Pauline's community posts

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.

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.