Pauline's community posts

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.

Hello Lisa,

Thank you for your message.

Am I right in assuming that you use the Internet-ID connection to connect to the remote Host? If this is the case, then before we proceed to further troubleshooting, please try referring to this KB article that provides information on the most common issues when using the Internet-ID connection method and how to resolve them: https://www.remoteutilities.com/support/kb/cannot-connect-using-internet-id-connection/

In addition, I recommend that you try updating your Host and Viewer to the latest 6.12 Beta 2 version as the issue might have already been resolved in the most recent release. The 6.12 Beta version is available for the download on this page: https://www.remoteutilities.com/download/beta.php
When updating Remote Utilities, please make sure to update both Host/Agent and Viewer as the version mismatch might lead to performance issues and some features not working.

Please let us know if the solutions above did not help and the issue persists.

Hello Brian,

Thank you for the clarification.

I apologize for my somewhat misleading previous reply. Unfortunately, this still does not change the reason that's causing the issue. I'll check with our developers if, perhaps, we can implement some fix for this kind of issues in our future updates, if possible.

Please feel free to post another message if you have more questions.

Hello Brian,

Thank you for your patience.

I checked with our developers on the issues. The issue with the Windows Login screen is caused by the screen capture being interrupted since the user that was running the Agent is logged out. This way, the image you see in the Full Control and View window is mismatched with what actually is displayed on the Agent machine at the moment.

As for the "Send Ctrl+Alt+Del" feature - this is expected behavior. In order to use this feature, you need to have the Host module running on the remote machine or to use the Restart Agent as feature.

Please let us know if you have more questions.

Hello Brian,

Thank you for the clarification.

Unfortunately, we couldn't reproduce the issue. However, I will forward the issue to our developers and ask for their input on this to see if there's anything that could be done to fix it. Sorry for the inconvenience.

I'll get back to you soon with an update.

Hello Brian,

Thank you for the clarification.

Could you please clarify if you mean that when the remote session is interrupted or closed and you try connecting to the remote machine again, you see the Windows login screen with no password input field? If this is the case, then could you please let me know if you have the Lock workstation on disconnect feature enabled in the Connection Properties -> Additional properties tab? In addition, could you please send us a screenshot of the Windows Login screen with no password prompt? You can hide all sensitive information or send the screenshot to support@remoteutilities.com if you don't want to post it on the forum.

For sending CTRL-ALT-Delete, I am using what the document calls the Toolbar, and I choose "send Ctrl-Alt-Delete" rather than hit these keys directly on the host.

Could you please clarify if the Agent runs under the standard Windows user?

Looking forward to your reply.

Hello Brian,

Thank you for your message.

Could you please let us know which Connection mode and Authentication method do you use to connect to a remote machine?

Also curious, if I say "send Alt-Ctrl-Del" from the viewer, it brings up the task manager rather than what should happen if I do this key sequence on the host.

Could you please clarify if you're sending the key combination by directly pressing it on the local keyboard or do you use the Send Ctrl+Alt+Del command located in the Additional commands menu on the Toolbar of the Full Control and View connection mode?

Looking forward to your reply.

Hello,

Of course, please feel free to update us on the issue if there's any new information on it or in case if the issue persists.

Looking forward to your reply.

Hello Tim,

Thank you for your message.

I've checked with our developers once again - perhaps, the issue occurs specifically with this beta version release of the macOS. However, we will make sure to test the Viewer for Mac compatibility with the macOS beta version to see if there are any issues that we can fix in our subsequent updates.

Meanwhile, you might try running the Viewer from a stable macOS version (for example, Mojave or Catalina), if possible.

Sorry for the inconvenience. I'll get back to you if there are any updates on the issue.

Hello Ted,

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

Please feel free to post another message if you have more questions.