Pauline's community posts

Hello Max,

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

Why can't the Viewer monitor the status of the upgrade and so it knows when an upgrade is successful and therefore can immediately know the version, or the host does a callback with the version info? I complained about this in the past and thought there was a plan to improve on that in the future...

Of course, there are definitely some improvements planned for the update process, namely, the process of the Host version's number fetching after the update and the upgrade status as well. We have already partially implemented some of them back in April, however, we still have this improvement in our roadmap and will do our best to implement it as soon as possible. Sorry for the inconvenience.
Could you please also confirm if the Hosts were successfully updated but the Viewer was showing the wrong version?

But the biggest issue I'm having is not being able to mouse click anything and then when I reconnect, only getting a black screen.

Could you please let me know if you have the Use legacy capture mode feature enabled in the Settings for Host -> Other tab? If not, could you please try enabling it and see if it helps to resolve the black screen issue?
In addition, please also double-check if you have the Monitor driver installed on the Host's side. If it's installed, please try uninstalling the driver as it's only needed for the blank screen feature. You can check if the Monitor driver is installed in the Settings for Host -> Driver tab.
Here's also a related KB article that might be helpful.

It's regularly MUCH, MUCH higher with RUT than any other remote access program.

Please try referring to this KB article regarding the troubleshooting of the slow remote connection speed. If you have already tried the solutions listed there but none of them helped to resolve the issue, then you might send us the Host log files for the examination. The Host logs can be found in the C:\Program Files (x86)\Remote Utilities - Host\Logs\ folder. In addition, you might send us the Viewer log file as well, it might help to diagnose if there are any connection problems on the Viewer side.
Please send the log files to support@remoteutilities.com and do not post them on the forum.

Looking forward to your reply.

Hello Derek,

Thank you for the clarification.

Could you please confirm if I'm right in assuming that you're setting the FPS value in the Color and CPU window that you invoke on the toolbar in the Full Control window?


If this is the case, please try setting the FPS value in the Connection properties window that is invoked in the main Viewer window (i.e. from the address book). The FPS value is greyed out if the CPU usage is set to any other value than FPS. Please try setting the CPU usage value as FPS and then changing the FPS value itself. In this case, the FPS value is saved for this remote Host.


Please let me know if this worked.

Hello Nijel,

Thank you for your input on the issue.

Hopefully, it will be helpful for future users who might encounter the issue with the AdwCleaner.

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

Hello Derek,

Thank you for your message.

Unfortunately, we could not reproduce the issue. Could you please clarify if you have the FPS value set to 1 in the Connection properties for a specific remote Host machine or in the Default connection properties?
In addition, please let me know what version of Remote Utilities do you use?

Looking forward to your reply.

Hello Max,

Thank you for your feedback.

It would be better if the viewer could update hosts to 6.12 instead of 6.10.10. You're going to get less beta testing if you need to manually update it out of band on the host directly instead of remotely.

Actually, it is possible to update Hosts remotely via Viewer. In order to do this, please consider using the Advanced update method via the Remote Install Tool as described in this tutorial. You only need to download the latest Host .msi package, i.e. in this case, the 6.12.1.0 (Beta 1) version and then sel ect it within the Remote Install Tool window:

when I click into a Viewer session, the initial mouse click is several inches to the left of where I click, and its super frustrating when you go to click into a window and your click takes effect somewhere else on the screen, taking the main window out of focus.

Could you please let me know what options are selected for the cursor in the Connection properties -> the Cursor tab?

I just did a host upgrade over RDP from 6.10.10 to 6.12.1. It was in the process of installing, I walked away and when I came back, the final screen saying the installation was finished was 90% off the screen and needed to be dragged back to the center of the screen.

Could you please also let me know if it's possible to check if the issue re-occurs when updating another remote Host via RDP or Remote Install Tool as described above? I've just tried updating Host both ways and, unfortunately, couldn't reproduce the issue - the installation window did not move fr om its initial place.

Looking forward to your reply.

Hello Russ,

Thank you for the clarification.

Could you please let us know if you have the Auto or Windows Security selected as an authorization method in the Connection properties -> Authorization tab?


If it's set to Windows Security could you please also try setting the authorization method to Auto and see if it works this way?

In addition, please let us know if you use Remote Utilities in English or if you use it in any other language?

Looking forward to your reply.

Hello,

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

Please let us know if you have more questions.

Hello Glen,

Thank you for your suggestion.

I'll forward it to our development department to see if this can be implemented in our future updates.

However, please note that it's already possible to see currently active connections if you use RU Server: the Active tab of the Admin Console window displays all Viewers and Hosts that are currently using this server for a remote session. For more information please refer to this page.

Please let us know if you have other questions.

Hello Stephanus,

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

Please feel free to contact us if you have more questions.

Hello Stephanus,

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 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 in the system tray and select Restart Host or simply restart the Host PC.

In addition, please try changing the Display orientation value on the remote Host machine. This setting can be found in the Display settings menu:


Please let us know if this worked for you.