Pauline's community posts

Hello,

Thank you for your message.

Could you please clarify if the hotkeys are used in some specific software or are these just Windows hotkeys you’d like to use? Please note that you can fine the full list of hotkeys supported by Remote Utilities on this page.

Looking forward to your reply.

Hello Stephen,

Thank you for your message.

Could you please let us know what authentication method you’re using when connecting to your Host? Do you have multiple authentication methods enabled for this Host?

Looking forward to your reply.

Hello,

Thank you for your message.

If you can't access the machine remotely then the best thing to do is just to update Host manually. You can download the installation file on this page and simply run it on the remote Host machine. If you use the default vanilla installation file, all of your settings will remain the same and only the Host version will be updated.

Let us know if you have more questions.

Hello John,

Thank you for your message.

Please try resetting your Viewer settings following the steps provided in this guide and see if this helps to resolve the issue.

Let us know if this works for you.

Hello Asaf,

Thank you for your message.

Yes, you should be able to connect to Agent for Mac using Viewer for Windows. Just make sure that all of your Remote Utilities modules are updated to the most recent version since an outdated component or a version mismatch (within the same platform) can sometimes affect performance speed or cause other connectivity issues.

Hope that helps.

Hello Julien,

Thank you for your message.

Before we can proceed to further troubleshooting, please try updating your Host to the latest version 7.2.2.0 since the issue is most likely caused by a version mismatch. You can use Simple Update method or use Remote Install Tool. If you're unable to update Host remotely, please try updating it manually by downloading the latest Host installation file here and running it on the remote machine.

Hope that helps.

Hello Mats,

Of course, please feel free to update us whenever you can. Hope this helps to resolve the issue for you.

Let us know if you have any questions.

Hello,

how come it was working with the free and not work with basic . Can you ask from developers,

Of course, I’ve forwarded this issue to our developers to see if they’re able to provide any input on it.

Ok I found the solution of remote desktop shadowing and will need your help in setting this unattended.

In case if you need unattended access, you should use Host instead of Agent since Agent is designed for attended-only access, so in cases when you need a remote machine to be available for connection 24/7, we recommend using Host instead.
Please note that if you want to use method 2, then you should be able to install Host on the remote user’s machine as well (which also allows you to install/update software since Host requires admin privileges for installation).

Let us know if you have more questions.

Hello,

Thank you for your message.

After upgrading, now when I connect to a desktop for remote sharing, the remote user who is logged in via rdp gets disconnected and I get the full control.

Unfortunately, this is expected behavior caused by the way the RDP client is configured on the desktop OSs (such as Windows 10 and 11). Please note that Windows 10 (due to being a desktop and not a server OS) does not allow to run a console (i.e. local) session and RDP or even two RDP sessions simultaneously - this is only possible with server OSs if the terminal server is set up (i.e. if there's an active RDP session on the remote machine, connecting to the machine in a Full Control/View Only connection mode will log out the existing RDP session).

After ready the forum, what I want is shadowing to see the screen in the 1 user license,
it was working while i was using the free license, what do i need to enable the shadowing, even with the power control the remote user gets disconnected.

Unfortunately, "shadowing" via RDP when used on a desktop OS is not possible - Microsoft only allows one simultaneous RDP connection for desktop systems. Attempting to start a second RDP session will prompt the user to end the active session. In addition, if the user is working at the computer console (locally), their local session is disconnected (locked) when a remote RDP connection is made. The remote RDP session will also be terminated if the user logs into Windows from the computer’s console (therefore, connecting in Full Control connection mode leads to RDP session being terminated).
The number of concurrent RDP connections on Windows is actually a license limitation from Microsoft side - they prohibit the creation of a workstation-based Terminal RDP server for multiple users to work simultaneously and suggest purchasing Windows Server instead which allows two simultaneous RDP connections by default.

Here are some of the options that might work for your purpose of shadowing the remote user:
1. You and the remote user can both connect to Host on the target remote machine using Full Control and View connection mode - you can both switch between Full Control and View Only depending on the requirements. However, please note that you need a 2-tech license for this purpose to allow simultaneous connection.
2. A remote user can install Host or run Agent on their own local machine that they use to connect to the target remote computer via RDP. You can also do so vice versa and use Host/Agent on your own local machine allowing a remote user to connect (you can restrict them to View Only mode in the Host Settings -> Modes if you prefer).

Hope that helps.

Hello Mats,

Yes, sometimes recreating a connection in your address book might help to resolve similar issues. Please let us know if this works for you or if the issue still persists.

Looking forward to your reply.