Pauline's community posts

Hello Les,

Thank you for your message.

The issue might be caused by a slow internet connection, as the overall connection speed and performance are only as good as the slowest network segment between Viewer and Host. I have just tried connecting from mobile Viewer on the iOS device to the Host machine with the Color Depth settings set to different values - every value works perfectly fine on a good internet connection.

Could you please let me know if you use the Internet-ID connection method or Direct connection?
If you already use Direct connection, please try enabling the Use legacy capture mode feature and see if it helps to resolve the issue. To enable the feature please do the following:
1. Right-click the Host icon in the system tray and select Settings for Host.
2. Navigate to the Other tab and enable the Use legacy capture mode checkbox.
3. Right-click on the Host icon and select Restart Host or simply restart the Host PC.

Looking forward to your reply.

Hello Naveen,

Thank you for your question.

It is possible to hide the Host menu in the system tray (i.e. do not display the Host menu when right-clicking the Host icon in the system tray), by selecting the Hide tray icon menu checkbox in Settings for Host -> Interface tab. However, please note that this does not prevent you from opening the Host's settings or from being able to stop the Host from the Windows start menu or search (just start typing Settings for Hhost in the windows search bar). We do not go against Windows security architecture by preventing full admins from doing whatever they want on the machine.

Silent installation is also possible by using the custom Host installation file built via the MSI Configurator (the One-click package option) or via using the /silentuninstall command line parameter (for more information please see this page). However, please note that full silent installation is only available for PRO and SITE license types, otherwise, there will be the First connection warning window shown (if the Internet-ID is generated upon the installation).

Hope that helps.

Hello Kory,

Thank you for your message.

Please try enabling the Use legacy capture mode feature and see if it helps to resolve the issue.
To enable the Use legacy capture mode feature:
1. Right-click on the Host icon in the system tray and select Settings for Host.
2. Navigate to the Other tab.
3. Select the Use legacy capture mode checkbox.

Also, please try installing the Monitor driver on the remote Host machine where the issue occurs. You can install the Monitor driver in the Host settings:
1. Open the Settings for Host window and navigate to the Driver tab.
2. Click the Install button to install the Monitor driver.

In addition, here's a related troubleshooting guide that might be helpful.

Please let me know if the issue persists.

Hello,

I'm glad to hear we were able to help!

Please do not hesitate to reach out if you have any other questions.

Hello,

Thank you for the provided details.

We will try to reproduce the issue as described to see if there's anything we could do to fix it.

I'll keep you updated.

Hello Bill,

Thank you for your message.

Could you please check if there's a Monitor driver installed on the remote Host machine where the issue occurs? If installed, the driver can be seen in your Windows device list and can be identified as PnP-Monitor Lock (Standard):


If the Monitor driver is already installed, please try uninstalling it or if it's not installed yet - please try installing the driver. This could be easily done in the Host settings:
1. Right-click on the Host icon in the system tray and select Settings for Host.
2. Navigate to the Driver tab.
3. Try installing/uninstalling the Monitor driver depending on its current state by clicking the respective Install or Uninstall buttons.

In addition, please double-check if the graphics card driver on the remote Host machine is updated to the most recent version.

Please let me know if the issue persists.

Hello John,

Thank you for your message.

Could you please elaborate a bit more on the error message you have received? Perhaps, the issue was caused by the Viewer configuration file being somehow corrupted by some antivirus or firewall software.

Please, try the following:
1. Fully exit the Viewer File -> Exit.
2. Locate the file config_4.xml in the C:\Users\[Your_username]\AppData\Roaming\Remote Utilities Files\ folder.
Please note that the AppData folder might be hidden by default in which case you need to enable Hidden files and folders in Windows Explorer settings.
3. Remove the config_4.xml file fr om that folder. This will reset the Viewer settings. Your address books won't be affected by this action. However, in case if your address book connection records were also affected by the issue, please try checking this location wh ere the address book backup files are stored: C:\Users\user_name\AppData\Roaming\Remote Utilities Files\backups\
Please note that the automatic address book daily backup is enabled by default and includes the general (default) address book as well as any custom address book that was loaded in the Viewer.
4. Run the Viewer. Please note that you will need to register the Viewer with your license key again. If the license key was lost, you can restore it using this Lost Key recovering form.

Please let me know if this worked for you.

Hello,

Thank you for your message.

Could you please let me know if you're able to establish a connection using the IPv4 address to the Host when the Use IPv6 checkbox is disabled?
In addition, please clarify if you have selected the Use IPv6 checkbox in the Host Settings -> Network -> Port tab only or if the checkbox is also ticked in the following location:
Right-click on the connection in the main Viewer window and select Connection Properties, navigate to the Network tab:

If this checkbox is not selected, please try to enable it and see if the issue persists.

Looking forward to your reply.

Hello,

Thank you for the clarification.

We were able to reproduce the issue this time. I will forward it to our development department to see if we can do anything to fix it in our future updates.

Please let us know if you have other questions.

Hello,

Thank you for your message.

Unfortunately, we couldn't reproduce the issue - the wallpaper reappeared on the Agent's screen right after the connection was over.
Could you please clarify if you have the Monitor driver installed on the remote machine where Agent is used?
If it is installed, we recommend that you uninstall it as the Monitor driver is only used for the blank remote screen feature. You can check if it's installed in your Windows device list and in the Agent's settings as well. In order to uninstall the driver, open the Advanced settings window, navigate to the Driver tab and click Uninstall.

If there was no Monitor driver installed on the Agent computer, could you please let us know what exact options were chosen for your custom Agent on each step of the configuration process?

Looking forward to your reply.