Pauline's community posts

Hello Walter,

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 to resolve the issue? Please make sure to restart Host after enabling the feature in order for the changes to be applied.
You can also update the Host Settings and enable the Legacy capture mode feature remotely via the Remote Settings feature. When using this feature, Host is automatically restarted when you submit changes, so please allow a couple of minutes for Host to restart before trying to connect.

Hope that helps.

Hello Peter,

It might be that some of the keep-alive settings might be affected by Windows Defender which, in turn, interrupts the connection. Could you please try adding the following Remote Utilities installation folders to the exception lists as described here:
C:\Program Files (x86)\Remote Utilities - Viewer\
C:\Program Files (x86)\Remote Utilities - Host\

After adding the folders to the exception list, please restart Host computer, connect to it once again and see if the issue persists.

Hope that helps.

Hello Danny,

Thank you for your message.

Could  you please clarify if your Windows 8.1 laptop and Windows 10 PC are both located in the same LAN?  Please note that Direct connection can be used when Host is located in the same network as Viewer or if directly visible for Viewer (for example, with a static IP address). Here's a step-by-step guide that helps to set up Direct connection.
In case if your Host is not directly accessible for this Viewer, you can still establish Direct connection by creating a port forwarding rule on the router.
Alternatively, you can simply use Internet-ID connection.

Looking forward to your reply.

Hello Peter,

Thank you for the provided details.

I've examined the log files you sent, but, unfortunately, they don't contain any hints that might help us to identify the issue. Could you please let us know if you have any antivirus software installed on your Host machines?

Looking forward to your reply.

Hello Christer,

I'm glad to hear we were able to help!

Please feel free to let us know if you have more questions.

Hello Dennis,

Thank you for your message.

Please note that this notification banner is persistent and cannot be hidden or disabled. However, the banner is only displayed when you connect to a remote Host using Viewer registered with a free license key or in trial mode and use Internet-ID connection.
Currently the message can only be removed when connecting to a remote Host via Direct connection or fr om a Viewer registered with any commercial license (including Starter, Mini, Endpoint and Pro licenses). This means, that you can also purchase any license (please note that it’s a one time purchase and not a subscription) if you need to remove the notification banner.
However, we plan to implement an improvement that will allow users to hide this notification banner on the Viewer's side (i.e. it will still be visible on the Host side, just not in the remote session window). In addition, it will be possible to change the corner wh ere the notification banner is displayed - these features will be available in one of our future updates.

Please let us know if you have other questions.

Hello Christer,

Thank you for your message.

Please note that RDP is a Microsoft-native solution and Remote Utilities have no control over how exactly it functions and the RDP connection mode that you can see in Remote Utilities Viewer simply runs the Microsoft's RDP client, nothing more.
Here's how you can change the RDP resolution and preserve it every time you connect to a remote Host using RDP:
1. Right-click on the connection in the address book and select Properties.
2. Navigate to the RDP tab and click Configure. This will open the native Microsoft RDC client.
3. Click Show Options.
4. Navigate to the Display tab and select the preferred resolution.
5. Get back to the General tab of the RDP window and press Save.
6. Important: Make sure to close the RDC window (do not press "Connect") and click OK in the connection properties window - this will save your connection properties for RDP within Remote Utilities, so that the resolution stays the same every time you use the RDP mode:


Hope that helps.

Hello Kevin,

Thank you for the provided logs.

I've checked the log files, but, unfortunately, couldn't find any error entries that might help to identify the issue. Is there any antivirus software installed on this Host machine?
In addition, please try flushing the DNS cache on the Host machine as described in this guide and see if this helps to resolve the issue.

Looking forward to your reply.

Hello Flavio,

The Alt+F12 hotkey will switch you to the View Only mode - this mode allows you to see the remote screen in real time, but the control of the remote Host machine is delegated to the remote user. When pressing the hotkey for the second time, it switches you back to the Full Control mode and you regain the control over the remote machine.

Let us know if you have more questions.

Hello Tomas,

Thank you for your message.

Unfortunately, for now you can only use similar syntax with Viewer to add a new connection - for example, please see this page. However, I'll forward your suggestion to our developers for a review to see if this can be added in our future updates.

Let us know if you have more questions.