Pauline's community posts

Hello Dominik,

Thank you for your message.

Could you please clarify if you mean pre-configuring the multi-monitor view for the remote Host during configuring the custom installation package via the MSI Configurator Tool? If this is the case, then, unfortunately, this cannot be done automatically yet, even though we already have a similar feature in our wish-list and it will be implemented in our future updates. However, meanwhile, the multi-monitor mapping can be set up manually.

Here's what you need to do in order to map your remote monitors to the local ones:
1. In Viewer create 2 different connections to the same remote Host, i.e. using the same IP address or Internet-ID code, but name them all differently, e.g. Monitor 1, Monitor 2, etc.
2. Disable the Tabbed view mode (in the main Viewer window navigate to the Tools tab and select Options, then navigate to the Remote screen tab and disable the Tabbed view checkbox).
3. Connect to the remote Hosts you've previously created on Step 1.
4. Select different monitors for each connection - this can be done by clicking the Remote monitors icon  on the Toolbar in the Full Control and View window:

5. Now you should be able to place the connection windows on your local monitors as desired, so they would match the remote dual monitors.

If you mean something else, please elaborate a bit more on the question.

Hope that helps.

Hello Loizos,

Thank you for your message.

Could you please clarify which version of Remote Utilities was used before the updating and to which version you've updated to?

In addition, please try restoring your address book manually from a backup. Backup files are store in the following folder: \%AppData%\Roaming\Remote Utilities Files\backups\
For more information on how to restore the address book from a backup, please follow this step-by-step guide: https://www.remoteutilities.com/support/docs/backing-up-address-books/#Restoring_an_address_book_from_a_backup

Please let us know if the problem persists after restoring the address book from a backup file.

Hello Robert,

Thank you for your message.

Please note that despite its name, the Beta version is still a fully functional release as it only contains bug fixes and improvements for the previous Remote Utilities versions. A full list of Release notes is available here.

Alternatively, you can also try using a non-installable Agent and Portable Viewer of the latest 6.12 Beta 2 version first, to see if the issue persists when using the most recent version. We always recommend that our users try updating to the most recent update available as the issue might have already been fixed in the release.

Hope that helps.

Hello Nijel,

Thank you for your input.

Hopefully, other users who experience the same issue will find it helpful.

James, please consider using the Classic Shell solution suggested above by Nijel. Perhaps, it might help in resolving the issue with the Start Menu sizing for the laptops with a closed lid.

Please let us know if you have other questions. We're happy to assist!

Hello Nijel,

I installed 6.12 Beta 2 host and the typing problem seems to be resolved now.

I'm glad to hear that we were able to help and it works for you now!

I was unable to reproduce the crash but I will keep launching viewer from linux terminal each time I use it & will hopefully have something to share soon.

In case if you will be able to reproduce the issue once again, please feel free to send us the terminal output. You can send it to support@remoteutilities.com or create a ticket and attach the file to the ticket.

Please let us know if you have more questions.

Hello Nijel and James,

Thank you for your messages.

I checked on the issue with our developers - even though we have managed to reproduce it, unfortunately, it's caused by something in the Windows OS's update itself, rather than something in the program. Like I've mentioned earlier in the thread, Remote Utilities only works in a console session and displays exactly what is shown on a remote machine. Unfortunately, in this situation, we can only recommend referring to the Microsoft support service as the issue occurred after the 2004 OS update. Sorry for the inconvenience.

Nijel, thank you for your input. Indeed, enabling the Use legacy capture mode feature usually helps in resolving similar issues. However, in this case, the issue is caused by some changes that were applied to the way the Start menu is displayed after updating to the Windows' 2004 patch.

Please let us know if you have other questions.

Hello Nijel,

Thank you for your message.

Could you please clarify what version of Remote Utilities Host is used on the remote machine? In case if you use version 6.10.10.0, please try updating your remote Host to the latest 6.12 Beta 2 version - there was a similar issue in the previous versions of Remote Utilities with some keys not working on a remote computer in some circumstances, which was fixed in the most recent Beta version releases.
The 6.12 Beta 2 version is available for the download on this page.

The host window loads briefly and then the Viewer and Host windows crash. After the first crash, subsequently launching the viewer and connecting to a host will crash the viewer again. Restarting the computer seems to resolve this but it has happened a few times at least.

Could you please let me know if you receive any error messages when the Viewer crashes? Does the issue occur when connecting to any of the Hosts in your address book?

We will additionally test both of these issues to see if we can reproduce them, so we can implement fixes in our future updates.

I'll keep you updated on the issues.

Hello Ralf,

Of course, please feel free to let us know if there are any updates on the issue or if you have more questions.

We're happy to assist.

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.