Pauline's community posts

Hello Robert,

Thank you for your message.

Before we proceed to further troubleshooting, could you please try updating your Remote Utilities to the latest version of Remote Utilities - as of this writing, it's 6.12.2.0. The latest releases contain a lot of improvements and bug fixes, so the issue you're experiencing might have already been fixed in these updates.

The 6.12.2.0 version is available for the download on this page.
When updating Remote Utilities, please make sure to update both Host/Agent and Viewer as the version mismatch might lead to performance issues and some features not working.

Please let us know if the issue persists even after updating both Host and Viewer to the 6.12.2.0 version.

Hello Ralf,

Thank you for your patience.

I checked with our developers on the issue - this is expected behavior and it's caused by the way the RDP client is configured on the server machines. Unfortunately, according to our Support Policy, we cannot assist you in resolving hardware issues or issues with third-party software. Sorry for the inconvenience.

Please let us know if you have more questions.

Hello Ralf,

Thank you for the clarification.

Could you please clarify if the terminal session you select is active? Please, note that when you want to switch between terminal sessions using the toolbar, the sessions must be active, i.e. running. You cannot create terminal sessions with Remote Utilities, only switch to existing ones.

In addition, I've forwarded the issue to our developers and asked for their input on this.

I'll get back to you with an update soon.

Hello Ralf,

Thank you for your message.

Could you please clarify if, perhaps, you're using the RDP Connection mode when connecting to the remote Host machine? If this is the case, then please try using the Full Control Connection mode instead.
Please note that when using the Full Control and View connection mode you can simply switch to a desired terminal session on the Full Control window's toolbar ("Terminal user switch" icon):


Hope that helps.

Hello,

Thank you for your message.

This behavior occurs in case if you use the vanilla (i.e. default) Agent downloaded from our website as Agent runs as an application under the current Windows user and keeps its settings in the following folder: C:\Users\user_name\AppData\Roaming\Remote Utilities Agent\
For more information please see this page.

In case if you want to have your custom settings applied to Agent when it runs under any user and even on other machines, please try configuring a custom Agent package using the MSI Configurator Tool.

Hope that helps.

Hello James,

Thank you for the details.

We've managed to reproduce the issue this time, with the remote laptop's lid being closed. I'll forward this to our developers to see if there's anything that could be done to fix the issue in our future updates.

I'll keep you updated on the issue.

Hello,

Thank you for the clarification.

Of course, I understand the situation. However, I've checked on the issue with our developers - they confirmed that it's most likely that the cursor is not displayed this way on the 3rd party software's side. We recommend that you also refer to the corresponding software's support service as according to our Support Policy we cannot assist in resolving issues with third-party software.

In addition, please note that I modified the previous messages as mentioning competitor links and product names are not allowed on our forum. For more information please refer to our Community forum rules.

Please let us know if you have more questions.

Hello James,

Thank you for the update on this.

Could you please clarify if the Windows Start menu is displayed in the same reduced size on the remote machine's display itself as it's displayed in the remote session window (i.e. on these machines where the issue occurs)?

In addition, could you please let us know if the graphics card on the machines where the issue occurs is the same or from the same manufacturer? If possible, then could you please provide us specific graphics card models?

Looking forward to your reply.

Hello,

Thank you for the clarification.

Could you please confirm if the second screenshot, i.e. the Host screen where the cursor is invisible, is what you see on the remote screen using the 3rd party software (during the active remote session) and not on the actual physical remote screen? If this is the case, then this might be caused by some specifications of the 3rd party software.

In addition, please note that the cursor is always visible on the physical screen of the remote machine and follows the movement of your local cursor on the Viewer's side.

Looking forward to your reply.

Hello,

Thank you for your message.

Am I right in assuming that you've already tried switching the "rendering of hosts cursor" to Always but it did not make any difference as well? If this is the case, then could you please try enabling the Use legacy capture mode feature in Settings for Host/Agent -> Other tab and see if this helps to resolve the issue?

In addition, I recommend that you update Remote Utilities to the latest 6.12 Beta 2 version as the issue might have already been resolved in the most recent update.
Version 6.12 Beta 2 is available for the download on this page. Please make sure to use Agent and Portable Viewer of the same versions as the version mismatch might also lead to performance issues or some features not working.

Finally, in case if the issue persists even when using the latest 6.12 Beta 2 version, then could you please provide us a screenshot (or, perhaps, even a short video, if possible) of the issue? You can upload it here or send it to support@remoteutilities.com.

Hope that helps.