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Viewer will not connect if monitor is disconnected

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Kerry Fisher, User (Posts: 8)

Mar 22, 2021 12:20:00 pm EDT

I am unable to connect to a host computer if the host has no video display connected. If I connect to a host and then disconnect the video monitor on the host, I lose my connection and cannot reconnect. However, other features such as Quick view, file transfer, terminal, task manager, etc. still work. If I reconnect the display on the host, Remote Viewer will reconnect. This occurs for any host to which I connect. I have confirmed other users can connect to the same hosts without this issue. I assume there is a setting, but I am unable to determine what it might be. If anybody has any thoughts on how to resolve this, your assistance will be greatly appreciated.

Pauline, Support (Posts: 2886)

Mar 22, 2021 6:13:09 pm EDT

Hello Kerry,

Thank you for your message.

Could you please let us know which version of Remote Utilities do you use? In case if you use the latest 7.0.0.1 version, then this might be a part of a known issue that will be fixed in the upcoming version 7.0.0.2 which will be released as soon as possible.
Could you please also let me know if the users who are able to connect to the remote Hosts when the monitor is disconnected use the same version of Remote Utilities?

Looking forward to your reply.

Kerry Fisher, User (Posts: 8)

Mar 23, 2021 7:42:41 am EDT

Support level: Free or trial

I am using a fresh install of 7.0.0.1. My coworker who is not having the issue upgraded from 6.x to 7.0.0.0 and then to 7.0.0.1. I suspect you are correct that the next update will resolve this issue. Do you have any ETA on the next version release date?

Pauline, Support (Posts: 2886)

Mar 23, 2021 10:55:23 am EDT

Hello Kerry,

Yes, of course, the 7.0.0.2 version release is scheduled for tomorrow (Wednesday).

Please let us know if you have more questions.

Pauline, Support (Posts: 2886)

Mar 24, 2021 5:38:33 pm EDT

Hello Kerry,

This is to inform you that we've just released an updated version 7.0.0.2 with a few fixes for bugs/issues found in the previous release.

Could you please try updating your Remote Utilities installation and see if this helps to resolve the issue? The latest 7.0.0.2 version of Remote Utilities is available for download on this page. You can also update your installation via the Self-Update method. Please make sure to update both Viewer and Host/Agent to the same version in order to avoid the version mismatch.

Hope that helps.

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