Pauline's community posts

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.

Hello Douglas,

Yes, you can definitely update the Host Settings remotely via the Remote Settings feature. When using this feature, Host is automatically restarted when you submit the changes, so please allow a couple of minutes for Host to restart before trying to connect.

Let us know if you have more questions.

Hello Douglas,

Thank you for your message.

Could you please try enabling the Use legacy capture mode checkbox in the Host Settings -> Other tab and see if this helps. Please make sure to restart Host after enabling the feature in order for the changes to be applied.

Hope that helps.

Hello Anthony,

Thank you for your message.

Unfortunately, these are known issues and currently we can't provide an efficient workaround for them. The only thing that can be done here is to maximize the session window to take up the whole desktop.
However, we plan to implement some features for multi-monitor setups in our future updates, so hopefully we'll be able to fix this behavior as well. Sorry for the inconvenience.

Let us know if you have other questions.

Hello,

Of course, we always add new features in our updates, so we try to keep our Documentation and KB up to date as well. You can also see this blog post that provides more in-depth description of new features that have been added starting version 7 and you can find the full list of new features in our Release Notes.

Hope that helps.

Hello,

Thank you for your message.

Before we proceed with further troubleshooting, please try suggestions from this KB page and see if any of them help.

Please let us know if the issue persists or if you have more questions.

Hello,

Thank you for your message.

Before we can continue with further troubleshooting, please make sure that you've updated all your remote Hosts to the latest version 7.1.7.0 since outdated Host version can easily be the factor that's causing the issue.
Please note that if you can't update your Host remotely for some reason, you can always update it manually as well. In order to do so, simply download Host installer from our Download page and run it on the Host machine - this will automatically update Host and preserve its existing settings.

Let us know if the issue persists even after your remote Hosts are updated to the latest version.

Hello Carlos,

Thank you for your message.

You can try checking if an installation log file was created for Host and send it to us to support@remoteutilities.com. You can locate the installation logs here: C:\ProgramData\Remote Utilities\install.log.
In addition, please let us know if there's any antivirus software installed on the machine where the issue occurs.

You can also try fully uninstalling Host first following this full uninstallation guide, then restart the Host PC and try installing Host once again.

Let us know if this works for you.

Hello Victor,

Thank you for your message.

I'm glad to hear that you've figured out the issue and it works for you now! Please feel free to let us know if you have more questions.

Thank you.