Could you please let us know what version of Remote Utilities do you use? Please make sure that you update Viewer and Host to the most recent version - as of this writing, it's 22.214.171.124 or 6.12 Beta 1 version.
In addition, before we proceed to further troubleshooting, please try referring to this KB troubleshooting guide and see if any of the solutions listed there help to resolve the issue. Namely, we recommend that you check if the required outbound ports are opened and not blocked by your firewall/not used by another software. For more information on the required ports please refer to this Documentation page.
Could you please clarify what version of Remote Utilities do you use? If you use version 126.96.36.199, please try updating Remote Utilities to the latest 6.12 Beta 1 version as we have already implemented a fix for this behavior in the beta version. The 6.12 Beta 1 version of Remote Utilities is available for the download here. When updating Remote Utilities please also make sure to update both Viewer and Host/Agent as the version mismatch might lead to performance issues and some features not working.
The reason I made this post would be to help your development team fix the issue. I am willing to give you any debug info I can gather if needed. Let me know if they need more information to reproduce this issue. Thanks
Thank you for the input! We'll get back to you in case if we need more information.
Please feel free to post another message if you have more questions.
Could you please try enabling the Use legacy capture mode feature? In order to enable it, please right-click on the Host icon in the system tray and select Settings for Host, then navigate to the Other tab and enable the Use legacy capture mode checkbox. In addition, please try referring to this troubleshooting KB article and see if any of the solutions listed there helps to resolve the issue.
However, using legacy capture mode does bring the screen back. I'm assuming this is not a plan for the long term (being legacy), so I would be interested into having this issue fixed.
Could you please confirm that enabling the Legacy capture mode did resolve the issue? As for the legacy mode - the difference between the default capture and legacy modes has to do with how the screen capture is processed deep inside the operating system. However, I'll forward your question to our development department and ask for their input on this.
Could you please clarify if I'm right in assuming that you use the RDP/RDP-over-ID connection mode? If this is the case, then could you please try enabling the Capture alpha-blending windows feature in the Connection properties window -> Additional properties tab and see if this helps to resolve the issue? If the issue persists, then, perhaps, it's caused by the group policy settings. In order to resolve this, please try enabling the following group policy option on the remote Host machine that might allow you to remotely interact with UAC prompts:
Computer Configuration\Policies\Windows Settings\Security Settings\Local Policies\Security Options\User Account Control: Allow UIAccess applications to prompt for elevation without using the secure desktop
However, please note that the RDP connection mode only allows you to launch the native Microsoft Remote Desktop Connection client from within Remote Utilities and connect to a remote computer using the RDP protocol.
Could you please let us know if there are some apps installed on the Huawei mediapad T5 that might have some control over the network? In addition, could you please provide us the full mobile Viewer logs from the Huawei tablet for examination? You can locate it in the Viewer app -> Settings -> Error log and send it to us to [email protected]. Also please let us know if you have already tried reinstalling the app on the Huawei tablet.
Of course, please feel free to update us if there are more details on the issue. In addition, please try updating Remote Utilities to the 6.12 Beta 1 version and see if this helps to resolve the issue. The 6.12 Beta 1 version is available for the download here. 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.