Pauline's community posts

Hello Ondrej,

Thank you for your message.

Could you please clarify if there's any antivirus/firewall software installed on the remote Host machines where the issue occurs? If this is the case, then could you please try adding the Host installation folder C:\Program Files(x86)\Remote Utilities - Host\ to the antivirus/firewall software exception list? Please note that in case if the service is missing on the machine after installation, you might need to completely uninstall the Host and then reinstall it from scratch.

In addition, could you please let us know which version of Remote Utilities you're trying to install? In case if it's version 6.10.10.0 or even an older version, then please try configuring a custom MSI installation file and installing Hosts using the latest 6.12.2.0 Beta 2 version as the issue might have already been resolved in this version.
The 6.12.2.0 Beta 2 version is available for the download on this page. Please make sure to use Viewer and Host/Agent of the same version as the version mismatch might lead to performance issues or some features not working.

Please let us know if the solutions above did not help and the issue persists even when using the latest version of Remote Utilities.

Hello,

Thank you for your message.

Yes, you can absolutely customize the Agent module via our MSI Configurator Tool and specify your custom RU Server as the relay server Agent will use during the configuration process.

In order to do so, you can follow this tutorial on configuring Agent, but on Step 3: Advanced options, make sure to select Specify custom Internet-ID server instead of the default one and proceed to further specify your Server's address:


In addition, if you've previously already run Agent that was using our default servers on any of the remote machines, you can enable the When updating existing Hosts, overwrite their Internet-ID server address with the specified address checkbox - this will make sure that when you run the customized Agent, its settings will be updated, so it will use the correct server.

Hope that helps.

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.