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Chat, File Transfer, Inventory work but desktop does not

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Kerry Fisher, User (Posts: 8)

Jun 20, 2022 3:54:09 pm EDT

Viewer and host running Windows 11. RUT version is 7.1.2.0. I have one host with an issue. I can successfully use Chat, File Transfer, Task Manager, Inventory Manager, etc. for this client. However, I cannot connect to the desktop. I can view the quickview thumbnail. I have uninstalled the host app on the client and reinstalled it. I have uninstalled the viewer and reinstalled it on my computer. Other viewers can view the desktop. I get the Connecting to client name. Please, wait screen, but it never connects. If anyone has any ideas, please let me know.

Pauline, Support (Posts: 2870)

Jun 20, 2022 5:00:45 pm EDT

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.

Kerry Fisher, User (Posts: 8)

Jun 21, 2022 7:20:10 am EDT

Support level: Free or trial

Thank you! The Use legacy capture mode setting worked. I still don't understand what caused the issue and why this host needs to be configured this way when other hosts do not. Nor does it explain why other viewers could connect. I guess I'll just chalk this up as one of the mysteries of the world.

Pauline, Support (Posts: 2870)

Jun 21, 2022 11:03:45 am EDT

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.

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