Community

Hello RU team,

I have the laptop configured to use external display(hdmi) only and turn off internal one.
Windows setting Multiple Displays set as "Show only on 2"
Laptop display turning off during windows 10 boot. External display stay with Power Off all the time.
After I power on this laptop I am waited a few minutes for boot and trying to establish full control connection by RU. (External display stay with Power Off, internal display is off also)
Inside the viewer connection icon become green and new screen with earth map appear. And that's it.
This map screen may stay on forever. To get connected I have to close  map screen and re-initiate full control connection in the viewer again.
It's happened before with 7.0.0.1 and nothing  changed in 7.0.0.2
Configuration:
Viewer 7.0.0.2 on Windows 7 64bit, Host 7.0.0.2  on Windows 10.
Connection type - Direct connection with static IP,
Single password security,
Default port,
Auto Ping - ON (same with auto ping OFF)

On the viewer side log:
---------------------------------

26-03-2021__00:04:10__114 Connection #938717. Connection to "HP-MKS (LSURE009) 192.168.1.76". Mode: <Authorization>. Connecting...
26-03-2021__00:04:10__115 Connection #938717. Direct connection to HP-MKS (LSURE009) 192.168.1.76 (192.168.1.76:5650).
26-03-2021__00:04:10__116 Connection #938717. Connection to "HP-MKS (LSURE009) 192.168.1.76" established. Mode: <Authorization>.
26-03-2021__00:04:10__117 Connection #938717. Connection to "HP-MKS (LSURE009) 192.168.1.76". Security check - OK. Mode: <Authorization>.
26-03-2021__00:04:12__915 Context #938717 removed. Mode: <Authorization>.
26-03-2021__00:04:12__961 Connection #286072. Connection to "HP-MKS (LSURE009) 192.168.1.76". Mode: <Remote control>. Connecting...
26-03-2021__00:04:12__961 Connection #286072. Direct connection to HP-MKS (LSURE009) 192.168.1.76 (192.168.1.76:5650).
26-03-2021__00:04:12__962 Connection #286072. Connection to "HP-MKS (LSURE009) 192.168.1.76" established. Mode: <Remote control>.
26-03-2021__00:04:12__975 Connection #500765. Connection to "HP-MKS (LSURE009) 192.168.1.76". Mode: <Command (command: 26)>. Connecting...
26-03-2021__00:04:12__976 Connection #500765. Direct connection to HP-MKS (LSURE009) 192.168.1.76 (192.168.1.76:5650).
26-03-2021__00:04:13__007 Connection #500765. Connection to "HP-MKS (LSURE009) 192.168.1.76" established. Mode: <Command (command: 26)>.
26-03-2021__00:04:13__010 Connection #500765. Connection to "HP-MKS (LSURE009) 192.168.1.76". Security check - OK. Mode: <Command (command: 26)>.
26-03-2021__00:04:13__622 Context #500765 removed. Mode: <Command>.

---------------------------
Here we are waiting  5 min and map screen show us: "Connecting to "HP-MKS (LSURE009) 192.168.1.76"
This screen never finishing connecting, I close it manually.
And now I try to connect again:
--------------------------

26-03-2021__00:09:33__361 Connection #172714. Connection to "HP-MKS (LSURE009) 192.168.1.76". Mode: <Remote control>. Connecting...
26-03-2021__00:09:33__361 Connection #172714. Direct connection to HP-MKS (LSURE009) 192.168.1.76 (192.168.1.76:5650).
26-03-2021__00:09:33__363 Connection #172714. Connection to "HP-MKS (LSURE009) 192.168.1.76" established. Mode: <Remote control>.
26-03-2021__00:09:38__305 Connection #803261. Connection to "HP-MKS (LSURE009) 192.168.1.76". Mode: <Command (command: 15)>. Connecting...
26-03-2021__00:09:38__306 Connection #803261. Direct connection to HP-MKS (LSURE009) 192.168.1.76 (192.168.1.76:5650).
26-03-2021__00:09:38__311 Connection #803261. Connection to "HP-MKS (LSURE009) 192.168.1.76" established. Mode: <Command (command: 15)>.
26-03-2021__00:09:38__314 Connection #803261. Connection to "HP-MKS (LSURE009) 192.168.1.76". Security check - OK. Mode: <Command (command: 15)>.
26-03-2021__00:09:40__992 Context #803261 removed. Mode: <Command>.

----------------------------
This time I can see laptop screen, Can login into Win 10, and connect /disconnect as many time as I want.
External display stay with Power Off, internal display is off also all the time

Hey Boris,

I know the issue with the map loading screen staying there forever as it says it is trying to connect. I found pressing any keyboard button if it takes too long, would load the remote computer screen.

But this was fixed in version 7.0.0.2 as far as I have tested it in my environment. I don't need to press any key to load the remote screen during the map loading screen as it comes up after a few moments.

You can try that the next time your issue shows up and see if that helps.

Yes, press a key on laptop resolving "forever" map screen. I check host version - 7.0.0.2 .
It's not a critical issue, but I prefer to have it fixed.

Yes,  both Viewer and Host have  7.0.0.2 version.
Host log forwarded to email support@remoteutilities.com

Same behavior for Viewer and Host 7.0.0.3 version.

Thank you, Polina.
Sure I can wait the next release.

I'll eagerly await a patch as well. I'm having almost the same issue with version 7.0.0.3 and Internet-ID. I was able to connect once with full control remotely, but since then, I can only sit at the map. Hitting keys doesn't work. I am able to connect with file transfer, task manager, terminal, etc. without issues. I've tried multiple reboots and reinstalls on the host system and changing to new Internet-IDs. Host is Windows 10 on a laptop that is logged in. I can provide any additional info or log files by request.