect. Windows 10 client and host.

Pauline, Support (Posts: 2776)

Jan 24, 2022 8:24:08 am EST

Hello David,

Thank you for your message.

Please try updating your Remote Utilities to the latest version 7.1.2.0 which is available for download on this page or via the Self-update feature. When updating please make sure that your Viewer and Host are updated to the same version as the version mismatch might lead to performance issues or some features not working.

In addition, please try enabling the Use legacy capture mode feature in the Host Settings -> Other tab and see if this helps to resolve the issue. After enabling the feature please make sure to restart Host in order for the changes to be applied.

Hope that helps.

David Broach, User (Posts: 2)

Jan 29, 2022 8:58:50 am EST

Support level: Free or trial

That did it. Thank you.

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