Pauline's community posts

Hello,

Thank you for your suggestion.

I will forward your feedback to our developers for a review to see if we will be able to implement it in future updates for Remote Utilities.

Please let us know if you have more questions.

Hello James,

Thank you for the clarification.

I will forward the issue to our developers and will ask for their input on this. I'll get back to you with an update on the issue shortly. Sorry for the inconvenience.

I'll keep you updated.

Hello Geoff,

Thank you for your message.

Could you please double-check if the video capture is enabled for both - local and remote sides? In addition, please make sure that you've selected the respective video device for both sides.

That is, the video device should be selected for both local and remote sides.
For more information please also see this page.

In case if you've enabled the video capture and selected the video device for both local and remote sides, but the issue still persists, please provide us a screenshot of the Voice & Video chat window where local and remote settings would be visible (for example please see the above screenshot).

Hope that helps.

Hello James,

Thank you for the clarification.

Could you please also let us know if you've had a chance to reboot the Host machine after installing Host? In addition, please let us know the following information:
1. Does the issue occurs when connecting to another Hosts from the same Viewer or to the same Host machine using another Viewer installation?
2. Do you have any software that might have access to the keyboard capture installed on any side of the connection?

Looking forward to your reply.

Hello Igor,

Thank you for the provided log file.

I've examined the log file, but haven't noticed any error entries in it. Since running the program using the system account works, then it might mean that running this program simply requires some elevated privileges, but since you've mentioned that you were able to run the same software in the previous versions of Remote Utilities, there might be something else causing the issue.  
I will forward the log file along with the issue description to our developers and will ask for their input on this.

I'll get back to you with an update on this shortly.

Hello Peter,

Thank you for your kind words! We appreciate it :)  

Please feel free to contact us again if you have any questions or need our assistance. We're always happy to help!

Hello Ramkar,

Thank you for your message.

I'm glad to hear you've figured our the issue and it works for you now! Thank you for sharing your solution on our forum, perhaps, it might be helpful for some user who might face similar issues.

In addition, please note that TCP port 5650 is used by Remote Utilities by default and can also be altered to a custom port value. For more information on ports used by Remote Utilities please see this page.
Last but not least, these troubleshooting guides might also provide a helpful solution when having connectivity issues:
1. This one for Direct connection.
2. This one for Internet-ID connection.

Please feel free to post another message if you have more questions.

Hello David,

I'm glad it works for you now!

Please feel free to post another message if you have more questions.

Hello Abdulla,

Thank you for your message.

Before we can proceed with further troubleshooting could you please try referring to this KB page and see if any of the solutions listed there help to resolve the issue? In case if none of the solutions helped and the issue persists please let us know.

Hope that helps.

Hello Steven,

Thank you for your message.

The issue one is Screen recorder just record a login screen, not the RDP session.

Unfortunately this is expected behavior which occurs due to the fact that Remote Utilities works in a console session, i.e. the Screen record feature always records exactly what is displayed on the remote machine's screen (i.e. login screen in case with an active RDP session).

The issue two is while start View Only on computerA, user will find RDP screen become black screen, once computerA exit View Only, user's RDP screen will return to normal.

Unfortunately, this is expected behavior which occurs due to the fact that the desktop OSs (such as Windows 10) does not allow to simultaneously run a console session and RDP - this is only possible with server OSs if the terminal server is set up (i.e. if there's an active RDP session on the remote machine, connecting to the machine in a Full Control/View Only connection mode will only log out the previous RDP session).
Please note that in case if there are existing terminal sessions running on the remote computer you should be able to switch to the terminal session using an dropdown menu on the Full Control mode toolbar.

Hope that helps.