Pauline's community posts

Hello Douglas,

Thank you for the clarification.

Could you please try updating both Viewer and Host to the latest version 7.1.1.0 and see if the issue still persists after updating? We've released an update a couple of days ago with a few minor fixes and improvements, so this might help in resolving the issue.
The latest version available for download on this page. Alternatively, you can just update via the Self-Update feature. Please make sure to update both Host and Viewer to the same version to avoid the version mismatch.

In case if the issue still occurs when using the latest version as well, you can send us the Host logs fr om the remote Host machine wh ere the issue occurs. Please do not publish them on the forum as they might contain some private information - instead you can send the log files to support@remoteutilities.com.  

Hope that helps.

Hello Peter,

Thank you for the clarification.

I will forward the issue to our development department to see if we're able to reproduce the issue.

I will keep you updated on the issue and will get back to you shortly.

Hello Bill,

I'm glad to hear that the issue was resolved and it works for you now!

Please feel free to let us know if you have more questions or need our further assistance. We're always happy to help.

Hello Douglas,

Thank you for the clarification.

In this case could you please let us know what version of Remote Utilities was used on both Host and Viewer machines, the machines OSs and their builds as well? We will try to reproduce the issue to see is we can implement a fix for it in our future updates.

Looking forward to your reply.

Hello Peter,

Thank you for the clarification.

In this case, could you please also let us know if you have the Advanced mouse scroll feature in the Connection Properties -> Mode tab enabled in any of the cases?

Details of machine builds and Viewer and Host installs and behaviour to follow, if you still want them.

Yes, please feel free to provide the details whenever it's possible - this way I will be able to forward the information on the issue to our developers.
Last but not least, if it's also possible to record a short video featuring the issue, it would be very helpful as well. You can send it to support@remoteutilities.com.

Looking forward to your reply.

Hello Douglas,

Thank you for the clarification.

Could you please let me know if you've tried rebooting the remote Host machine via the Power Control connection mode? This connection mode allows you to shut down, restart and lock the remote computer, or turn the remote monitor on/off.

Hope that helps.

Hello Douglas,

I have attached monitors in the meantime
and I do plan to get a set of those dummy plugs in each signal variety that makes the PC
think there is a monitor attached.  I think thats ultimately the best solution especially
if it mimics a monitor so well that I can set resolutions as desired in windows.

Of course, that sounds like a great and helpful solution as well. We just recommend enabling the "Use legacy capture mode" feature as it typically helps to resolve most, if not all, similar issues.

(now I have to read up on doing an install remotely, something about msi...)

You probably mean the Remote Install Tool - you can use this tool to install/uninstall, start/stop and update a Host remotely. Since the Remote Install Tool requires an MSI installation file, you can either download a vanilla MSI installer on our download page here or build a custom MSI installation package via the MSI Configurator Tool. Here's a related guide on configuring a Standard MSI Package that might be useful.

Hope that helps.

Hello Douglas,

Thank you for the clarification.

Unfortunately, we couldn't reproduce the issue yet. However, if you're able to reproduce it and record a screencast it will be very helpful. If this is possible, please feel free to send us the video of the issue to support@remoteutilities.com. In addition, when sending the video please specify the exact OSs and builds of the machines where the issue occurs.
Last but not least, please make sure that you're installing the latest version of Remote Utilities (7.1.1.0 as of this writing) which is available for download here.

Hope that helps.

Hello Douglas,

Thank you for your message.

I'm glad to hear that you've figured out the issue!

Now I know all hosts have to have monitors for the host to allow a connction.

For headless machines please try enabling the Use legacy capture mode feature in the Host Settings -> Other mode - enabling this features usually helps to resolve similar issues related to screen capture or other performance issues when connecting to headless remote machines (i.e. having a monitor connected to a remote Host is not mandatory for the connection to work properly). After enabling the feature please make sure to restart Host in order for changes to be applied.

Hope that helps.

Hello Douglas,

Thank you for your kind words and feedback, it really means a lot to us! We always try to help our users to resolve issues or add some new features to our software to the best of our ability.

Please feel free to let us know if you have more questions or need our assistance.