Pauline's community posts

Hello Brian,

Thank you for your message.

Could you please let us know which Connection mode and Authentication method do you use to connect to a remote machine?

Also curious, if I say "send Alt-Ctrl-Del" from the viewer, it brings up the task manager rather than what should happen if I do this key sequence on the host.

Could you please clarify if you're sending the key combination by directly pressing it on the local keyboard or do you use the Send Ctrl+Alt+Del command located in the Additional commands menu on the Toolbar of the Full Control and View connection mode?

Looking forward to your reply.

Hello,

Of course, please feel free to update us on the issue if there's any new information on it or in case if the issue persists.

Looking forward to your reply.

Hello Tim,

Thank you for your message.

I've checked with our developers once again - perhaps, the issue occurs specifically with this beta version release of the macOS. However, we will make sure to test the Viewer for Mac compatibility with the macOS beta version to see if there are any issues that we can fix in our subsequent updates.

Meanwhile, you might try running the Viewer from a stable macOS version (for example, Mojave or Catalina), if possible.

Sorry for the inconvenience. I'll get back to you if there are any updates on the issue.

Hello Ted,

I'm glad to hear we were able to help!

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

Hello,

Thank you for your message.

Could you please try enabling the Use legacy capture mode feature and see if this helps to resolve the issue? This feature can be enabled in the Host Settings -> Other tab. After enabling the checkbox, please restart the remote Host.

In addition, please try updating your Remote Utilities installations to the latest 6.12 Beta 2 version - in this release, we have replaced the old driver-based mechanism with the new blank remote screen mechanism that allows adding a custom text to the remote screen when it is blanked. Here's a full list of Release Notes.
Version 6.12 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 the version mismatch might lead to performance issues or some features not working.

Hope that helps.

Hello Ted,

Thank you for your clarification.

Please try using this Program Install and Uninstall troubleshooter by Microsoft. This tool helps you to automatically fix issues that block programs from being installed or removed.

Hope that helps.

Hello Kevin,

Thank you for your suggestion.

I checked with my coworkers on this - we will definitely fix the localization translation in one of our future updates.

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

Hello Ted,

Thank you for your message.

Could you please clarify if you've tried performing a complete uninstallation of Viewer by following this uninstallation guide? If no, please try cleaning up the installation as described in the above guide and see if it helps to resolve the issue.

Please let us know if the issue persists.

Hello Kevin,

Thank you for your message.

Version 6.10.10.0 is supported for both 32- and 64-bit based OS. Could you please clarify if you're running vanilla (i.e. default) Agent downloaded from our website or a custom pre-configured Agent?

In addition, please clarify if you have any firewall/antivirus software running on the remote machine? If this is the case, please try adding the path to the directory from which you run the Agent (for example, this might be your Desktop or Downloads folder) to your antivirus exception list and see if this helps to resolve the issue.

Looking forward to your reply.

Hello Kevin,

Thank you for your message.

I will forward this to my coworkers for a review to see if this can be fixed in our upcoming updates. Thank you for your suggestion!

Please let us know if you have more questions.