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Hello,

Thank you for your post.

Did you deploy the operating system from a single clone image with the Host pre-installed there?

Anyway, we decided to remove the fixed ID system starting the next 6.6 update.

Hello Brian,

I would recommend the following:

1. Check that you have the most recent version of both Viewer and Host. This should be 6.5.0.8 as of this writing. There used to be issues with previous versions and Windows update, as described in this article.

2. If there is antivirus software on the Host computer, make sure you add the Host installation path to its exception list. This is recommended even if you don't have issues with this a/v software so far - you never know when they decide to block or restrict the software next time.  A/V programs don't like remote controls much and often mark such programs as riskware.

Specifically about Symantec - there were couple of issues with them recently and each time we reported to Symantec. The last time they responded that the issue was fixed. But if you still have issues with Host settings erased or reset - and this is a sure sign of either a/v activity or Windows update activity - then let us know.

Thanks.

Hi Daniel,

No problem. Whenever you have time, just contact me again here or in the ticket that I've created, and I'll do my best to help you resolve the issue.

Thanks.

Hello Daniel,

I will now convert this thread to a support ticket and we'll continue there. We may have a remote session and check if your Viewer is at all able to connect to any Hosts (e.g. our hosts here) and try to find the root cause.

I'll provide more details in the ticket. Thanks.

Hello Brian,

Thank you for the post.

This suspiciously looks like antivirus software activity. What antivirus software is installed on those Hosts?

Hello Daniel,

Ok, received. I tried to connect and received a password prompt which means that connection would have been successful had I known the password.

Although I still think it's something with security policy on the PC or network security policy, you can try another solution.

1. Close the Viewer.

2. Access the folder C:\Users\YOUR_USERNAME\AppData\ Roaming\Remote Utilities Files\ . The AppData folder may be hidden so you'll need to enable "Show hidden files and folders" in Windows.

3. Locate the file config_4.xml and delete it.

4. Start the Viewer and try connecting this time.

Let me know if the problem persists. If it does, we'll be looking further into the problem.

Thanks.

Daniel,

Could you send your Internet-ID (NOT the password, just the ID) to me via forum private message or at support@remote-utilities.com. I will check if your Host is accessible to verify that it's the issue on your Viewer side.

Thanks.

Hello Daniel,

I am using a corporate server, but here's the thing: So it my friend who is able to connect to my Host. He and I are using the same connection, but for some reason, he is able to connect, while I am not.

This narrows down the issue to your specific Viewer workstation or connection properties. Make sure that you use correct Internet-ID number or better still - delete the connection entry in your Viewer, restart the Viewer and add a new connection from scratch. Also, you may refer to this list for solutions to potential issues with internet-ID connection:

https://www.remoteutilities.com/support/docs/internet-id-connection-not-working/

Hope that helps.

Hello Daniel,

Thank you for your post.

so it seems to be either a problem with my Viewer or a problem with my outgoing signal.

Yes, if a third-party can connect successfully to your Host, then the problem is with most likely on the Viewer side.

One question before we proceed - are you using Viewer in a corporate network? I'm asking that because corporate network policies are often very strict and rather block any connections by default than allow them. The Viewer must be able to connect to our intermediary server , at least if you use Internet ID connection type and specify our default server as a relay (this is the default option).

Hello Jason,

Yes, the blank screen feature works very differently in Windows 8/10. In fact, there is no blank screen, it's just the monitor that is turned off. As you probably noticed, the Host offers you to install a special monitor driver which is required if you need to use the blank remote screen feature with Windows 8/10.

As such, the custom text/html/image option will be discontinued starting the very next update. We will remove the related controls from the Viewer interface in the upcoming update.  

If screen blanking is turned off, the host user sees the screen as normal. I'm guessing this is a bug in the monitor lock driver for windows 10, but I could be wrong. Is there something I'm doing wrong?

Could you please elaborate on this? If screen blanking is off, the remote user should see the monitor, yes. Or did you mean something different?

Looking forward to your reply.