Pauline's community posts

Hello James,

Thank you for your patience.

I checked with our developers on the issue. Unfortunately, we couldn't reproduce the issue - perhaps, it was caused by the Windows upgrade being somehow corrupted or damaged. The reason you see the Start menu in a normal size when using RDP is that RDP works in a terminal session while Remote Utilities works in a console session and displays exactly what is shown on a remote machine.

Unfortunately, according to our Support Policy, we cannot assist in resolving hardware/third-party software and system administration issues. However, we might recommend that you try reinstalling the latest Windows update.

Please let us know if you have more questions.

Hello Robert,

Thank you for the clarification.

Unfortunately, according to our Support Policy, we cannot assist you in resolving issues with third-party software. The reason the person on the call cannot hear you, perhaps, as your local mic input is being transferred to the remote machine and is played there as playback audio, not a microphone input.

I tried voice chat but that does not seem to allow me to have full control of the computer, which I need. After starting voice chat, I clicked the full control button in the options box, but I am not sure of that still leaves me in voice chat, or if has switched to full control outside of voice chat.

Actually, you should be able to invoke a few different connection modes windows at the same time. I've just tried connecting to a remote Host via the Voice and Video chat mode along with the Full Control connection mode and it worked as expected - both connection modes work properly and do not interfere with each other even if you have the sound capture enabled in the Full Control mode.

Hope that helps.

Hello Robert,

Thank you for the clarification.

What would really be happening on that case is my local mic would have to transfer to my host computer. Maybe this is not possible.

Could you please let me know if you've tried using the Voice and Video Chat connection mode? You can connect to your remote Host via audio only using the Voice call button, so this way your local microphone input should be transfer to the remote Host machine:


For more information on the Voice and Video Chat connection mode please refer to this page.

Hope that helps.

Hello Mitch,

Thank you for your message.

Could you please clarify if you're already logged on to this remote Host prior connecting, i.e. is the connection displayed in the Logged on section of the address book like on the following screenshot?


If this is the case, then this is expected behavior - you simply connect to the remote Host right away because your Viewer is already authenticated (perhaps, you've already connected to this Host before or if you have the Automatic logon feature enabled).

In case if you want to avoid staying logged in to the remote Host, please consider using the Log off connection on disconnect feature - this way, your Viewer is logged off each time when you close Full Control and View window or when the session is terminated otherwise. In order to enable the feature please open the Connection Properties window, navigate to the Additional Properties tab and enable the Log off connection on disconnect checkbox.

Hope that helps.

Hello Robert,

Thank you for your message.

Could you please clarify if you mean the playback audio, i.e. sounds that are played on the remote Host machine or if you mean the microphone's input of the remote machine? Please note, that the Sound Capture feature only allows you to capture sounds that are played on the remote computer and not the microphone input.

In case if you want to capture the remote machine's microphone input, please use the Voice and Video Chat connection mode.

In case if you mean that the playback audio is not captured - please try updating your Viewer to the 6.12 Beta 2 version as well, as the version mismatch between Host and Viewer might lead to performance issues and some features not working.

Please let us know if the issue persists even after the update.

Hello Hilario,

Thank you for the clarification.

Perhaps, the issue simply occurs because of the multi-monitor setup. Am I right in assuming that you use the 6.10.10.0 version of Remote Utilities? If this is the case, then could you please try updating to the most recent 6.12 Beta 2 version and see if the issue persists as it might have already been fixed in this release. The 6.12 Beta 2 version is available for the download on this page.
When updating Remote Utilities, please make sure to update both Viewer and Host/Agent as the version mismatch might lead to performance issues and some features not working.

Please let me know if the issue persists after updating to the 6.12 Beta 2 version.

Hello Hilario,

Thank you for your message.

Could you please clarify if you mean the Advanced hint window? If this is the case, then could you please try pinning the preview window using the Pin button?


This way, you should be able to pin any amount of preview windows for remote Hosts (please note that you have to log on to the remote Host in order to be able to see the preview window) and place them anywhere on your Viewer's desktop as shown on the screenshot above.

Hope that helps.

Hello James,

Thank you for such a detailed response.

I've forwarded the issue to our developers - we will try to reproduce it to see if there's anything we can do to fix the issue.

I'll get back to you soon with an update on this. Sorry for the inconvenience.

Hello Kai,

I'm glad to hear you've figured out the issue!

Please do not hesitate to post another message if you have more questions. We're happy to help!

Hello Kai,

Thank you for your message.

The Icon, however, is hidden on that computer so I can't right-click to go into the settings, I've tried uninstalling and Re-Installing and still not showing back up.

Could you please clarify if you mean that the Host tray icon's menu is hidden? If this is the case, then you might also try invoking the Host Settings from the Windows Start menu, it should be listed as Settings for Host.

In the Host Settings please navigate to the Interface tab and deselect the Hide tray icon menu checkbox:

Is there an exe I can run to bring this up or reg edit to make it appear again?

Yes, if you do not have the access to the Settings for Host item in the Start menu as well, you can completely uninstall the Host following this guide and then re-install it from scratch. Namely, you will need to locate and delete the following registry key: HKEY_LOCAL_MACHINE\SOFTWARE\Usoris\Remote Utilities Host\. This key contains Host settings, so deleting it will reset the settings to default values for the following reinstallation. However, please note that this registry key also contains remote access settings like ID and password (in an encrypted form), so deleting it will also reset these values as well.

'Unable to access the Host using the current security context. Enter valid credentials, please' on this screen I've tried using the built-in RMS security account as that's what I set up however this doesn't work

Could you please double-check if the permissions for this user are set up correctly in the Host settings? In order to do so, please open the Settings for Host... window, navigate to the Authentication tab and select Users and access control. In the opened window see if the same user that is used on the Viewer's side to logon is present in the username list and has all required connection modes allowed:


In case if you have everything set up correctly - could you please clarify what version of Remote Utilities do you use? In case if you use version 6.10.10.0 or older, I recommend that you try updating to the most recent 6.12 Beta 2 version - this release includes a fix for a similar authentication issue in Viewer running on a computer with online Microsoft account which was resulting in a similar error message as you receive. So the issue you're encountering might have already been fixed in the 6.12 Beta 2 version. A full list of release notes is available here. The 6.12 Beta 2 version is available for the download on this page.
When updating Remote Utilities please make sure to update both Viewer and Host/Agent as version mismatch might lead to performance issues and some features not working.

Hope that helps.