Pauline's community posts

Hello Kevin,

Thank you for your message.

Please note that the Legacy capture mode only changes the mechanism of the screen capture and is not supposed to change the screen resolution. You can try setting your View Mode for this Host to Stretch mode and see if this helps to fix the screen issue. In addition, please also make sure that your graphics card drivers are updated to the latest version as well.

As for the issue discussed in this thread - this issue had occurred in one of the previous updates for version 7 and we have managed to fix it in almost all cases, so now it something that occurs rather rare. Hopefully, we will be able to completely eliminate this issue in our upcoming updates, but the using Legacy capture mode is the current workaround that usually always helps to resolve this issue.

Hope that helps.

Hello Tony,

I'm glad to hear I was able to help!

Please feel free to let us know if you have more questions or if you need our assistance.

Thank you.

Hello Anthony,

Thank you for the clarification.

The issue can be occurring if some Viewer file were somehow damaged/corrupted. Could you please try fully uninstalling Viewer as described here and then re-install it from scratch? Before uninstalling Viewer please make sure to backup your address book, so that later you can restore it from the backup file. You will also need to register Viewer with your license key once again.
In addition, please make sure that you've added Viewer installation folder to the exception list of any antivirus software that is installed on the machine (even if it's Windows Defender).

Let us know if the issue persists.

Hello Tony,

Thank you for your message.

Unfortunately, this feature is yet to be implemented. However, as a temporary workaround you can try using the Ask User Permission feature instead - this way the one user that has already connected to the remote Host is able to reject all other incoming connections.
Please note that you can enable the feature remotely via Remote Settings.

Please let us know if you have more questions.

Hello David,

Thank you for your message.

Is there any way to remove that banner?
It seems to be a bug, because I configured 5 computers with windows 10 and 1 computer with windows 7.

It looks like you mean the First Connection Warning notification rather than the notification banner discussed in this thread. Please note that this notification is only shown if specific conditions are met for Host and in order for the First Connection Warning message to disappear the remote user must click the OK button in the message. Alternatively, someone can also connect to that Host from a Viewer registered with a PRO or SITE license - this will close the notification as well. Please note that computer reboot is required after the connection.
If you can't close the notification even when physically clicking the OK button on the Windows 7 machine, pleas try fully uninstalling Host once again as described here and then re-installing it using a vanilla installation file downloaded from our website.

If it is possible with a paid version, it would be acceptable for me, although it would be a license-wise overkill,
because I'm a private user with 6 computers inside my family circle.
But I have to admit, that your price policy is really fair, so I would buy.

Please note that it's possible depending on the banner, i.e. if you mean the persistent notification mentioned in this thread, then it's not shown if you are connecting from a Viewer registered with a commercial license (any commercial license and not only PRO/SITE like in case with the First Connection Warning window). You can double-check that this banner actually looks different, features different text and actually doesn't have the "Okay" button to click. Here's how the persistent notification banner also looks just in case:


Hope that helps.

Hello Peter,

Unfortunately, there’s nothing that can be done to adjust resolution from within Remote Utilities. Hopefully, D L will be able to come back to this thread and elaborate a bit more on their advice.

Please let us know if you have more questions.

Hello Peter,

Usually in cases with headless Host machines we recommend to enable Legacy capture mode since it helps to resolve any display-related issues. However, if there are any resolution-related restrictions from your graphics card, then, of course, the best way to resolve it would be on the graphics card side itself. Sorry for the inconvenience.

Let us know if you have more questions.

Hello Peter,

Will that adjustment you plan to add allow me to change the resolution of a machine with no monitor that Windows has stupidly decided should be at a crippling 640*480?

Unfortunately, I’m not involved with the development process, so I’m not sure how exactly the feature will be functioning until it’s implemented. Hopefully, it will be possible, but it’s still worth it to take into consideration the graphics card limitations. Sorry if this makes our software less useful for you.
Perhaps we will be able to add some sort of scaling for smaller monitor resolutions just like we did for the 4k monitors.

Hope that helps.

Hello Peter,

Thank you for your message.

Unfortunately, Remote Utilities has nothing to do with resolution support, as this is the ability of your monitor and graphics card and Remote Utilities only streams the captured image from the remote Host's screen. We do plan to implement a feature that will allow adjusting the remote screen resolution from within the Viewer in our future updates. However, there's no specific ETA on this feature yet. Sorry for the inconvenience.

Hope that helps.

Hello Douglas,

I'm glad to hear it worked for you!

Legacy capture mode is recommended to use whenever there are some displaying issues since most of the time enabling it helps to fix them (for example, for headless Host machines). Unfortunately, it's hard to say what exactly had caused the issue - we've had this issue in some updates for version 7, however, for most users it have been already fixed in the subsequent updates.

Let us know if you have more questions.