Pauline's community posts

Hello Kaelyn,

Thank you for the provided details.

I will forward this information to our developers and will ask them for their input on this issue.

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

Hello Leo,

Thank you for the clarification.

In this case, could you please try the following and see if this helps to resolve the issue:
1. Fully exit the Viewer File -> Exit.
2. Locate the file config_4.xml in the C:\Users\[Your_username]\AppData\Roaming\Remote Utilities Files\ folder.
Please note that the AppData folder might be hidden by default in which case you need to enable "Hidden files and folders" in Windows Explorer settings.
3. Remove the config_4.xml file from that folder.
This will reset the Viewer settings. Your address books won't be affected by this action, but you will need to register Viewer with your license key once again.
4. Run Viewer, connect to the remote Host and see the issue persists.

Hope that helps.

Hello,

Thank you for your message.

Yes, of course, we already have the RU Server for Linux on our roadmap. Although, unfortunately, there's no specific ETA on it yet. Sorry for keeping you waiting.

Please let us know if you have other questions.

Hello Leo,

Thank you for your message.

Could you please double-check if you have updated both Host and Viewer to the same version 7.0.0.3? Please note that the issue might be caused by the version mismatch, since starting version 7 we've completely rewritten the File Transfer connection mode, so in order for it to work correctly, you need to make sure that your Host's and Viewer's version matches. For more information please see this blog post.

The latest version 7.0.0.3 is available for download on this page. Alternatively, you can also update your Remote Utilities installation via the Self-Update feature.

Please let me know if your Host and Viewer are both of the same version but the issue still persists.

Hello Kaelyn,

Thank you for the update on this.

Could you please let me know the following information:
1. What specific OSs are used on both - Host and Viewer machines?
2. In addition, please double-check if your graphics card drivers are updated to the latest version available and yes, please also let me know what specific graphics card is used on the Host machine.
3. Last but not least, please let me know if you have any antivirus/security software installed on the remote Host machine? If yes, then have you tried adding Host to its exception list as described here?
I'll forward these details to our developers and will ask for their input on this issue.

Wrong iconnectkind - 272908484 error entry means that something is modifying the traffic from time to time - for example, it might be your router or some kind of privacy software.
As for the "relay node redirect" entry - I will also check on this with our developers and will get back to you with their reply.

Looking forward to your reply.

Hello Gaute,

Thank you for clarifying that, I see now that I misunderstood the issue in your previous messages. I apologize if there was some misleading information in my previous responses. I will forward this once again to our developers, this time with a proper explanation on the issue and will ask them for an input on this. Sorry for the inconvenience once again.

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

Hello Kaelyn,

Thank you for the clarification.

I've just tried to reproduce the issue and the "Blank Host screen" feature works as expected, expect for the fact that it took a couple more seconds longer to blank the remote screen after enabling the feature for a Host with the "Use legacy capture mode" enabled. Could you please try disabling the "Use legacy capture mode" feature and see if blanking the remote screen works this way? Please make sure to restart Host after disabling the "Legacy capture mode" feature.

In addition, in case if the above does not help, please let me know what happens after you enable the "Blank Host screen" feature - does the remote screen not go dark at all or does it go dark but you still can see the mouse pointer?

Looking forward to your reply.

Hello Adam,

Thank you for your message.

I will forward this to our developers once again and will ask them if we can provide you some kind of a guide on this.

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

Hello Alf,

Thank you for your message.

I apologize for the inconvenience, but as I've already mentioned in the ticket, there is, indeed some additional unencrypted metadata transferred between Host and Server or Viewer and Server (only in case of Internet-ID connections), but this data is not related to authentication or remote sessions, so this does not cause any security threats. All data related to authentication or to a remote session is encrypted regardless of the connection type.
However, we do understand your concern - I have forwarded your feedback on this to our developers, so we will try to implement these changes as soon as we can. Sorry once again for the inconvenience.

Please let me know if you have more questions.

Hello Kaelyn,

Thank you for the clarification.

Could you please also let me know the following:
1. Does the issue occur only when connecting to one specific Host or to any Host at all?
2. Do you enable the "Blank Host screen" feature from the Connection Properties window or by invoking the properties window from the Toolbar in the Full Control and View mode?

Looking forward to your reply.