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Hello Feisal,

Thank you for your message.

Could you please clarify if you mean that your connection get stuck at the window with "digital world map" screen when connecting to the remote Host? If this is the case, then please make sure that you've updated your Remote Utilities installation to the latest version available - as of this writing it's version 7.0.1.0. In the latest update we've implemented some additional fixes to eliminate this issue. For more information please see the Release Notes.

The latest version 7.0.1.0 is available for download on this page or you can also update your installation via the Self-Update feature. When updating, please make sure to update both Host and Viewer to the same version in order to avoid the version mismatch.

Hope that helps.

Hello Feisal,

Thank you for the clarification.

We've released an updated version 7.0.2.0 on May 7. Could you please try updating your installation once again and see if the issue still persists? The latest version 7.0.2.0 is available for download on this page or via the Self-update feature.

In case if the issue still persists after updating, please also try the following temporary workarounds that might help connecting to a remote Host:
1. Authenticate/Log in on one of your Hosts where the issue with the "world map"/loading window occurs.
2. Start a Full Control session. The "world map"/loading screen must be showing for some time.
3. In the Full Control window, right-click on the connection tab, select Send key command and choose a command to send (e.g. the Alt+PrtScr command or you can choose any other).
4. If everything goes well, the connection should be established immediately.
If the above solution did not help, please try simply closing the Full Control connection window and re-opening it once again right away.

Please let me know if the above works for you.

Helllo Howard,

Thank you for your message.

Please make sure that your Host is updated to the latest version 7.0.2.0 as well - this can be done via the Self-Update feature or manually. The latest version 7.0.2.0 is available for download on this page.

In addition, please try enabling the Use legacy capture mode checkbox in the Host Settings -> Other tab and see if this helps to resolve the issue. After enabling the checkbox please make sure to restart Host in order for the changes to be applied. Please note that this can also be done via the Remote Settings feature that allows you to change settings of the remote Host within your Viewer.

Please let us know if the above solutions did not help and the issue persists.

Hello Howard,

Thank you for your message.

Yes, you can enable the Use legacy capture mode feature when generating your custom MSI installation or Agent package. Here's how you can do it:
1. On Step 4 - Host settings configuration of the configuration process enable the General and network settings checkbox and click Finish. This will invoke the Host/Agent settings window - any settings you will set up here, will be applied to the remote Hosts installed using this installation package or to your Agent.
2. In the Host/Agent settings window navigate to the Other tab and enable the Use legacy capture mode checkbox. Click OK and save the output file.
3. Install the remote Host using the pre-configured installer - or, in this case, run your Agent. The Use legacy capture mode will be already enabled.
4. Try connecting to the remote Host/Agent where the issue have previously occurred and see if this solution helped to resolve it.

Please let us know if you have more questions.