Pauline's community posts

Hello Pepa,

Thank you for your message.

This is a known issue as we were able to reproduce it and we will be implementing a fix for the issue in our future updates. However, thank you for your suggestions. I will forward them to our development team to see if we can implement any of them.

Please let me know if you have other questions.

Hello Paul,

Thank you for the kind words!

I'm glad to hear we could be of help! If there's anything else we can assist you with, please don't hesitate to reach out.

Hello Paul,

Thank you for your message.

Please try copying the installation file to your desktop and then install the Viewer from there.
In addition, please try selecting a different location on your computer as an installation folder for the Viewer.

Also, please let me know if this is the first time you're trying to install the Viewer or if it was installed on this machine before?

Besides, please verify if you're able to run Portable Viewer on the same machine? Portable Viewer is available for the download here.

Looking forward to your reply.

Hello Greg,

I'm glad to hear I could be of help!

Please feel free to post another message if you need any further assistance.

Hello Rudy,

Thank you for your message.

I have just tried connecting from a Viewer on Linux Mint 19 Cinnamon to a remote Host, but couldn't reproduce the issue as the Host screen is displayed as normal.
Could you please clarify the following:

1. Do you have a Monitor driver installed on a remote Host machine? If it is installed, we recommend that you uninstall it as the Monitor driver as it is only used for the blank remote screen feature. You can check if it's installed in your Windows device list and in the Host's settings as well. In order to uninstall the driver, open the Settings for Host window and navigate to the Driver tab and click Uninstall.

2. If there is no monitor driver installed on the Host machine, please try enabling the Use legacy capture mode feature. You can enable it in Settings for Host -> Other tab.

3. In addition, please double-check if you have the Blank the Host's screen checkbox selected in Connection properties -> Additional Properties on the Viewer's side.

Please let me know if the issue persists.

Hello Greg,

Thank you for your message.

Could you please clarify if you have considered using the MSI configurator tool in order to help switching your clients from Agent to the Host? This way, you can configure a One-Click package that will allow you to build a self-extracting Host installer with your custom settings. A remote user will only need to run the file in order to install the Host on their computer and switch from using Agent to Host.

Hope that helps.

Hello everyone,

Thank you for your messages. We apologize for the inconvenience caused by the issue.

Currently, the updated test version of the Viewer is in development. The issue is fixed in this version, so you should be able to use the keys. We will notify you once it's available and will provide an installation guide.

I will keep you updated.

Hello Martin,

Thank you for your input on the issue.

Hopefully, it will help some future users who might encounter the issue and we will certainly take notes regarding the OneDrive uninstallation.

Please let us know if you have other questions.

Hello Peter,

Thank you for the clarification. I have checked with my coworkers on this - we will update our localizations in the nearest future. Sorry for the inconvenience.

Please let us know if you have other questions.

Hello,

Thank you for your message.

Could you please clarify if I'm right in assuming that the issue with no password input filed being available occurs on all of the devices you've listed above, i.e. iPhone, iPad, Android phone and Windows PC?
If this is the case, please let me know if you're getting any other errors when trying to connect to a remote Host machine or is it just a greyed-out password input filed? In addition, please let me know if you have your password saved on any of the devices where the issue occurs?

I took the iPad to the remote computer network and now it connects perfectly, asking for keyboard entry etc and connected, so actually my problem is to connect over the internet.

Could you please confirm that the issue does not occur for the devices listed above when connecting to the Host using the direct connection and only occurs using the Internet-ID connection method? If this is the case, please try referring to this troubleshooting guide and see if any of the solutions listed there help to resolve the issue.

Looking forward to your reply.