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Unable to log into newly installed viewer

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stephen williams, User (Posts: 4)

Apr 05, 2024 11:39:24 am EDT

I've recently installed remote utilities viewer (ver 7.2.2.0) on a clients windows 11 pro laptop for them to remotely access their work pc. I've set up the user credentials correctly but it's refusing to sign in. I get the swirling dots under the signing in icon but after a few seconds, it just goes back to 'sign in'
Would you have any idea why this would happen?

Pauline, Support (Posts: 2870)

Apr 05, 2024 3:41:06 pm EDT

Hello Stephen,

Thank you for your message.

Could you please verify if you’re signing in to the remote Host by right-clicking the Host in the address book and selecting Log on item from the dropdown menu or if you’re selecting the Sign in button in Viewer's upper right corner?

Looking forward to your reply.

stephen williams, User (Posts: 4)

Apr 08, 2024 7:48:25 am EDT

Support level: Pro

Hi Pauline,

Thank you for your response.

I am selecting the sign-in button in the viewer's upper right corner.

Pauline, Support (Posts: 2870)

Apr 08, 2024 12:46:46 pm EDT

Hello Stephen,

Thank you for the clarification.

This “Sign in” button is meant to sign in to the RU Server, so you would only need to use it if you have the RU Server authentication set up on your remote Host.
Please try right-clicking the target Host in the address book and selecting Log on or selecting the Full Control connection mode in the toolbar and double-clicking your Host s described here.

Let us know if this helps.

stephen williams, User (Posts: 4)

Apr 12, 2024 6:19:40 am EDT

Support level: Pro

Hi Pauline,
We do have a RU server authenticating users.

I've set the new user up on the server but am unable to sign in to it. I've also tried to log into my account which I know works but can't sign into that either from the same machine.
I only seem to have this issue with Windows 11 machines but not sure if that is a mitigating factor.

Pauline, Support (Posts: 2870)

Apr 12, 2024 2:58:11 pm EDT

Hello Stephen,

Thank you for the clarification.

Could you please let us know if you’re able to sign in to your RU Server from any other Viewer at all? In addition, please let us know if you’ve already registered your RU Server with your license key as described here.

Looking forward to your reply.

stephen williams, User (Posts: 4)

Apr 22, 2024 9:07:46 am EDT

Support level: Pro

Hi Pauline,

Yes, I can sign into the server from any of the previous viewers set up without issue.
It only seems to be a problem signing in on windows 11.

Also, the server has been registered with the license key.

Many thanks

Ste

Pauline, Support (Posts: 2870)

Apr 22, 2024 3:26:15 pm EDT

Hello Stephen,

In this case, could you please let us know your exact build and version of Windows 11? I will forward it to our development team, so we can try and reproduce the issue.

Looking forward to your reply.

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