Pauline's community posts

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.

Hello Erica,

Thank you for your kind words!

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

Hello Martin,

Thank you for your message.

Unfortunately, there's no such setting. The auto-reconnect feature is triggered automatically when a brief network disruption occurs. Please check your Internet/network connection to eliminate the cause of the issue. It also might be caused by some security policy or software.

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

Hello Jared,

Thank you for your suggestion.

I'm glad to hear that you have figured out the issue. I'll forward your suggestion to our team and we will see if it's possible to implement such an option.

Please let me know if you have more questions.

Hello Erica,

Thank you for your patience.

I checked with our developers on the issue. Unfortunately, there's no other workaround for the issue right now, except for the using the legacy capture mode. However, the fix will be implemented in one of our future updates, perhaps in version 7.

Please let me know if you have more questions.

Hello,

Thank you for your message.

Could you please clarify if you want to connect from your laptop at home to your PC at the office using the Direct connection?
In order to connect to the remote Host machine using the Direct connection, the Viewer and Host must be on the same LAN or VPN. Here's a relatable article on establishing a connection over LAN: https://www.remoteutilities.com/support/docs/connecting-over-lan/

You can also establish a direct connection over the Internet, but in order to directly access a Host which is located behind a router over the Internet, you must create a port forwarding rule in the router settings on the Host side.

However, you can connect to the remote Host located behind a router easier, by using an Internet-ID connection. Here's a guide on establishing the Internet-ID connection: https://www.remoteutilities.com/support/docs/connecting-over-the-internet/

Let me know if you have more questions.

Hello Erica,

Thank you.

I got the screenshot, I'll forward the issue to our developers and ask for their input.
In the meantime, please double check that the ASUS Transformer Tablet has the latest video card drivers installed.

I'll keep you updated on the issue.

Hello Erica,

Thank you for the details.

Could you please also send us a screenshot of the rotated Host? I'd like to forward the screenshot and the rest of the information regarding the issue to our developers to see if there's anything can be done to fix it. You can send it to support@remoteutilities.com.

Looking forward to your reply.