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[resolved] Slight issue in remote session

Martin Hamilton, User (Posts: 3)

Sep 25, 2011 8:31:37 am EDT

I'm encountering a slight issue that seems to be occuring at 'any' time during a remote session. The mouse moves around the screen and so forth - that parts OK... but when the mouse is clicked on an icon or a window header, it doesn't appear to set focus to the selected icon or window.

There have been times when it worked (the mouse clicks) for quite a while then simply stopped working/responding. And there have been times when I logged onto the remote machine and it didn't work from the instant of gaining full access.

I have noticed however, that if I simply move the mouse on the remote machine, when I go back to my primary computer - the mouse clicks, etc work again for a while... but eventually the mouse once again stops setting focus and hence one cannot double-click (or single click) an icon or move a window (of close one) anymore.

Otherwise it appears that everything has been configured properly as I can perform file transfers, chat sessions and so forth.

Hopefully the 'clue' about "simply having to move the mouse a little on the remote computer" seems to 'fix' the issue - temporarily at least.

Any assistance with this would be appreciated.

Conrad Sallian, Support (Posts: 3049)

Sep 25, 2011 8:34:53 am EDT

Hi Martin,

Thanks for the detailed description. We'll need to try to reproduce it and fix. I'll get back here with the update on this issue.

Conrad Sallian, Support (Posts: 3049)

Sep 25, 2011 8:36:20 am EDT

Could you please provide more information on what Windows version is installed on both PCs. That may help to find the problem.

Martin Hamilton, User (Posts: 3)

Sep 25, 2011 8:44:07 am EDT

Support level: Free or trial

Thank you for your quick reply.

Primary computer: Windows 7 Ultimate x64
Server: Windows Server 2008 Standard R2
Client computer: Windows 7 Professional x86
Home Server: Windows Home Server 2011 x64

If you'd like, you can contact me on my personal email address and we can set up a remote session - using your product of course

This would give you an opportunity to experience it and hopefully pinpoint the issue.

Conrad Sallian, Support (Posts: 3049)

Sep 25, 2011 9:03:43 am EDT

That's a good idea, Martin. I'll send you a message. Meanwhile I'll move this topic to the techsupport forum.

Martin Hamilton, User (Posts: 3)

Sep 27, 2011 5:57:00 pm EDT

Support level: Free or trial

Thank you for pin-pointing the issue that I reported (caused by a third party product) and sorting it out. Your support is rare indeed these days!

I really appreciated the assistance you provided. This is a great product and I can only see it getting better and better with time.

Conrad Sallian, Support (Posts: 3049)

Sep 30, 2011 4:42:57 am EDT

Hi, Martin

Thanks for the kind words.

We will add knowledge base articles that describe issues with other software, especially popular programs, like TuneUp Utilities. People must know that sometimes it's a third-party application that blocks normal operation of RUT.

na na, User (Posts: 1)

Feb 10, 2013 12:17:26 pm EST

Support level: Free or trial

Hi Quick question, how was this resolved? Uninstalling the third party software?

Conrad Sallian, Support (Posts: 3049)

Feb 10, 2013 12:28:07 pm EST

na na wrote:
Hi Quick question, how was this resolved? Uninstalling the third party software?

It can be uninstalling, but it also can be tweaking its settings (if possible). For example, if antivirus software get into the way of how Remote Utilities works, you can add RUT installation folders as exceptions to the antivirus program.

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