Pauline's community posts

Hello Thomas,

Thank you for your message.

You can simply generate a new free license key for your other email address. The previous license key will be blacklisted.

Please let us know if you have more questions.

Hello Pepa,

Thank you for the provided screenshots.

I'll forward the issue to our development department and ask for their input on this.

I'll get back to you with their reply soon.

Hello Pepa,

Thank you for your message.

Unfortunately, we couldn't reproduce the issue. Could you please provide us screenshots of the remote screen so the issue could be seen? Namely, the best screenshot would be the one captured in the Full Control window when connected to a remote Host, version 6.12 Beta 2 with an opened Properties window (it can be opened from Toolbar in the Full Control window), Color and CPU tab (for example please see the screenshot):


You can attach the screenshot here or send it to support@remoteutilities.com.

Looking forward to your reply.

Hello John,

Thank you for the update on this.

Unfortunately, there's no other way to map your remote monitors to the local ones via Remote Utilities. However, there might be some third-party software that might help with managing multiple monitors.

As for the feature that will allow doing that within Remote Utilities - we will certainly add it in our future updates but, unfortunately, we cannot provide any specific ETA on it yet. Perhaps, it might be implemented sometime next year. Sorry for the inconvenience.

Please let us know if you have more questions.

Hello Hilario,

Thank you for your message.

Unfortunately, Remote Utilities has nothing to do with resolution support, as this is the ability of your monitor and graphics card. Remote Utilities only streams the captured image from the remote screen.

Please note, that in the Viewer interface you can set only scaling, i.e. stretch or shrink the remote screen's image to fit your Viewer monitor (scaling can be specified on the Toolbar or in the connection properties -> Mode tab).
In order to change the screen resolution itself you need to do that on the remote desktop, i.e. by accessing the Windows Display settings menu.

However, we will implement a feature that will allow changing the remote screen resolution from within the Viewer in our future updates as we already have it in our wish-list.

Let us know if you have more questions.

Hello Knut,

Please note that we have just released a newer beta version of Remote Utilities - 6.12 Beta 2 with an implemented MSI Configurator tool that allows you to create a custom Agent package. Here's a list of release notes: https://www.remoteutilities.com/product/release-notes.php

Before we proceed to further troubleshooting I recommend that you install the latest beta as an issue with similar behavior was already fixed in the previous beta version. If the problem persists even with the latest beta, we'll see further what it might be.

However, you might also try using a vanilla Agent and Portable Viewer to check if the issue still persists or not before updating your current installations.

Version 6.12 Beta 2 of Remote Utilities is available for the download on this page. Please, make sure that you upgrade both parts - i.e. Viewer and Host - to avoid version mismatch that might also lead to performance issues and some features not working.

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

Hello Knut,

Thank you for the details.

Could you please try connecting to the remote Host machine using the Full Control and View connection mode and see if the issue persists? Also, if possible, please try connecting to the remote Hosts from another Viewer (preferably on another machine, or you can use the Portable Viewer) and check if the same issue occurs.

Additionally, please send us the log files from both remote Hosts for examination. The Host logs are located in the following folder: Connection logs — C:\Program Files (x86)\Remote Utilities - Host\Logs\
You can send the log files to support@remoteutilities.com.

Looking forward to your reply.

Hello Gábor,

This is to inform you that we have released the 6.12 Beta 2 version with an implemented fix for this issue. Version 6.12 Beta 2 of Remote Utilities is available for the download on this page.

When updating Remote Utilities, please make sure to update both Viewer and Host/Agent to avoid the version mismatch that might lead to performance issues or some features not working.

Let us know if you have more questions.

Hello Bjorn,

We're glad to hear we were able to help!

Please let us know if you have more questions.

Hello Knut,

Thank you for your kind words.

Unfortunately, we could not reproduce the issue - the connection is not interrupted when Thunderbird is running and can be controlled on the remote Host machine just like any other software.

Please let me know if I'm right in assuming that you use RDP or RDP-over-ID connection methods?

Looking forward to your reply.