Pauline's community posts

Hello Annette,

Thank you for your message.

Could you please clarify what version of Remote Utilities do you use? In case if you use version 6.10.10.0 or an older version, then before we can proceed to further troubleshooting, please try updating Remote Utilities to the latest version available - as of this writing, it's 6.12.2.0 (Beta 2). The issue you're encountering might have already been resolved in this latest release, so it's better to try updating your Remote Utilities installation first to see if this helps to eliminate the issue.

Version 6.12.2.0 (Beta 2) is available for the download on this page. When updating Remote Utilities, please make sure to update both Viewer and Host/Agent (as well as the RU Server if used) to the same version as the version mismatch might lead to performance issues or some features not working.

Please let us know if the issue persists even after updating to the 6.12.2.0 version.

Hello Joel,

Thank you for your message.

I'm glad to hear you've already figured out the issue! In addition, please note that you can switch the view mode for the remote session beofre connecting to the remote Host. This can be done in the Connection Properties window -> Mode tab. In order to open the Connection Properties, please right click on a connection entry in your address book and select Connection properties:


In addition, you can also switch the view mode for all the newly added connections. This can be done in the Default Connection Properties window, on the same Mode tab.

Hope that helps.

Hello Paul,

Unfortunately, we haven't got any updates on the issue from the Cloudflare. However, we've contacted them once again and referred to another ticket that was submitted by another user (please see this forum thread), so hopefully, they will be able to provide an update on the issue soon. Sorry for the inconvenience.

I'll keep you updated on this.

Hello Ceyarrecks,

Thank you for providing us your ticket number for a reference. We've contacted the Cloudflare support team once again and referred to your ticket as well. Hopefully, they will provide an update on the issue soon. I'll get back to you as soon as we receive an update from their support team.

Thank you!

Hello Thomas,

Thank you for your message.

Could you please clarify if the issue occurs when you use Direct connection only, Internet-ID connection only, or both? Have you tried the solutions listed in these KB troubleshooting guides for Direct connection and Internet-ID connection respectively?
In case if the issue occurs when using both Internet-ID and Direct connection, then there might be something on the Viewer's side that might be causing such behavior.

Could you please clarify if you have any antivirus software installed on the Viewer's side, perhaps, with some add-on like a VPN client? For example, we've been recently reported a similar issue occurring on the Viewer machine with the BitDefender antivirus installed that also included the VPN add-on, which was proxying and editing the https traffic. In case if you have any antivirus software installed, then could you please double-check if you have any similar add-ons installed as well? They might be visible in your network adapter properties.

In addition, if none of the solutions above seem to help in resolving the issue, please feel free to send us the log files for examination. We could use the Viewer logs and the Host logs from one of the Host machines that you experience the issue with. You can send the logs to support@remoteutilities.com.

Hope that helps.

Hello Peter,

Thank you for the clarification.

It does fill my monitor at 1600x1200, but the actual resolution of the host is 640x480 which makes dialog boxes difficult to use.

Yes, unfortunately, this is expected behavior as Remote Utilities runs in a console session by default, i.e. in the remote session window you see what actually is displayed on the remote screen.

I guess I have to use your program for the hosts with cards and Windows's one for those without for the time being.

Of course, we will make sure to notify you once we've implemented this feature. Sorry for the inconvenience.

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

Hello,

Please note that I've responded to the ticket you've created in order to avoid duplicating here on the forum.

Thank you!

Hello Peter,

Thank you for your message.

Please try enabling the Use legacy capture mode feature in the Host Settings -> Other tab and see if this helps to resolve the issue. Please make sure to resart the Host after enabling the feature in order for the changes to be applied.

In addition, please try switching the View mode of the remote session to the Stretch view. You can enable that option either in the Connection properties -> Mode tab or during a remote session using the Additional commands menu in the toolbar. This should help to stretch the remote screen to fit the size of your local screen.

Please note that, unfortunately, you cannot change the very resolution of the remote computer screen directly in the Remote Utilities yet. However, we already have this feature on our wishlist and will implement it in our future updates.

Hope that helps.

Hello Thomas,

Thank you for your message.

Despite the fact that only the Viewer module is registered with the license key and Host and RU Server modules do not require registration, this does not imply that the RU Server can be used unlimited. There are built-in methods in the software that can keep track of the license usage.
This way, when it comes to a Free License - it allows you to add up to 10 remote computers in your Viewer address book and 1 concurrent tech which means that only one Viewer registered with the free license key can be actively running remote sessions at a given time (i.e. you're not restricted to a specific workstation, but it's only possible to work from one Viewer at a time). In addition, please note that according to our EULA, only one free license key is allowed per individual, company, or organization.

To summarize, when using the free license, you can connect to up to 10 remote Host machine from 1 Viewer at a time using the self-hosted RU Server solution.

Hope that helps.

Hello Ceyarrecks,

Thank you for the update.

I think it's safe to ignore these emails given that you've already submitted the issue via this form. We've also reported the issue to the CloudFlare support service and submitted the required information. We're currently expecting an update on this from them, but also receive similar automatic notifications sometimes. We will let you know as soon as we receive any updates on the issue from the CloudFlare support team. Sorry for the inconvenience.

Please let us know if you have more questions.