Pauline's community posts

Hello Richard,

Thank you for your message.

Could you please clarify what version of Remote Utilities do you use? If you use version 6.10.10.0, please try updating Remote Utilities to the latest 6.12 Beta 1 version as we have already implemented a fix for this behavior in the beta version. The 6.12 Beta 1 version of Remote Utilities is available for the download here.
When updating Remote Utilities please also 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 us know if the issue persists.

Hello Andy,

Thank you for the confirmation.

I'm glad to hear it works for you now!

The reason I made this post would be to help your development team fix the issue. I am willing to give you any debug info I can gather if needed.
Let me know if they need more information to reproduce this issue. Thanks

Thank you for the input! We'll get back to you in case if we need more information.

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

Hello,

Thank you for the clarification.

Perhaps, there was some connectivity issue caused by the other app, for example, the app might have used the same port, etc. However, I'm glad to hear you've figured out the issue!

Please feel free to post another message if you have more questions. We're happy to assist.

Hello Steven,

Thank you for your message.

Could you please try enabling the Use legacy capture mode feature? In order to enable it, please right-click on the Host icon in the system tray and select Settings for Host, then navigate to the Other tab and enable the Use legacy capture mode checkbox.
In addition, please try referring to this troubleshooting KB article and see if any of the solutions listed there helps to resolve the issue.

Please let us know if the issue persists.

Hello Andy,

Thank you for your message.

Installing the display driver (and rebooting) did not change anything.

Please note that the Monitor driver is only used for the Blank remote screen feature. In case if you don't use this feature we advise that you uninstall the Monitor driver.

However, using legacy capture mode does bring the screen back. I'm assuming this is not a plan for the long term (being legacy), so I would be interested into having this issue fixed.

Could you please confirm that enabling the Legacy capture mode did resolve the issue?
As for the legacy mode - the difference between the default capture and legacy modes has to do with how the screen capture is processed deep inside the operating system. However, I'll forward your question to our development department and ask for their input on this.

In addition, here's a related troubleshooting KB article that might be useful as well.

Looking forward to your reply.

Hello Andreas,

Thank you for your message.

Could you please clarify if I'm right in assuming that you use the RDP/RDP-over-ID connection mode?
If this is the case, then could you please try enabling the Capture alpha-blending windows feature in the Connection properties window -> Additional properties tab and see if this helps to resolve the issue?
If the issue persists, then, perhaps, it's caused by the group policy settings. In order to resolve this, please try enabling the following group policy option on the remote Host machine that might allow you to remotely interact with UAC prompts:

Computer Configuration\Policies\Windows Settings\Security Settings\Local Policies\Security Options\User Account Control: Allow UIAccess applications to prompt for elevation without using the secure desktop

However, please note that the RDP connection mode only allows you to launch the native Microsoft Remote Desktop Connection client from within Remote Utilities and connect to a remote computer using the RDP protocol.

In addition, I recommend that you consider using the Execute connection mode or the Full Control connection mode instead.

As for the RDP toolbar issue - could you please clarify if you have tried pinning the toolbar using the pin icon on the toolbar itself?

Looking forward to your reply.

Hello,

Thank you for the clarification.

Could you please let us know if there are some apps installed on the Huawei mediapad T5 that might have some control over the network? In addition, could you please provide us the full mobile Viewer logs from the Huawei tablet for examination? You can locate it in the Viewer app -> Settings -> Error log and send it to us to support@remoteutilities.com.
Also please let us know if you have already tried reinstalling the app on the Huawei tablet.

Looking forward to your reply.

Hello Sam,

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

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

Hello Christophe,

Thank you for the clarification.

Of course, please feel free to update us if there are more details on the issue.
In addition, please try updating Remote Utilities to the 6.12 Beta 1 version and see if this helps to resolve the issue. The 6.12 Beta 1 version is available for the download here.
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.

Looking forward to your reply.

Hello Robert,

Thank you for your message.

Unfortunately, it's not possible to connect to a remote Host machine without the Host's access credentials, such as a password or a login/password pair depending on which authorization method is enabled on the remote Host.

Please let us know if you have more questions.