Polina Krasnoborceva's community posts

Dual monitor problems on host

Polina Krasnoborceva, Support (Posts: 1007)

Oct 20, 2020 12:36:47 pm EDT

Hello Márcio,

Thank you for your patience.

I've checked with my coworkers on the issue - you do have two accounts registered with the same email address - one of them was automatically created when you signed in using your Google account and the second one was created by you as a regular account. Please let us know which account you prefer to use and we will remove the other one.

Looking forward to your reply.

Remote Pointer erratic

Polina Krasnoborceva, Support (Posts: 1007)

Oct 19, 2020 5:13:41 pm EDT

Hello Sam,

Thank you for your message.

This is expected behavior, as it's usually a tech connecting to the remote Host who needs to control the mouse pointer. Could you please try switching to the View only mode during the remote session and see if this works for you? You can alternate between Full Control and View Only modes without closing the window by using the toggle icon on the Toolbar or by using Alt + F12 keyboard shortcut:

Alternatively, you can connect to the remote Host in the View only connection mode as described here.

In addition, please note that the Monitor Driver is meant to be used for the Blank remote screen feature only. The Monitor Driver was discontinued since our latest version 6.12.2.0 (Beta 2) and replaced with a new blank remote screen mechanism that allows adding a custom text to the remote screen when it is blanked.
In case if you use one of the previous versions of Remote Utilities, i.e. 6.10.10.0 or an older version, we highly recommend you to update your installation to the latest 6.12.2.0 Beta 2 version as it contains lots of bug fixes and improvements, so it might help you in resolving some issues and improving overall performance.
The latest 6.12.2.0. Beta 2 version is available for the 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 some features not working.

Hope that helps.

Viewer can't not get host PC screen(got a black screen)

Polina Krasnoborceva, Support (Posts: 1007)

Oct 19, 2020 4:55:20 pm EDT

Hello Zomar,

Thank you for your message.

My solution was connecting a monitor to the Host PC as I was trying to run it headless.

We're glad to hear you've figured out the issue and it works for you! However, please note that typically in such cases, it's enough to enable the Use legacy capture mode feature in the Host Settings and restart the Host.
Using the latest version of Remote Utilities (as of this writing it's version 6.12.2.0 Beta 2) is also highly recommended as each new version contains lots of bug fixes and improvements, i.e. using the latest version might help in resolving some issues and improving the overall performance.

The latest 6.12.2.0. Beta 2 version is available for the 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 some features not working.

Hope that helps.

Dual monitor problems on host

Polina Krasnoborceva, Support (Posts: 1007)

Oct 19, 2020 4:42:42 pm EDT

Hello Márcio,

I'm glad to hear we were able to help and it works for you now!

oh just a detail.... For each reply posted here, I get TWO email notifications. Before my current account, I used to get only 1 email per reply. I think my "old" account has the same email assigned, how is that even possible? Maybe a bug?

Of course, I'll forward this to our designated department and ask them to check if there might be any issues with your account or email address.

I'll get back to you with their reply soon.

Dual monitor problems on host

Polina Krasnoborceva, Support (Posts: 1007)

Oct 19, 2020 11:54:11 am EDT

Hello Márcio,

Thank you for the upd ate.

Perhaps, your other account was se t up with another email address or, if you used the same address, there might have been a typo, so it was possible to create a new account for the correct email address.
Could you please confirm if you have updated both Viewer and Host to the latest version 6.12.2.0 (Beta 2)? Have you had a chance to restart the remote Host machine?

If the above applies, could you please send us a video of the issue reproduced when using the latest 6.12.2.0 version once again? You can send the video to support@remoteutilities.com. In addition, please provide your local and remote machines specifications, such as OS running on the machines, graphics cards and monitor resolutions of both local and remote sides.

Looking forward to your reply.

MSI configurator behind proxy

Polina Krasnoborceva, Support (Posts: 1007)

Oct 19, 2020 9:52:58 am EDT

Hello Ondrej,

Thank you for the update.

In this case, perhaps, the issue is indeed caused by something in the proxy server's settings, since the MSI Configurator works via the regular network connection.

Unfortunately, according to out Support Policy, we cannot assist you in resolving network administration issues. In order to resolve the issue, please try referring to your network administrator as they would be able to assist you and provide more information on the proxy server's settings. Sorry for the inconvenience.

Please let us know if you have other questions.

change computer with viewer

Polina Krasnoborceva, Support (Posts: 1007)

Oct 16, 2020 1:46:04 pm EDT

Hello,

Thank you for your message.

You can simply remove your license key on your current computer. In order to do so, in the on the Viewer ribbon toolbar navigate to the Help tab and select License Key Storage.... In the opened window select the preferred key and click Remove selected key. Then proceed with adding the license key on your other Viewer as described in this registration guide. Please note that despite its name, the Endpoint license key is added on the Viewer's side as well.

Alternatively, you can simply add the license key to your new Viewer and use it there as you are not restricted to a specific workstation with any license key, especially with an Endpoint license that only limits the number of the remote Hosts. Fore more information please see this License Comparison table.

Hope that helps

Remote Utilities 6.12 Beta

Polina Krasnoborceva, Support (Posts: 1007)

Oct 16, 2020 12:10:14 pm EDT

Hello Vladislav,

Thank you for your message.

Unfortunately, we couldn't reproduce the issue. The issue might have been caused by some files in the Host installation folder being somehow corrupted or deleted (perhaps, by some antivirus/firewall software activity).

Could you please try uninstalling the Host completely as described in this uninstallation tutorial and then re-installing it from scratch?
In addition, please try adding Host installation path to the antivirus/firewall software exception list as described here to avoid future issues in this regard.

Please let us know if the issue persists even after reinstalling the Host.

MSI configurator behind proxy

Polina Krasnoborceva, Support (Posts: 1007)

Oct 16, 2020 11:02:48 am EDT

Hello Ondrej,

As Conrad mentioned, when accessing the MSI Configurator server, Viewer uses proxy parameters that are already set up on the Viewer machine itself, i.e. in this case it should work in a similar way to a regular web-browser that utilizes the system's proxy settings. Unfortunately, it's not possible to specify these parameters separately inside the Viewer.

Could you please try configuring a custom installation package via the MSI Configurator Tool on another machine or, perhaps, even from another network (you can use Portable Viewer that does not require installation) and see if you can connect to the configuration server this way?

Please let us know if this works for you.

MSI configurator behind proxy

Polina Krasnoborceva, Support (Posts: 1007)

Oct 15, 2020 10:42:40 am EDT

Hello Ondrej,

Thank you for your message.

Could you please try whitelisting id.remoteutilities.com and see if the MSI Configurator connect to the server successfully this way? This is our public ID servers' DNS name that is used for Internet-ID connections, so might help in resolving the issue.

As for the ports - Remote Utilities required outbound TCP ports 5655 or 443 to be opened for the Internet-ID connection, no other port configuration is required for the MSI Configurator. To see the full list of ports used by Remote Utilities please refer to this page.

Please let us know if this worked for you.
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