Pauline's community posts

Hello Kaelyn,

Thank you for the clarification.

I've just tried to reproduce the issue and the "Blank Host screen" feature works as expected, expect for the fact that it took a couple more seconds longer to blank the remote screen after enabling the feature for a Host with the "Use legacy capture mode" enabled. Could you please try disabling the "Use legacy capture mode" feature and see if blanking the remote screen works this way? Please make sure to restart Host after disabling the "Legacy capture mode" feature.

In addition, in case if the above does not help, please let me know what happens after you enable the "Blank Host screen" feature - does the remote screen not go dark at all or does it go dark but you still can see the mouse pointer?

Looking forward to your reply.

Hello Adam,

Thank you for your message.

I will forward this to our developers once again and will ask them if we can provide you some kind of a guide on this.

I'll get back to you with an update on this shortly.

Hello Alf,

Thank you for your message.

I apologize for the inconvenience, but as I've already mentioned in the ticket, there is, indeed some additional unencrypted metadata transferred between Host and Server or Viewer and Server (only in case of Internet-ID connections), but this data is not related to authentication or remote sessions, so this does not cause any security threats. All data related to authentication or to a remote session is encrypted regardless of the connection type.
However, we do understand your concern - I have forwarded your feedback on this to our developers, so we will try to implement these changes as soon as we can. Sorry once again for the inconvenience.

Please let me know if you have more questions.

Hello Kaelyn,

Thank you for the clarification.

Could you please also let me know the following:
1. Does the issue occur only when connecting to one specific Host or to any Host at all?
2. Do you enable the "Blank Host screen" feature from the Connection Properties window or by invoking the properties window from the Toolbar in the Full Control and View mode?

Looking forward to your reply.

Hello Gaute,

Thank you for your patience.

I've checked on this issue with our development department - unfortunately, this is expected behavior which occurs due to the fact that the desktop OSs (such as Windows 10) does not allow to simultaneously run a console session and RDP - this is only possible with server OSs if the terminal server is set up.
Please consider using the Full Control connection mode instead.

Please let us know if you have other questions.

Hello Daniel,

I'm glad to hear you've figured out the issue and it works for you.

Please feel free to post another message or create a ticket if you have more questions or need our further assistance. We're happy to help!

Hello Adam,

Thank you for your patience.

I've checked on the address book issue with our developers once again and they've confirmed that it's caused by some specific Access rights permissions or some folder redirection policies. Please note that Remote Utilities is meant to be used mainly on Windows OSs with default configurations. Unfortunately, according to our Support Policy, we cannot assist in resolving system administration issues. Therefore, in order to resolve this issue, please try referring to your system administrator. I apologize for the inconvenience.

Please let us know if you have other questions.

Hello Lorri,

Thank you for your message.

Could you please clarify if you mean the Windows UAC prompt message?
If this is the case, could you please update your remote Host as well as Viewer to the latest version 7.0.0.3 and see if this helps to resolve the issue? The latest version 7.0.0.3 is available for download on this page. Alternatively, you can also update using the Self-Update feature.
Please make sure to update both Host and Viewer to the same version in order to avoid the version mismatch that might lead to performance issues or some features not working.

Hope that helps.

Hello Kaelyn,

Thank you for your message.

Could you please try enabling the Use legacy capture mode in the Host Settings -> Other tab and see if this helps to resolve the issue? Please make sure to restart Host after enabling the feature in order for the settings to be applied.

Please let us know if this worked for you.

Hello Adam,

Thank you for the update on this.

I'll forward the update to our developers once again and will ask for their input on this. However, according to our developers, the issue is rather caused by the Access permission settings, rather than by our UI, especially since we haven't received any other reports about similar issues.

I'll get back to you with a reply on this from our development department shortly.