Pauline's community posts

Hello Michael,

Thank you for your message.

Could you please clarify if the issue occurs when you click the Sign in button in your Viewer window or when you click the OK button in the "Sign in" prompt window?

Looking forward to your reply.

Hello Robert,

Thank you for the clarification.

In this case, please try adding the Host installation folder C:\Program Files (x86)\Remote Utilities - Host\ to BitDefender's exception list as described here. In case if BitDefender is causing the issue by blocking Remote Utilities, please also submit a False Positive here.

In addition, please also double-check if it's the ISP who might be mistakenly blocking Hosts from accessing our servers. To check this, please try switching one of the Hosts that you can't connect to, to another network (even mobile internet will do) and see if you can connect to it this way.

Last but not least, perhaps one of the solutions listed in this troubleshooting guide might help.

Please let us know if the issue persists.

Hello Robert,

Thank you for your message.

Could you please confirm that you can't connect to any Host machine located in this specific office? Are all of these Host computers connected to the Internet via the same ISP?

Looking forward to your reply.

Hello,

Thank you for your message.

Solved it by uninstalling various .NET framework updates (KB5012117, KB5010472) and preventing them to be reinstalled by using the "wushowhide.diagcab" tool from Microsoft.

Thank you for your contribution and input. I'm sure this might help other users who might experience similar issues.

Please let us know if you have more questions.

Hello Edgaras,

Thank you for your message.

Please make sure that your remote Hosts are also updated to the latest version 7.1.2.0 as well since it will not be possible to connect to Hosts of version 6 using Viewer registered with a free license key or running in a trial mode. For more information on this please see this page.
In order to update your remote Hosts, please download the installation file for the latest version of Host on this page, run it on the remote Host machine and follow the steps provided by the wizard.

Hope that helps.

Hello everyone,

Thank you for your updates on the issue.

I've forwarded the Windows Event log information to our developers - hopefully this might help to speed up the issue resolution.

I'll keep you all updated on the issue.

Hello Matthew and John,

Meanwhile, it seems like we finally were able to reproduce the issue. We will continue testing it out in order to implement a fix in our future updates.

I'll let you know if there are any updates on this issue.

Hello Matthew and John,

Could you please check and let us know what was the last Windows update installed right before the issue started occurring, i.e. its specific name? You can check this in the Windows Update Center - we will try once again to reproduce the issue in our environment, even though we haven't received other reports on any similar issues.
In addition, could you please try uninstalling one of the Hosts in question completely as described here, including deleting the HKEY_LOCAL_MACHINE\SOFTWARE\Usoris\Remote Utilities Host\ registry key and the C:\Program Files (x86)\Remote Utilities - Host\ folder and then re-installing Host from scratch to see if this helps to resolve the issue? Please let us know if this works.

Looking forward to your reply.

Hello everyone,

Thank you for your messages.

Yes, David is absolutely correct, it's possible to lock the remote machine's keyboard and mouse input via the Connection Properties menu. Unfortunately, there's no faster one-click solution for this yet. However, you can also invoke the Connection Properties menu within the Full Control session window via the Ctrl+F12 keyboard shortcut. You can also change the default hotkey combination in the Viewer's Option -> Hotkeys tab.

Hope that helps.

Hello,

I'm glad to hear you've figured out the issue and it works for you now!

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