Pauline's community posts

Hello Peter and Gaz,

Thank you for your patience.

I have checked with our developers on the issue. The issue is caused by some minor connectivity issues and occurs when a brief disconnection occurs and, sometimes, the reconnection mechanism does not work as expected.

However, as Peter mentioned, the issue is less severe in the latest 6.12 Beta 2 version. In addition, we're going to further improve the reconnection mechanism in our subsequent updates, perhaps even completely change it.

Gaz, considering the information above, could you please try updating your Host and Viewer to the latest 6.12 Beta 2 version and see if it makes any difference? The 6.12 Beta 2 version is available for the download on this page.

Please let us know if you have more questions.

Hello Andreas,

Thank you for your message.

Could you please try enabling the Use legacy capture mode checkbox in the Host settings -> Other tab and see if it helps to resolve the issue?

Please make sure to restart the Host after enabling the checkbox.

In addition, here's a troubleshooting KB article that might also provide a useful solution.

Please let me know if the issue persists.

Hello Peter and Gaz,

Thank you for the provided details.

Unfortunately, we couldn't reproduce the issue. Could you please try reproducing it one more time and then send us both the Host and Viewer logs for examination along with a note on what exact time the issue occurred? Also, if you could provide us a short video or a gif where the issue could be seen, it would be very helpful as well.

Here's how to obtain the Host log and the Viewer log. You can send the log files to support@remoteutilities.com.

Looking forward to your reply.

Hello Tom,

This is to inform you that we have managed to fix the issue and the MSI Configurator works as expected.

Please let us know if you have more questions. We're happy to assist!

Hello Tom,

Thank you for reporting this. We have managed to reproduce the issue and will try to implement a fix for it as soon as possible. Sorry for the inconvenience.

I have also replied to the ticket you've created. Please note that according to our Support Policy tickets have priority over community forum posts: https://www.remoteutilities.com/about/support-policy.php

I'll keep you updated on the issue.

Hello Gaz,

Thank you for your message.

Please note that I replied to your message in another thread you've created to avoid duplication.

Thank you.

Hello Gaz,

Thank you for your message.

Unfortunately, we couldn't reproduce the issue. Could you please clarify what version of Remote Utilities do you use?

In addition, could you please clarify if the connection is just frozen, i.e. it seems like you're connected but nothing moves, or if the connection is interrupted? In addition, please let me know if pausing/unpausing the remote session from the Toolbar makes any difference?

Looking forward to your reply.

Hello Gaz,

Thank you for your message.

The timeout for the Ask user permission feature can be set in the Host Settings -> Confirmation tab. Enable the Ask user permission checkbox and specify the timeout value.

Hope that helps.

Hello Frank,

Thank you for your message.

Unfortunately, there's no Chromebook support as of now. However, some of the Chrome OS devices support Android apps, so it's possible to use the Viewer for Android. For more information on how to install Android apps on your Chromebook please see this page.

Hope that helps.

Hello Brad,

Thank you for your message.

The Viewer is built for the 64-bit systems since it's also possible for the 64-bit systems to run applications built for the 32-bit systems. However, we might release a separate Viewer built for 32-bit based systems in the future.

As for the ARM architecture - it is already supported in the mobile version of Remote Utilities. We might additionally release a build for Windows on ARM sometime later. Unfortunately, there's no specific ETA on this yet. Sorry for the inconvenience.

Please let us know if you have more questions.