Pauline's community posts

Hello Robert,

Thank you for the clarification.

What would really be happening on that case is my local mic would have to transfer to my host computer. Maybe this is not possible.

Could you please let me know if you've tried using the Voice and Video Chat connection mode? You can connect to your remote Host via audio only using the Voice call button, so this way your local microphone input should be transfer to the remote Host machine:


For more information on the Voice and Video Chat connection mode please refer to this page.

Hope that helps.

Hello Mitch,

Thank you for your message.

Could you please clarify if you're already logged on to this remote Host prior connecting, i.e. is the connection displayed in the Logged on section of the address book like on the following screenshot?


If this is the case, then this is expected behavior - you simply connect to the remote Host right away because your Viewer is already authenticated (perhaps, you've already connected to this Host before or if you have the Automatic logon feature enabled).

In case if you want to avoid staying logged in to the remote Host, please consider using the Log off connection on disconnect feature - this way, your Viewer is logged off each time when you close Full Control and View window or when the session is terminated otherwise. In order to enable the feature please open the Connection Properties window, navigate to the Additional Properties tab and enable the Log off connection on disconnect checkbox.

Hope that helps.

Hello Robert,

Thank you for your message.

Could you please clarify if you mean the playback audio, i.e. sounds that are played on the remote Host machine or if you mean the microphone's input of the remote machine? Please note, that the Sound Capture feature only allows you to capture sounds that are played on the remote computer and not the microphone input.

In case if you want to capture the remote machine's microphone input, please use the Voice and Video Chat connection mode.

In case if you mean that the playback audio is not captured - please try updating your Viewer to the 6.12 Beta 2 version as well, as the version mismatch between Host and Viewer might lead to performance issues and some features not working.

Please let us know if the issue persists even after the update.

Hello Hilario,

Thank you for the clarification.

Perhaps, the issue simply occurs because of the multi-monitor setup. Am I right in assuming that you use the 6.10.10.0 version of Remote Utilities? If this is the case, then could you please try updating to the most recent 6.12 Beta 2 version and see if the issue persists as it might have already been fixed in this release. The 6.12 Beta 2 version 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 and some features not working.

Please let me know if the issue persists after updating to the 6.12 Beta 2 version.

Hello Hilario,

Thank you for your message.

Could you please clarify if you mean the Advanced hint window? If this is the case, then could you please try pinning the preview window using the Pin button?


This way, you should be able to pin any amount of preview windows for remote Hosts (please note that you have to log on to the remote Host in order to be able to see the preview window) and place them anywhere on your Viewer's desktop as shown on the screenshot above.

Hope that helps.

Hello James,

Thank you for such a detailed response.

I've forwarded the issue to our developers - we will try to reproduce it to see if there's anything we can do to fix the issue.

I'll get back to you soon with an update on this. Sorry for the inconvenience.

Hello Kai,

I'm glad to hear you've figured out the issue!

Please do not hesitate to post another message if you have more questions. We're happy to help!

Hello Kai,

Thank you for your message.

The Icon, however, is hidden on that computer so I can't right-click to go into the settings, I've tried uninstalling and Re-Installing and still not showing back up.

Could you please clarify if you mean that the Host tray icon's menu is hidden? If this is the case, then you might also try invoking the Host Settings from the Windows Start menu, it should be listed as Settings for Host.

In the Host Settings please navigate to the Interface tab and deselect the Hide tray icon menu checkbox:

Is there an exe I can run to bring this up or reg edit to make it appear again?

Yes, if you do not have the access to the Settings for Host item in the Start menu as well, you can completely uninstall the Host following this guide and then re-install it from scratch. Namely, you will need to locate and delete the following registry key: HKEY_LOCAL_MACHINE\SOFTWARE\Usoris\Remote Utilities Host\. This key contains Host settings, so deleting it will reset the settings to default values for the following reinstallation. However, please note that this registry key also contains remote access settings like ID and password (in an encrypted form), so deleting it will also reset these values as well.

