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latest version screen redraw very slow

Polina Krasnoborceva, Support (Posts: 172)

May 30, 2019 7:10:59 pm EDT

Hello Pepa,

Thank you for your message.

I will restart the computer tomorrow and then test how it behaves.

Of course. Please let us know if the issue persists.

Looking forward to your reply.

latest version screen redraw very slow

Polina Krasnoborceva, Support (Posts: 172)

May 30, 2019 2:16:12 am EDT

Hello Pepa,

Thank you for your message.

Could you please try enabling the legacy capture mode and see if that resolves the issue? It's in the Host options:

Let us know if the issue persists.

connect 2 comp's wireless ignoring any wifi field

Polina Krasnoborceva, Support (Posts: 172)

May 29, 2019 6:42:00 pm EDT

Hello Musi,

Thank you for your message.

Please try referring to this troubleshooting guide: https://www.remoteutilities.com/support/kb/cannot-connect-using-direct-connection/

Let me know if the problem persists.

Incompatibility with Microsoft Edge

Polina Krasnoborceva, Support (Posts: 172)

May 29, 2019 12:45:19 am EDT

Hello Pepa,

Thank you for your message.

Unfortunately, we couldn't reproduce the issue. However, I've already forwarded this issue to our 2nd tier and development and asked for their input.

I will get back to you soon with their answer.

Host 6.10.9 service needs to be started manually at every boot

Polina Krasnoborceva, Support (Posts: 172)

May 28, 2019 8:14:46 pm EDT

Hello Alex,

Thank you for your message.

Could you please clarify if you mean the Agent module? If this is the case, could you please double check if you have the Run after reboot checkbox in the Agent window selected before a machine is rebooted?


Looking forward to your reply.

Host 6.10.9 service needs to be started manually at every boot

Polina Krasnoborceva, Support (Posts: 172)

May 27, 2019 6:40:09 pm EDT

Hello Alex,

Thank you for your message.

Please check if the service startup mode is set to Auto in Host settings as it's shown on the screenshot:

If it is set to Auto and the service doesn't start, there might be an issue caused by an antivirus/security software.
Please try completely uninstalling the Host and then install it from scratch. Here's a related Documentation guide that might be helpful: https://www.remoteutilities.com/support/docs/installing-and-uninstalling/#Uninstalling_Host.

In addition, please add the Host installation folder to antivirus software exceptions list after the installation is completed.

Hope that helps.

latest version screen redraw very slow

Polina Krasnoborceva, Support (Posts: 172)

May 23, 2019 4:00:55 pm EDT

Hello Michael,

Thank you for clarifying.

If the issue persists, please send us the Host logs to support@remote-utilities.com. Here is how to locate the Host logs: https://www.remoteutilities.com/support/docs/host-log/

Please let us know if you have more questions.

Clicking RDP doesn't do anything...

Polina Krasnoborceva, Support (Posts: 172)

May 22, 2019 11:20:32 am EDT

Hello Nathan,

Thank you for your message.

Could you please clarify if you use the RDP-over-ID mode?
If this is the case, the issue might be caused by a firewall. If your Windows Firewall is enabled on the remote PC, please make sure that the public checkbox is selected for "Remote Desktop" in the exclusion list:

In addition, please check the RDP settings on the remote side, namely the security settings. They might be too restrictive to allow the client to connect.

Hope that helps.

Viewer window remains open but connection lost

Polina Krasnoborceva, Support (Posts: 172)

May 21, 2019 9:32:14 am EDT

Hello Max,

Thank you for your message.

In order to save bandwidth/traffic, the session may pause automatically, especially if you minimize the Full Control window. However, it should unpause and get back to normal when you return. Could you please verify that Pause/Unpause manually is working in your case? Here is a corresponding toolbar menu item:


In addition, it would be helpful if you sent us Host logs. You can send them to support@remote-utilities.com.

Looking forward to your reply.

Direct Copy/Paste File Transfer, not working

Polina Krasnoborceva, Support (Posts: 172)

May 20, 2019 11:48:43 am EDT

Hello Dimitris.

Also to have the output results (success/error) of the remote command would be useful.

I checked with our developers on this. The file copying process will be displayed so it's clear if the error occurs during the process.

Let me know if you have more questions.
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