Pauline's community posts

Hello Mark,

Thank you for your message.

Yes, this was a known issue caused by the Monitor Driver that occurred in older versions preceding our latest release of the 6.12.2.0 Beta 2 version. We've discontinued the Monitor Driver in our latest release and replaced it with another screen blanking mechanism that also supports custom text for the blanked screen.

In addition, please also note that I've replied to your message in this thread.

Hope that helps.

Hello Mark,

Thank you for your message.

Yes, in the latest version 6.12.2.0 Beta 2 we've discontinued the Monitor driver and replaced it with another screen blacking mechanism that also allows to set up a custom text to be displayed on the remote screen when it's blanked. For more information please see the Release Notes page.

The Monitor driver is automatically uninstalled when you update Host to the latest 6.12.2.0 Beta 2 version. It's available for download on this page.
When updating Remote Utilities please make sure to update both Viewer and Host/Agent to the same version as the version mismatch might lead to performance issues or some features not working.

Hope that helps.

Hello Will,

Thank you for the clarification.

Unfortunately, we did not receive your email. Could you please try resending it one more time to support@remoteutilities.com?

As for the RDP mode - 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 RDP protocol. Given the fact that it comes from the Microsoft themselves, it's not surprisingly that RDP might be the fastest on the market.

Looking forward to your reply.

Hello David,

Thank you for the update and sorry for the inconvenience! In this case, I will notify you here in this thread as soon as the update for Remote Utilities is available for the downloading on our website, so you could update your installation and see if the issue persists.

Please let us know if you have other questions.

Hello Richard,

Could you please send us a screenshot of the issue, so we could forward it to our developers and ask for their input on this? For example, you can send us a screenshot of the MS Word window, so that the blank panel would be visible. You can send the screenshot to support@remoteutilities.com or post it here (please feel free to blur/conceal any sensitive information on the screenshot).

Looking forward to your reply.

Hello Richard,

Thank you for the clarification.

Could you please try enabling the Use legacy capture mode feature in the Settings for Host -> Other tab and see if this helps to resolve the issue?

Please let us know if the issue persists.

Hello Scott,

I'm glad to hear we were able to help!

Please feel free to post another message if you have more questions or need further assistance.

Hello Delta,

Thank you for the clarification.

Ideally I would like to remote in to the Home computer so I can remote in to the client and also see my files. I could I accomplish this?

Of course, sorry if my previous reply was somewhat misleading, I assumed that you would only connect to your home PC.
In the described scenario, you need to have both Host and Viewer installed on your home PC, so you would be able to connect to the Host and then use Viewer on the same machine to connect to your customer's remote machine.
However, if you already work from the same computer, you can simply use Viewer on this computer to connect to your customer's Host right away.

Hope that helps.

Hello David and Peter,

Peter, thank you for your input. This is correct, I apologize for overlooking this in the David's original message.

David, unfortunately, Peter is right - there is a known bug in the version 6.12.2.0 Beta 2 when used on Windows XP, which prevents Viewer running on Windows XP machines from connecting to remote Hosts (you might receive "Access denied" error). However, this issue was already fixed by our developers and will be implemented in our next update which we hope to release very soon (approximately, by the end of this year, but hopefully, even sooner).

One more thing - could you please also try enabling the Capture alpha blending windows feature in Connection properties -> Additional Properties tab and see if this helps to resolve the issue with Windows menus?

So the answer is no, there is no manual screen refresh. Maybe this could be a future addition.
I am also not sure whether the Beta viewer will run on XP.

Yes, unfortunately, the only other solution here is to wait until we release our next update with the implemented fix for WindowsXP machines - then you should be able to update to the latest version and see if this helps to resolve the issue. We will make sure to notify you in this thread as well as soon as the new version is released. Sorry for the inconvenience.

When using remote install, should the viewer should be updated first or last. ( 2 viewers and 2 hosts).

When using Remote Install Tool feature, you should always update the Viewer first. Actually, updating Viewer first is recommended, regardless of the update method chosen to update the Host. For more information on updating via Remote Install Tool please see this page.

Hope that helps.

Hello Chris,

We have received your email. Thank you for the provided video.

I will forward the video along with the issue description to our developers and ask for their input on this.

I'll get back to you soon with their reply.