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Login Screen inoperable with 6.12.2 B2

Polina Krasnoborceva, Support (Posts: 881)

Aug 11, 2020 5:49:53 pm EDT

Hello Brian,

Thank you for your patience.

I checked with our developers on the issues. The issue with the Windows Login screen is caused by the screen capture being interrupted since the user that was running the Agent is logged out. This way, the image you see in the Full Control and View window is mismatched with what actually is displayed on the Agent machine at the moment.

As for the "Send Ctrl+Alt+Del" feature - this is expected behavior. In order to use this feature, you need to have the Host module running on the remote machine or to use the Restart Agent as feature.

Please let us know if you have more questions.

Login Screen inoperable with 6.12.2 B2

Polina Krasnoborceva, Support (Posts: 881)

Aug 11, 2020 9:45:58 am EDT

Hello Brian,

Thank you for the clarification.

Unfortunately, we couldn't reproduce the issue. However, I will forward the issue to our developers and ask for their input on this to see if there's anything that could be done to fix it. Sorry for the inconvenience.

I'll get back to you soon with an update.

Login Screen inoperable with 6.12.2 B2

Polina Krasnoborceva, Support (Posts: 881)

Aug 10, 2020 5:19:10 pm EDT

Hello Brian,

Thank you for the clarification.

Could you please clarify if you mean that when the remote session is interrupted or closed and you try connecting to the remote machine again, you see the Windows login screen with no password input field? If this is the case, then could you please let me know if you have the Lock workstation on disconnect feature enabled in the Connection Properties -> Additional properties tab? In addition, could you please send us a screenshot of the Windows Login screen with no password prompt? You can hide all sensitive information or send the screenshot to support@remoteutilities.com if you don't want to post it on the forum.

For sending CTRL-ALT-Delete, I am using what the document calls the Toolbar, and I choose "send Ctrl-Alt-Delete" rather than hit these keys directly on the host.

Could you please clarify if the Agent runs under the standard Windows user?

Looking forward to your reply.

Login Screen inoperable with 6.12.2 B2

Polina Krasnoborceva, Support (Posts: 881)

Aug 10, 2020 2:34:00 pm EDT

Hello Brian,

Thank you for your message.

Could you please let us know which Connection mode and Authentication method do you use to connect to a remote machine?

Also curious, if I say "send Alt-Ctrl-Del" from the viewer, it brings up the task manager rather than what should happen if I do this key sequence on the host.

Could you please clarify if you're sending the key combination by directly pressing it on the local keyboard or do you use the Send Ctrl+Alt+Del command located in the Additional commands menu on the Toolbar of the Full Control and View connection mode?

Looking forward to your reply.

Blanking Host Screen Distorts Resolution in Viewer

Polina Krasnoborceva, Support (Posts: 881)

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.

MacOS 11 (BigSur) compatability

Polina Krasnoborceva, Support (Posts: 881)

Aug 06, 2020 12:58:51 pm EDT

Hello Tim,

Thank you for your message.

I've checked with our developers once again - perhaps, the issue occurs specifically with this beta version release of the macOS. However, we will make sure to test the Viewer for Mac compatibility with the macOS beta version to see if there are any issues that we can fix in our subsequent updates.

Meanwhile, you might try running the Viewer from a stable macOS version (for example, Mojave or Catalina), if possible.

Sorry for the inconvenience. I'll get back to you if there are any updates on the issue.

Remove Old Viewer

Polina Krasnoborceva, Support (Posts: 881)

Aug 05, 2020 2:05:47 pm EDT

Hello Ted,

I'm glad to hear we were able to help!

Please feel free to post another message if you have more questions.

Blanking Host Screen Distorts Resolution in Viewer

Polina Krasnoborceva, Support (Posts: 881)

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.

Remove Old Viewer

Polina Krasnoborceva, Support (Posts: 881)

Aug 05, 2020 10:23:13 am EDT

Hello Ted,

Thank you for your clarification.

Please try using this Program Install and Uninstall troubleshooter by Microsoft. This tool helps you to automatically fix issues that block programs from being installed or removed.

Hope that helps.

The user interface is not localized

Polina Krasnoborceva, Support (Posts: 881)

Aug 04, 2020 4:33:53 pm EDT

Hello Kevin,

Thank you for your suggestion.

I checked with my coworkers on this - we will definitely fix the localization translation in one of our future updates.

Please feel free to post another message if you have other questions.
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