Pauline's community posts

Hello Ondrej,

Thank you for your message.

Here's the full list of solutions that might help to improve the connection speed/performance in similar scenarios.

Namely, in the described scenario, we would recommend establishing a Direct connection instead of the Internet-ID connection, if possible - it can be established even if the remote Host machines are not available directly (i.e. located behind a router), by setting up a port forwarding rule as described here.

Alternatively, please consider utilizing the self-hosted RU Server instead of connecting through our public servers, as it might significantly improve the connection speed/performance as well. For more information on the RU Server please see this page.

Finally, please make sure that you use the latest version of Remote Utilities - currently, it's version 6.12.2.0 Beta 2. The latest version contains a number of improvements/bug fixes that might also affect connectivity, the full list of Release Notes is available here. Therefore, in case if you use version 6.10.10.0 or an older version of Remote Utilities, please try updating to the latest 6.12.2.0 Beta version - it's available for the download on this page.
When updating Remote Utilities please make sure that Viewer and Host/Agent are the same version. Version mismatch between Viewer and Host/Agent may lead to performance issues and some features not working.

Hope that helps.

Hello Chris,

Thank you for your message.

Could you please confirm if the issue occasionally occurs when using the latest 6.12.2.0 Beta 2 version? If this is the case, could you please try recording a short video of the issue and send it to us to support@remoteutilities.com? We will forward the video to our development department to see if there might be a fix for it.

In case if the issue occurs when using version 6.10.10.0 or any previous version (on any side of the connection), then please update it to the 6.12.2.0 Beta 2 version as well as the mechanism of fetching the remote monitors list was replaced in this release.

Looking forward to your reply.

Hello James,

Thank you for the update.

Unfortunately, this did not resolve the video issues documented here in this posting.
Can we assume that the RemoteUtilities developers are unable to come up with a workaround?

Unfortunately, in this case we cannot provide a fix for this issue, as our assistance in resolving issues caused by third-party software is limited (please see our Support Policy). In this case we can only recommend to contact Microsoft support service and ask for their input on the issue.

Sorry for the inconvenience.

Hello Will,

Yes, here's a dedicated forum discussion.

However, before we can proceed to further troubleshooting please try referring to this KB troubleshooting article that covers the most common factors that might be causing such connectivity issues and might provide a helpful solution.
In addition, it seems like the issue might be caused by some antivirus/firewall software activity preventing the Host service from running. In this case, please try adding the Host installation folder to your antivirus/firewall exception list as described here.

Finally, in case if the solutions above did not help, please feel free to send us the Host logs for examination. You can send the log files to support@remoteutilities.com.

Hope that helps.

Hello Rafael,

Thank you for your message.

Unfortunately, we cannot provide a specific ETA on the release of Host for Mac/Linux yet. We hope to release it by the end of this year and will do our best to provide Host for Mac/Linux as soon as we can.

Sorry for keeping you waiting.

Hello Will,

Thank you for your message.

Also, the mouse back/forth functions on the remote mouse are not being sent over to the host, was this ever supported?

Could you please elaborate a bit more on this? Do you mean the back/forth functionality provided by the additional buttons on a mouse? If this is the case, then unfortunately, this feature is yet to be implemented. However, we already have it in our wish-list and will make sure to add the support for extra buttons in our future updates.

It turns out that the discoloration is coming from the blank screen option on my end, as soon as I disable it the display returns to normal.

Unfortunately, this is a known issue that is caused by a new blank screen mechanism specific features - the "driver method" was discontinued since the 6.12.2.0 Beta 2 version as it is outdated and soon won't be supported by Windows at all. Besides, the new method is more versatile - namely, it works on laptops without blocking out the brightness controls (whereas the driver method has such a problem). Unfortunately, there are some downsides like the degraded colors when the blank remote screen feature is enabled. However, we'll do our best to improve the feature in our future updates.

Is there a paid version of the software? We'd like to get faster response similar to [censored] , specially during the "work from home" period.

Yes, we provide paid licenses as well which include different support levels and support channels. Please note that we provide technical support in EST timezone; from 9:00am to 5:00pm, Monday to Friday only. However, we try our best to respond as fast as we can. For more information on average response time for different support levels, including the Free license users, please refer to our Support Policy page.

Hope that helps.

Hello James,

Thank you for the provided photos.

I think if the mouse was NOT moving, (or was changed to a single pixel, something like that). most people would be fooled by the very-dark overlay being applied and ignore the screens.

Of course, I've forwarded the issue regarding the remote cursor behavior to our developers once again and asked for their input on this.

I'll get back to you with their reply as soon as the issue is reviewed. Sorry for the inconvenience.

Hello David,

Thank you for your message.

Do you mean this notification panel?

If this is the case, then the notification panel can be disabled in the Host/Agent settings -> on the Interface tab. Simply disable the Show notification panel checkbox, click OK and make sure to restart Agent/Host.

Hope that helps.

Hello James,

Thank you for your patience.

I've checked with our developers on the issue - unfortunately, this is expected behavior which is also enhanced by the brightness settings of the remote monitors. However, we will try to improve the blanking screen feature in our future updates in order to make the monitors in the multimonitor setup darker.

Meanwhile, in case if you do have the brightness levels adjusted on the remote monitors - please try resetting the brightness level to the default values and see if this helps to resolve the issue.

Hope that helps.

Hello James,

Thank you for the update and the provided details.

We will forward this to our development department for a review to see if we can reproduce the issue and do anything to fix it.

I will get back to you as soon as I get a reply from our developers and will keep you updated on the issue.