Pauline's community posts

Hello David,

Sorry for the late reply.

The screen brightness issue you've encountered might be a side effect of using the monitor driver. Could you please clarify if you have the monitor driver installed on the Host machine? If you're not sure, you can check this 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. If you have the monitor driver installed, then the Uninstall button would be clickable:


Please note, that the monitor driver is only needed for the blank remote screen feature. Therefore, If you do not use the blank remote screen feature, you do not need to install the driver.
You can uninstall it by clicking the Uninstall button. You also avoid the driver installing in the future, if you deselect the Install monitor driver checkbox when installing the Host:


Here's a related KB article about the monitor driver: https://www.remoteutilities.com/support/kb/what-is-a-monitor-driver/

Hope that helps.

Hello Aaron,

Thank you for your message.

Could you please clarify if you have tried the solutions that are listed in this KB article: https://www.remoteutilities.com/support/kb/full-control-and-view-mode-isn-t-working-or-is-unstable/?

In addition, please let me know if it's possible to try connecting to this Host from another Viewer machine, or from the same Viewer to another Host?

Looking forward to your reply.

Hello David,

Thank you for your message.

Could you please clarify if you're getting any error messages when pasting the license key?  For example, Invalid registration key?
Please try referring to this KB troubleshooting guide: https://www.remoteutilities.com/support/kb/invalid-registration-key-when-registering-remote-utilities/

Also, please note, that if you copy the license key from some mail client, like Outlook, the formatting of the key might be somehow corrupted. In this case, please try copying the key from the downloaded txt file that you received to your mailbox.

Please let me know if the issue persists.

Hello James,

Thank you for your patience.

I checked with my coworkers on the issue. Unfortunately, the issue you've encountered is expected behavior. It's required to be this way, otherwise, the blank screen feature would not work for machines running on the latest versions of Windows 10. The issue occurs because the graphics driver is temporarily disabled and the system driver is used by default while the blank screen is enabled.
However, we will try to implement another method for blanking the remote screen, without the driver engagement in our future updates.

I'm sorry if this makes the program less useful for you.

Hello Anthony,

Thank you for your message.

Please try referring to this Internet-ID connection troubleshooting guide and see if it helps to resolve the issue.

Let me know if the issue persists.

Hello James,

Thank you, we received the video.

I will forward the issue along with the video to our developers and ask for their input.

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

Hello James,

Thank you for your message.

Could you please clarify if I'm right in assuming that when you turn the blank screen feature you're not able to see both left and right monitors? Or do you mean that all three monitors are shown compressed to one central monitor?
Could you please send us some screenshot or a short video where the issue could be seen? You can send it to [email protected].

Looking forward to your reply.

Hello Mark,

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

Thank you for your suggestion. I will forward it to our developers for review to see if it can be added to our roadmap.

Please let us know if you have more questions.

Hello Stéphane,

Thank you for the provided details.

I'm glad to hear you've figured out the issue. Unfortunately, we weren't able to reproduce it yet as it seems that the issue only occurs in some certain conditions. However, in the near future, we are planning to improve the server sign-in and synchronization processes anyway.

Please let us know if the issue reoccurs so we could proceed with the further troubleshooting.

Hello,

Thank you for your suggestion.

We will consider this for inclusion to our wishlist and roadmap.

Please do not hesitate to post another message if you have more questions.