Pauline's community posts

Hello Ricardo,

Thank you for your patience.

Any update on this?...

Yes, we have managed to reproduce the issue. I forwarded it to our developers and asked for their input.

Is there a way to lock the host input (mouse/keyboard) without blanking the screen??

Of course. To lock the Host's input, open the Connection properties menu and navigate to the tab Additional properties. Tick the Lock host's mouse and keyboard checkbox:

You can also lock the Host's input while the connection to the remote machine is active. Select Connection properties icon on the toolbar and navigate to the Advanced tab. Select the required checkbox:


I'll get back to you soon with more information regarding the UAC issue.

Hello,

Thank you for the provided log file.

We have examined your log file and it seems like there's something in your network blocking the connection to our servers. You might have certain outbound ports blocked on the corporate firewall level. You need to make sure they are opened and that our ID server is accessible. Here's a related Documentation article that might be helpful: https://www.remoteutilities.com/support/docs/ports-used-by-remote-utilities/#public

Please contact your network administrator regarding the issue.

Hope that helps.

Hello,

Thank you for your message.

It looks like our ID server might be blocked/not while-listed in your corporate network. Could you please send us the Host logs for examination? Here is how to locate the Host logs: https://www.remoteutilities.com/support/docs/host-log/
You can send them to support@remote-utilities.com.

Looking forward to your reply.

Hello Erica,

Thank you so much for your kind words!

Please do not hesitate to post another message if you have any questions or need assistance.

Hello Ginger,

Thank you for your message.

Could you please clarify if I'm right in assuming that you're connecting to the remote Host PC from the Viewer on your computer?
Also, please clarify what email client is used when the issue occurs?

It says Unable to connect - and it tries 5 times.

Could you please also clarify what type of connection is used to establish a connection to the remote machine - a direct connection or an Internet-ID connection?
When the connection type is determined, please try referring to this troubleshooting guides:
1. This one if the direct connection is used.
2. This one if the Internet-ID connection is used.
If you have tried all the solutions listed in the related troubleshooting guide, but the issue still persists, please let me know, so we can continue to further troubleshoot the issue.

Looking forward to your reply.

Hello Ricardo,

Thank you for the information.

We will test it out and try to reproduce the issue.

I'll get back to you soon.

Hello Martin,

Thank you for the clarification.

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

Hello Ricardo,

Thank you for the clarification.

Please try enabling the use legacy capture mode feature. To enable it, open the Settings for Host menu, navigate to the Other tab and tick the use legacy capture mode checkbox:

Restart the Host or the Host PC.

Let me know if the issue persists.

Hello Ricardo,

Thank you for your message.

Could you please clarify if there's a direct connection or an Internet-ID connection type is used when establishing a connection from the Viewer to the remote Host machine?

Looking forward to your reply.

Hello Martin,

Thank you for your message.

Yes, it is possible to connect to the same Host machine from multiple Viewers simultaneously. There shouldn't be any issues caused by connecting from two Viewers at once.
Regarding the license - you can get two Free licenses, using our Free License Key Generator or get any other license for 2 techs, depending on how many endpoints you need for each tech. For more information on licenses comparison please refer to this page: https://www.remoteutilities.com/buy/licensing.php#compare_licenses

Hope that helps.