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Pauline's community posts

Mouse scroll broken on host after installing version 7.1.0.0

Pauline, Support (Posts: 2815)

Dec 27, 2021 4:03:18 pm EST

Hello Peter,

Thank you for the clarification.

In this case, could you please also let us know if you have the Advanced mouse scroll feature in the Connection Properties -> Mode tab enabled in any of the cases?

Details of machine builds and Viewer and Host installs and behaviour to follow, if you still want them.

Yes, please feel free to provide the details whenever it's possible - this way I will be able to forward the information on the issue to our developers.
Last but not least, if it's also possible to record a short video featuring the issue, it would be very helpful as well. You can send it to support@remoteutilities.com.

Looking forward to your reply.

Attempt to connect to online host, it goes offline and won't connect

Pauline, Support (Posts: 2815)

Dec 27, 2021 1:21:18 pm EST

Hello Douglas,

Thank you for the clarification.

Could you please let me know if you've tried rebooting the remote Host machine via the Power Control connection mode? This connection mode allows you to shut down, restart and lock the remote computer, or turn the remote monitor on/off.

Hope that helps.

Your getting started and knowlege base is flawed in respect to monitor

Pauline, Support (Posts: 2815)

Dec 27, 2021 1:17:25 pm EST

Hello Douglas,

I have attached monitors in the meantime
and I do plan to get a set of those dummy plugs in each signal variety that makes the PC
think there is a monitor attached.  I think thats ultimately the best solution especially
if it mimics a monitor so well that I can set resolutions as desired in windows.

Of course, that sounds like a great and helpful solution as well. We just recommend enabling the "Use legacy capture mode" feature as it typically helps to resolve most, if not all, similar issues.

(now I have to read up on doing an install remotely, something about msi...)

You probably mean the Remote Install Tool - you can use this tool to install/uninstall, start/stop and update a Host remotely. Since the Remote Install Tool requires an MSI installation file, you can either download a vanilla MSI installer on our download page here or build a custom MSI installation package via the MSI Configurator Tool. Here's a related guide on configuring a Standard MSI Package that might be useful.

Hope that helps.

After install,

Pauline, Support (Posts: 2815)

Dec 27, 2021 1:07:41 pm EST

Hello Douglas,

Thank you for the clarification.

Unfortunately, we couldn't reproduce the issue yet. However, if you're able to reproduce it and record a screencast it will be very helpful. If this is possible, please feel free to send us the video of the issue to support@remoteutilities.com. In addition, when sending the video please specify the exact OSs and builds of the machines where the issue occurs.
Last but not least, please make sure that you're installing the latest version of Remote Utilities (7.1.1.0 as of this writing) which is available for download here.

Hope that helps.

Some viewers see some connections on-line others off-line.

Pauline, Support (Posts: 2815)

Dec 27, 2021 12:51:48 pm EST

Hello Douglas,

Thank you for your message.

I'm glad to hear that you've figured out the issue!

Now I know all hosts have to have monitors for the host to allow a connction.

For headless machines please try enabling the Use legacy capture mode feature in the Host Settings -> Other mode - enabling this features usually helps to resolve similar issues related to screen capture or other performance issues when connecting to headless remote machines (i.e. having a monitor connected to a remote Host is not mandatory for the connection to work properly). After enabling the feature please make sure to restart Host in order for changes to be applied.

Hope that helps.

The RU development and support folks are awesome.

Pauline, Support (Posts: 2815)

Dec 27, 2021 11:51:08 am EST

Hello Douglas,

Thank you for your kind words and feedback, it really means a lot to us! We always try to help our users to resolve issues or add some new features to our software to the best of our ability.

Please feel free to let us know if you have more questions or need our assistance.

Mouse scroll broken on host after installing version 7.1.0.0

Pauline, Support (Posts: 2815)

Dec 27, 2021 9:58:54 am EST

Hello Peter,

Thank you for your message.

We will try to reproduce the issue with the mouse scroll when using the latest version of Remote Utilities on Windows 7 to see if we can reproduce it and implement a quick fix. Could you please let us know what are the exact builds of all Viewer and Host machines where the issue occurs?

Looking forward to your reply.

View 7.1.0.0 - Terminal mode crashes

Pauline, Support (Posts: 2815)

Dec 24, 2021 2:58:23 pm EST

Hello Bill,

Thank you for your patience.

Could you please also let us know what is the OS of your remote Hast machine and its exact build as well? If the issue occurs when connecting to a few Hosts, then please let us know the OS and build for all of those remote machines.

Looking forward to your reply.

Attempt to connect to online host, it goes offline and won't connect

Pauline, Support (Posts: 2815)

Dec 24, 2021 9:41:08 am EST

Hello Douglas,

Thank you for your message.

Am I right in assuming that this is a headless Host machine you've mentioned in another thread here? If this is the case, could you please confirm that the issue was resolved by connecting a monitor to the machine or by enabling the Use legacy capture mode as I recommended in the other thread?

Looking forward to your reply.

Your getting started and knowlege base is flawed in respect to monitor

Pauline, Support (Posts: 2815)

Dec 24, 2021 9:34:06 am EST

Hello Douglas,

Thank you for the provided feedback.

We will consider adding a section on headless machines to our Documentation/Knowledge base.
As for the connectivity issue - please try enabling the Use legacy capture mode feature in the Host Settings -> Other tab and see if you're able to connect to a headless Host machine this way. After enabling the feature please make sure to restart Host in order for the changes to be applied.

Hope that helps.
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