Pauline's community posts

Hello Wayne,

Thank you for your message.

In case if you encounter any issues, please try updating your Host to the latest version 7.1.2.0 as the version mismatch can lead to performance issues or some features not working properly. You can update your Host via the Simple Update feature.

Hope that helps.

Hello Jim,

Thank you for your message.

Unfortunately, the temporary license key we've provided earlier is not valid anymore and, therefore, it's not possible to update the outdated Hosts remotely.
In this case, please try updating your remote Hosts manually by downloading the installation file for the latest version 7.1.2.0 on this page, running it manually on the target remote machines and following the steps provided by the installation wizard. This way, the remote Hosts will be updated to the latest version and their settings will be automatically carried over to the newer installation.

Hope that helps.

Hello Paolo,

I'm glad to hear we were able to help and it works for you now!

Actually, the Legacy capture mode simply means that the screen capture is processed differently from the default mode deep inside the operating system. On the surface this difference just manifests itself in the simple checkbox which usually helps to resolve most issues with screen capture.

Please feel free to post another message if you have more questions.

Hello Paolo,

Thank you for your message.

Could you please try enabling the Use legacy capture mode in the Host Settings -> Other tab and see if it helps to resolve the issue? After enabling the feature please make sure to restart Host in order for the changes to be applied.
In addition, please make sure that your Host and Viewer are both updated to the latest version 7.1.2.0 and there's no version mismatch which might lead to performance issues or some features not working. In case if something needs to be updated, you can do so via the Simple Update feature or by manually running the installation files you can download on this page.

Hope that helps.

Hello Claudio,

Thank you for your message.

Before we can proceed with further troubleshooting, please try referring to this KB page and see if any of the solutions listed there help to resolve the issue.

In addition, please make sure that your Host and Viewer are both updated to the latest version 7.1.2.0 as the version mismatch might lead to performance issues or some features not working. You can update your Remote Utilities installation via the Simple Update feature.

Hope that helps.

Hello Uwe,

Thank you for your message.

Unfortunately, it's not possible to turn off/skip the printing window yet. However, we already plan to add this option to the Remote Printing mode in our future updates, so that it would be possible to start printing immediately. Unfortunately, there's no specific ETA on this feature yet.

Please let us know if you have other questions.

Hello Andy,

Thank you for your message.

Unfortunately, this is expected behavior caused by some technical specifics of the screen blanking mechanism. Hopefully, we will be able to fix it in our future updates, but we cannot provide any specific ETA on this yet. Sorry for the inconvenience.

Please let us know if you have other questions.

Hello Dave,

Thank you for your patience.

I've checked on this feature with our developers and they've confirmed that we already have it in our wish list, so it will be definitely implemented in our future updates. Unfortunately, we can't provide any specific ETA on this yet.

Please let us know if you have other questions.

Hello Keith,

Thank you for your support and kind words! We appreciate the feedback.

Please feel free to post another message if you have questions or need our assistance. We're always happy to help!

Hello,

Thank you for your feedback.

Unfortunately, moving the notification banner to the notification area is not an option since it might be easily overlooked and not noticed by the remote user whereas the end goal of this notification banner is to make software more obvious and noticeable for the remote user. However, we plan to add an option to choose the corner of the desktop to display the notification banner and also to make it completely invisible on the Viewer's side during the remote session - this way it will be less intrusive for the techs working with Viewer.

Hope that helps.