Pauline's community posts

Hello Andreas,

Thank you for your message.

Could you please clarify if you're able to connect fr om the same Viewer to any other Host that uses another authentication method? In addition, could you please double-check, if possible, if you're able to connect to the same Host machine wh ere the issue occurs if you change the authentication method for this Host in the Host Settings (for example, if you enable the Single password)?

Looking forward to your reply.

Hello Pepa,

Thank you for your feedback.

I will forward this to our development department and will ask for their input on it.

I'll get back to you with an update from our developers shortly.

Hello Rob,

(Now just invert that world map before I go blind ;) )

Do you mean that your connection gets stuck on the "world map" window? If this is the case, please try enabling the Use legacy capture mode feature in the Host Settings -> Other tab. Please make sure to restart Host after enabling the feature in order for the changes to be applied.

Hope that helps.

Hello Douglas,

Of course, please feel free to let us know if there are any updates on the issue anytime.
In addition, please note that you can also update your Remote Utilities installation via the Self-Update feature.

Hope that helps.

Hello Douglas,

Thank you for the clarification.

Could you please try updating both Viewer and Host to the latest version 7.1.1.0 and see if the issue still persists after updating? We've released an update a couple of days ago with a few minor fixes and improvements, so this might help in resolving the issue.
The latest version available for download on this page. Alternatively, you can just update via the Self-Update feature. Please make sure to update both Host and Viewer to the same version to avoid the version mismatch.

In case if the issue still occurs when using the latest version as well, you can send us the Host logs fr om the remote Host machine wh ere the issue occurs. Please do not publish them on the forum as they might contain some private information - instead you can send the log files to support@remoteutilities.com.  

Hope that helps.

Hello Peter,

Thank you for the clarification.

I will forward the issue to our development department to see if we're able to reproduce the issue.

I will keep you updated on the issue and will get back to you shortly.

Hello Bill,

I'm glad to hear that the issue was resolved and it works for you now!

Please feel free to let us know if you have more questions or need our further assistance. We're always happy to help.

Hello Douglas,

Thank you for the clarification.

In this case could you please let us know what version of Remote Utilities was used on both Host and Viewer machines, the machines OSs and their builds as well? We will try to reproduce the issue to see is we can implement a fix for it in our future updates.

Looking forward to your reply.

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.

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.