Pauline's community posts

Hello,

Thank you for your message.

After upgrading, now when I connect to a desktop for remote sharing, the remote user who is logged in via rdp gets disconnected and I get the full control.

Unfortunately, this is expected behavior caused by the way the RDP client is configured on the desktop OSs (such as Windows 10 and 11). Please note that Windows 10 (due to being a desktop and not a server OS) does not allow to run a console (i.e. local) session and RDP or even two RDP sessions simultaneously - this is only possible with server OSs if the terminal server is set up (i.e. if there's an active RDP session on the remote machine, connecting to the machine in a Full Control/View Only connection mode will log out the existing RDP session).

After ready the forum, what I want is shadowing to see the screen in the 1 user license,
it was working while i was using the free license, what do i need to enable the shadowing, even with the power control the remote user gets disconnected.

Unfortunately, "shadowing" via RDP when used on a desktop OS is not possible - Microsoft only allows one simultaneous RDP connection for desktop systems. Attempting to start a second RDP session will prompt the user to end the active session. In addition, if the user is working at the computer console (locally), their local session is disconnected (locked) when a remote RDP connection is made. The remote RDP session will also be terminated if the user logs into Windows from the computer’s console (therefore, connecting in Full Control connection mode leads to RDP session being terminated).
The number of concurrent RDP connections on Windows is actually a license limitation from Microsoft side - they prohibit the creation of a workstation-based Terminal RDP server for multiple users to work simultaneously and suggest purchasing Windows Server instead which allows two simultaneous RDP connections by default.

Here are some of the options that might work for your purpose of shadowing the remote user:
1. You and the remote user can both connect to Host on the target remote machine using Full Control and View connection mode - you can both switch between Full Control and View Only depending on the requirements. However, please note that you need a 2-tech license for this purpose to allow simultaneous connection.
2. A remote user can install Host or run Agent on their own local machine that they use to connect to the target remote computer via RDP. You can also do so vice versa and use Host/Agent on your own local machine allowing a remote user to connect (you can restrict them to View Only mode in the Host Settings -> Modes if you prefer).

Hope that helps.

Hello Mats,

Yes, sometimes recreating a connection in your address book might help to resolve similar issues. Please let us know if this works for you or if the issue still persists.

Looking forward to your reply.

Hello,

I’m glad to hear we were able to help and it’s working for you now!

Please feel free to contact us if you have any questions or need our assistance. We’re always happy to help!

Hello,

Please note that the Stop Host command in the Remote Settings article refers to Host on your Viewer machine (if it’s installed and running) and not the remote Host, so if your computer is only used for Viewer and Host is not installed or running, then you can skip this step.

This was to be done using the Remote Settings Button which does not work, what is the reason for this button since it does nothing?

The Remote Settings button opens the Settings menu for a remote Host which settings you want to change. Could you please clarify if the settings menu is not opening when you log on to the remote Host and select the Remote Settings feature? Are you getting any particular error messages or nothing happens at all?

Looking forward to your reply.

Hello Rossana,

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

The only inconvenience was that it did not mentioned the "Remote Utilities" software by name.

Perhaps, this was caused by some of the installation files being damaged which had also caused the update issue. To avoid similar issues in the future, please make sure to add Remote Utilities to exceptions as described in the guide linked above.

Let us know if you have more questions.

Hello John,

Do you mean restarting Host after changing the password? Please note that you don’t need to stop the Host service in order to change the password. Simply use the Remote Settings and change the password following this guide. When you press OK the changes are applied automatically and Host is restarted automatically as well, so there’s no need to stop Host manually. Just give it a couple of minutes to restart automatically and you should be able to connect using your new password.

Hope that helps.

Hello Bujang,

Thank you for the confirmation.

I’ll check with our developers on the RAM information not displayed in the Inventory Manager mode.

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

Hello Mats,

Do you have any antivirus software installed on your Host or Viewer machines? If yes, then have you already added Remote Utilities to the exceptions of the a/v software?

Looking forward to your reply.

Hello,

Just wanted to let you know that you should be able to change the Host password remotely using the Remote Settings feature - Host will be restarted automatically when you submit the changes.

Hope that helps.

Hello Rossana,

Thank you for your message.

Please try using this Microsoft troubleshooting tool and see if this helps to resolve the issue. Just download the tool, run it and follow the steps provided by the wizard.

In addition, please make sure to add Remote Utilities to the exception list of any antivirus software you may have installed. To do so, please follow this guide.

Hope that helps.