Pauline's community posts

Hello Patrick,

Thank you for your message.

This error message might be occurring if the .NET Framework package is not updated to the latest version on this specific machine or if there might be some Windows components that were somehow corrupted. Could you please try the following solutions and see if any of them helps to resolve the issue:

1. Download and run this Microsoft .NET Framework Repair Tool. This tool helps to automatically detects and fix some Microsoft .NET Framework related issues.

2. Please also try uninstalling your Host completely and cleaning up the remaining traces of the installation as described in this guide.
After uninstalling, please restart your computer and try re-installing Host from scratch.

Please let us know if the issue persists.

Hello Tony,

Thank you for your message and feedback.

I'll forward your suggestion to our development department for a review. However, please note that we already plan to implement an option that will allow hiding the notification banner on the Viewer's side to make it less intrusive, i.e. it will still be displayed on the physical remote screen, but won't be shown in the remote session window.

Please let us know if you have more questions.

Hello Kerry,

I'm glad to hear it helped!

The "Legacy capture mode" means that the screen capture is processed a bit differently deep inside the operating system, since Windows 8, 8.1 and Windows 10 might sometimes require certain modifications to this mechanism. So, for our users we've added this simple checkbox that usually helps to resolve most screen capture related issues.

Please let us know if you have more questions.

Hello,

Thank you for your message.

Unfortunately, there are no updates regarding the ETA on Viewer for Mac/Linux release yet, since our current top priority is releasing Host/Agent for Mac/Linux as soon as we can. We're very sorry to keep everyone waiting for so long.
Hopefully, we will be able to release an updated version of the mobile Viewer shortly after Host/Agent for Mac/Linux.
Sorry if this makes our software less useful for you.

Please let us know if you have more questions.

Hello Kerry,

Thank you for your message.

Please try enabling the Use legacy capture mode feature in the Host Settings window -> 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 enable the feature via the Remote Settings feature - in this case Host will be restarted automatically after you submit the changes.

In addition, this KB page provides some additional solutions that might also help to resolve the issue.

Please let us know if the issue persists.

Hello Aaron,

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

In addition, we've updated your support level and it's displayed correctly as MINI now.

Please let us know if you have more questions.

Hello Aaron,

Thank you for your message and thank you for your support!

It seems like both issues might be caused by some Host files being somehow damaged/corrupted. Could you please try completely uninstalling your Host and cleaning up the installation traces as described in this full uninstallation tutorial? After uninstalling please restart you Host machine, re-install Host from scratch and connect to it once again from your Viewer to see if any of the issues still persists.

And my Support Level should be "Mini" I have purchased it. Can provide the key/email address etc.

Thank you for letting us know - we will manually update your support level on our side and will let you know when it's done or if we need any additional information.

Please let us know if the issues still persists after re-installation.

Hello Michial,

Thank you for your message.

Please try referring to this Internet-ID connection troubleshooting guide and see if any of the solutions provided helps to resolve the issue.

In case if none of the solutions provided in the guide helps, please feel free to send us the Host log files from the remote Hosts for examination. You can locate the Host logs in the following folder C:\Program Files (x86)\Remote Utilities - Host\Logs\ and send them to support@remoteutilities.com.

Hope that helps.

Hello,

In this case, please also try enabling the Use legacy capture mode feature in the Host Settings window -> 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 enable the feature via the Remote Settings feature - in this case Host will be restarted automatically after you submit the changes.

Hope that helps.

Hello Patrick,

Of course, in this case please feel free to send the logs whenever it's possible - we will check them for you right away.

Thank you!