Pauline's community posts

Hello James,

Thank you for the details.

We've managed to reproduce the issue this time, with the remote laptop's lid being closed. I'll forward this to our developers to see if there's anything that could be done to fix the issue in our future updates.

I'll keep you updated on the issue.

Hello,

Thank you for the clarification.

Of course, I understand the situation. However, I've checked on the issue with our developers - they confirmed that it's most likely that the cursor is not displayed this way on the 3rd party software's side. We recommend that you also refer to the corresponding software's support service as according to our Support Policy we cannot assist in resolving issues with third-party software.

In addition, please note that I modified the previous messages as mentioning competitor links and product names are not allowed on our forum. For more information please refer to our Community forum rules.

Please let us know if you have more questions.

Hello James,

Thank you for the update on this.

Could you please clarify if the Windows Start menu is displayed in the same reduced size on the remote machine's display itself as it's displayed in the remote session window (i.e. on these machines where the issue occurs)?

In addition, could you please let us know if the graphics card on the machines where the issue occurs is the same or from the same manufacturer? If possible, then could you please provide us specific graphics card models?

Looking forward to your reply.

Hello,

Thank you for the clarification.

Could you please confirm if the second screenshot, i.e. the Host screen where the cursor is invisible, is what you see on the remote screen using the 3rd party software (during the active remote session) and not on the actual physical remote screen? If this is the case, then this might be caused by some specifications of the 3rd party software.

In addition, please note that the cursor is always visible on the physical screen of the remote machine and follows the movement of your local cursor on the Viewer's side.

Looking forward to your reply.

Hello,

Thank you for your message.

Am I right in assuming that you've already tried switching the "rendering of hosts cursor" to Always but it did not make any difference as well? If this is the case, then could you please try enabling the Use legacy capture mode feature in Settings for Host/Agent -> Other tab and see if this helps to resolve the issue?

In addition, I recommend that you update Remote Utilities to the latest 6.12 Beta 2 version as the issue might have already been resolved in the most recent update.
Version 6.12 Beta 2 is available for the download on this page. Please make sure to use Agent and Portable Viewer of the same versions as the version mismatch might also lead to performance issues or some features not working.

Finally, in case if the issue persists even when using the latest 6.12 Beta 2 version, then could you please provide us a screenshot (or, perhaps, even a short video, if possible) of the issue? You can upload it here or send it to support@remoteutilities.com.

Hope that helps.

Hello Vasilis,

Thank you. We have received your email, I will now forward it to our developers, so they can look further into the issue.

I'll keep you updated on this.

Hello Vasilis,

Thank you for your patience.

I've checked on the issue with our developers. Could you please provide us the following information, so we could investigate further into the issue:
1. What keyboard layout and input mode are used on your local machine, and what layout and input mode are used on the remote machine? It would be helpful if you could also provide us screenshots, if possible.
2. What exact version of Linux Gentoo do you use?
3. Is there any other software where you've noticed similar behavior?

You can publish your reply here or send it to us to support@remoteutilities.com in case if you don't want to publish your screenshots on the forum and this would be more convenient.

Looking forward to your reply.

Hello Vasilis,

Thank you for your message.

Unfortunately, we couldn't reproduce the issue. However, I'll forward this issue to our developers for a review, to see if anything could be done to fix this in our future updates for Mac/Linux Viewer. Sorry for the inconvenience.

Please let us know if you have more questions.

Hello Victorio,

Thank you for your message.

Is there a way for the user to change his/her password directly from the Viewer?

Unfortunately, changing the password for a user is only from the RU Server's Admin Console as it's a Centralized permissions management tool that allows creating users and groups and setting access permissions globally.

However, if it's necessary for users to be able to change their passwords themselves, then please note that the RU Server's Admin Console can be installed on any machine, without the actual server service running and connected to the server service remotely as described here: https://www.remoteutilities.com/support/docs/ac-main-window/#Remote_connection
This way, users can access the server's Admin Console and change the password themselves, if necessary.

Hope that helps.

Hello Michael,

Thank you for your message.

Am I right in assuming that you use the Internet-ID connection via our public ID-servers? If this is the case, then using the RU Server might help to improve the connection speed/performance. However, please note that the overall speed and performance are only as good as the slowest network segment between Viewer and Host, and using Direct connection is always faster than when using Internet-ID connection.

Please also try enabling the Economy mode feature. In order to enable the Economode, please navigate to the Network tab in Connection properties and select Economy mode as your Network usage mode.

In addition, here's a KB article on improving the remote connection speed/performance that might provide a helpful solution: https://www.remoteutilities.com/support/kb/slow-remote-connection-speed-performance/

Hope that helps.