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Unable to connect, server issue?

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Douglas Crawford, User (Posts: 75)

Nov 15, 2022 9:23:15 am EST

Support level: Starter

Today I cannot connect to a computer that I recently connected to.
Usually this has been something malfunctioning with the RU server.
Note that I can see the screen on the logged-in thumb-nail, but the full control connect won't complete.

Attached Files

Douglas Crawford, User (Posts: 75)

Nov 15, 2022 9:38:47 am EST

Support level: Starter

Knowing the standard response is to say upgade to the latest,
I don't understand why existing installations are failing, with no change on either side of version.
That's why I call out some disconnect with the server information, unless the server information
changes with versions, making old versions not able to interact with the server data.
But I did upgrade already this host and client pair, grudgingly, because of the ripple effect across all the machine
installations. But the result is the same. I cannot connect.

Douglas Crawford, User (Posts: 75)

Nov 15, 2022 10:51:37 am EST

Support level: Starter

More, I can access other machines normally, even older host from newer viewer.

Douglas Crawford, User (Posts: 75)

Nov 15, 2022 10:52:41 am EST

Support level: Starter

I have tried updating the host, rebooting it remotely. results the same, can logon and see the desktop on the thumbnail, but cannot connect for full view or file transfer.

Pauline, Support (Posts: 2825)

Nov 15, 2022 1:23:58 pm EST

Hello Douglas,

Thank you for your message.

Could you please try enabling the Use legacy capture mode checkbox in the Host Settings -> Other tab and see if this helps. Please make sure to restart Host after enabling the feature in order for the changes to be applied.

Hope that helps.

Douglas Crawford, User (Posts: 75)

Nov 15, 2022 3:24:24 pm EST

Support level: Starter

Can legacy mode be enabled remotely without the full access?

Douglas Crawford, User (Posts: 75)

Nov 15, 2022 3:27:47 pm EST

Support level: Starter

Terminal works if I can make the change from there...

Pauline, Support (Posts: 2825)

Nov 15, 2022 3:58:24 pm EST

Hello Douglas,

Yes, you can definitely update the Host Settings remotely via the Remote Settings feature. When using this feature, Host is automatically restarted when you submit the changes, so please allow a couple of minutes for Host to restart before trying to connect.

Let us know if you have more questions.

Douglas Crawford, User (Posts: 75)

Nov 15, 2022 9:31:29 pm EST

Support level: Starter

Yes that did work Pauline. Any guidance on why its necessary to invoke legacy mode?
What trips up the "modern" mode all of a sudden?

Douglas Crawford, User (Posts: 75)

Nov 15, 2022 9:33:21 pm EST

Support level: Starter

Do messages like this trip up "modern" capture mode?
I found this was on the screen when I got to it with legacy capture.

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Edited:Douglas Crawford - Nov 15, 2022 9:34:18 pm EST

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