'Unable to access the Host using the current security context. Enter valid credentials, please' on this screen I've tried using the built-in RMS security account as that's what I set up however this doesn't work

Could you please double-check if the permissions for this user are set up correctly in the Host settings? In order to do so, please open the Settings for Host... window, navigate to the Authentication tab and select Users and access control. In the opened window see if the same user that is used on the Viewer's side to logon is present in the username list and has all required connection modes allowed:


In case if you have everything set up correctly - could you please clarify what version of Remote Utilities do you use? In case if you use version 6.10.10.0 or older, I recommend that you try updating to the most recent 6.12 Beta 2 version - this release includes a fix for a similar authentication issue in Viewer running on a computer with online Microsoft account which was resulting in a similar error message as you receive. So the issue you're encountering might have already been fixed in the 6.12 Beta 2 version. A full list of release notes is available here. The 6.12 Beta 2 version is available for the download on this page.
When updating Remote Utilities please make sure to update both Viewer and Host/Agent as version mismatch might lead to performance issues and some features not working.

Hope that helps.

Hello James,

Thank you for the clarification.

Unfortunately, we couldn't reproduce the issue. I will forward the issue to our development department and ask for their input on this.
Meanwhile, could you please double-check if your graphics card drivers are up to date on both remote Host and Viewer machines? In addition, please try adding the Host installation path C:\Program Files (x86)\Remote Utilities - Host\* to your antivirus exception list and see if this makes any difference regarding the Windows Start menu as the antivirus software activity might have affected the Host installation somehow and caused performance issues.

I will note, however, that Symantec Antivirus did not like the new version of Beta Viewer. Was unsure of the program, asked if it should be quarantined (Covid issues maybe?) :)

The Viewer installer contains some modules of the Host (namely, rutserv.exe) for the MSI Configuration to work, specifically the "legacy" mode of the configuration (files are not needed for the "online" configuration option). That's why some antivirus software might falsely mark Viewer as dangerous. However, sometimes they also additionally mark rutview.exe by mistake. Unfortunately, this is a common scenario when the antivirus software generates false positives for a legitimate digitally signed software. We continue to send reports and communicate with a/v software vendors regarding false-positive classifications -  this might be caused by the Symantec Antivirus updating their databases and generating a false positive.
In this case, we recommend that you add the VIewer installation folder C:\Program Files (x86)\Remote Utilities - Viewer\* to the antivirus software exception list as well. In addition, you might submit a false positive report to the Symantec Antivirus here.

Looking forward to your reply.

Hello James,

Thank you for your message.

Could you please clarify if the remote Host PC was restarted after the Legacy capture mode feature was enabled? If no, please try restarting the remote machine and see if this makes any difference.

So, not sure why I would have to use Legacy capture mode, and not sure why the menu is squeezed down so small.

The difference between the legacy capture mode and the default mode has to do with how the screen capture is processed deep inside the operating system. Windows 8, 8.1 and Windows 10 require certain modifications to the mechanism, so the legacy capture mode feature was added for compatibility with other Windows capturing mechanisms. On the surface, this difference just manifests itself in that checkbox that the user can check or uncheck to resolve problems with screen capture. In most cases, you should leave this checkbox unchecked as it's supposed to be used as a fix for such issues.

I do, however, get another strange anomaly. The "Start" menu is extremely small/tiny.

Could you please try enabling the Capture alpha-blending windows checkbox in the connection properties -> Additional properties tab and see if this helps to resolve the issue?

In addition, am I right in assuming that you use the 6.10.10.0 version of Remote Utilities? If this is the case, please also try updating Remote Utilities to the latest 6.12 Beta 2 version as it contains lots of bug fixes and improvements, so the issue you're encountering might have already been fixed there. The 6.12 Beta 2 version is available for the download on this page. When updating Remote Utilities, please make sure to update both Viewer and Host as the version mismatch might lead to performance issues and some features not working.

Please let me know if the solutions above did not help and the issue persists even after updating to the 6.12 Beta 2 version.