Pauline's community posts

Hello Will,

Thank you for the clarification.

Could you please also clarify if it's possible to connect to this remote Host machine when using Full Control and View connection mode via Internet-ID connection?
Also, could you please double-check if the RDP connection mode allowed in the Host Settings -> Modes tab and also if you have the Do not capture RDP sessions checkbox enabled on the Other tab?

In case if you're experiencing such connectivity issues using both RDP-over-ID and Internet-ID connection as well, please feel free to send us the Host log files for examination to see if it's possible to identify what might be causing the problem. You can send the logs to [email protected].

However, please note that the RDP mode in Remote Utilities just launches the native Microsoft Remote Desktop Connection client from within Remote Utilities and connects to a remote computer using the standard RDP protocol.

Looking forward to your reply.

Hello Michael,

Thank you for your message.

The issue might be caused by outdated security protocols (namely TLS 1.0 and TLS 1.1) which are no longer supported by the configuration server.
Before we can proceed to further troubleshooting, could you please try enabling TLS 1.2 support on your Viewer machine? In order to do so, please try following this step-by-step guide on how to enable TLS 1.2 support.

Please let me know if the solution above did not help and the issue persists.

Hello Howard,

Thank you for the update.

Unfortunately, in this case only a complete reinstallation of Windows might help to resolve the issue as it's caused by some specific configurations inside the system itself being damaged.
You can additionally try using System File Checker tool. However, please note that we cannot provide further assistance with repairing/reinstalling Windows as it's beyond the scope of our technical support. Sorry for the inconvenience.

Please let us know if you have other questions.

Hello Kaelyn,

Thank you for your patience.

I've checked on the issue with our developers - unfortunately, this is expected behavior that cannot be fixed in the nearest future. However, we plan to improve the mapping mechanism for multi-monitor setups in our future updates - perhaps, we will be able to fix this behavior of the cursor then. Sorry for the inconvenience.

Please let us know if you have other questions.

Hello Kaelyn,

Thank you for your patience.

I've forwarded the issue to our developers. Meanwhile, could you please also try enabling the Use legacy capture mode feature in the Host Settings -> Other tab and see if this helps to resolve the issue? Please make sure to restart the Host after enabling the feature in order for the changes to be applied.

Please let us know if this worked for you or if the issue persists.

Hello Howard,

Thank you for your patience.

I've checked on the issue with our developers - unfortunately, this issue usually occurs if there's something wrong (i.e. was somehow damaged or corrupted) in the operating system itself.
Unfortunately, according to our Support Policy, we cannot assist in resolving system administration issues. In this case, the best solution that will most likely help to resolve the issue is to reinstall your Windows OS from scratch (or to contact your system administrator and request them to reinstall the OS). Sorry for the inconvenience.

Hope that helps.

Hello Kaelyn,

Thank you for the clarification.

I will forward the issue to our development department for further review. I'll get back to you as soon as I hear back from our developers on the issue.

Sorry for the inconvenience.

Hello George,

I'm sorry to hear that you had such experience with our program.

If possible, could you please provide us some more details regarding the issues with the cursor when using the latest 6.12.2.0 Beta 2 version? Unfortunately, we couldn't reproduce any strange behavior of the cursor and we haven't been reported any serious issues on the cursor's behavior recently.
As for the frequent disconnects issue - perhaps, this troubleshooting KB guide could provide some helpful information.

However, we apologize for any inconvenience. Please feel free to post another message if you have other questions in the future.

Hello Xoan,

Thank you for your message.

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

In addition, here's a related KB article that might provide a helpful solution as well.

Finally, in case if you use version 6.10.10.0 or an older version of Remote Utilities, then please try updating to our latest 6.12.2.0 Beta 2 version as the issue might have been fixed in the latest update. Version 6.12.2.0 Beta 2 is available for download on this page. When updating, please make sure to update both Viewer and Host/Agent to the same version as the version mismatch might lead to performance issues or other features not working.

Hope that helps.

Hello Will,

Thank you for your message.

Could you please double-check if you have the logon credentials for your remote machine saved on the RDP tab in the Connection Properties window? If this is the case, then please try removing the saved credentials from there and see if it's possible to connect this way.
In addition, please clarify if you use RDP or RDP-over-ID connection mode?

Looking forward to your reply.