Pauline's community posts

Hello Dylan,

Thank you for the confirmation. We're glad to hear we were able to help!

Please do not hesitate to post another message if you need further assistance.

Hello Dylan,

Thank you for the feedback!

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

Hello Rudy,

I'm glad to hear this worked for you!

Please feel free to contact us if you have more questions.

Hello Les,

I'm glad to hear it works for you now! Perhaps, the issue was caused by some temporary issue.

Please feel free to contact us if you have more questions.

Hello Les,

Thank you for your message.

The issue might be caused by a slow internet connection, as the overall connection speed and performance are only as good as the slowest network segment between Viewer and Host. I have just tried connecting from mobile Viewer on the iOS device to the Host machine with the Color Depth settings set to different values - every value works perfectly fine on a good internet connection.

Could you please let me know if you use the Internet-ID connection method or Direct connection?
If you already use Direct connection, please try enabling the Use legacy capture mode feature and see if it helps to resolve the issue. To enable the feature please do the following:
1. Right-click the Host icon in the system tray and select Settings for Host.
2. Navigate to the Other tab and enable the Use legacy capture mode checkbox.
3. Right-click on the Host icon and select Restart Host or simply restart the Host PC.

Looking forward to your reply.

Hello Naveen,

Thank you for your question.

It is possible to hide the Host menu in the system tray (i.e. do not display the Host menu when right-clicking the Host icon in the system tray), by selecting the Hide tray icon menu checkbox in Settings for Host -> Interface tab. However, please note that this does not prevent you from opening the Host's settings or from being able to stop the Host from the Windows start menu or search (just start typing Settings for Hhost in the windows search bar). We do not go against Windows security architecture by preventing full admins from doing whatever they want on the machine.

Silent installation is also possible by using the custom Host installation file built via the MSI Configurator (the One-click package option) or via using the /silentuninstall command line parameter (for more information please see this page). However, please note that full silent installation is only available for PRO and SITE license types, otherwise, there will be the First connection warning window shown (if the Internet-ID is generated upon the installation).

Hope that helps.

Hello Kory,

Thank you for your message.

Please try enabling the Use legacy capture mode feature and see if it helps to resolve the issue.
To enable the Use legacy capture mode feature:
1. Right-click on the Host icon in the system tray and select Settings for Host.
2. Navigate to the Other tab.
3. Select the Use legacy capture mode checkbox.

Also, please try installing the Monitor driver on the remote Host machine where the issue occurs. You can install the Monitor driver in the Host settings:
1. Open the Settings for Host window and navigate to the Driver tab.
2. Click the Install button to install the Monitor driver.

In addition, here's a related troubleshooting guide that might be helpful.

Please let me know if the issue persists.

Hello,

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

Please do not hesitate to reach out if you have any other questions.

Hello,

Thank you for the provided details.

We will try to reproduce the issue as described to see if there's anything we could do to fix it.

I'll keep you updated.

Hello Bill,

Thank you for your message.

Could you please check if there's a Monitor driver installed on the remote Host machine where the issue occurs? If installed, the driver can be seen in your Windows device list and can be identified as PnP-Monitor Lock (Standard):


If the Monitor driver is already installed, please try uninstalling it or if it's not installed yet - please try installing the driver. This could be easily done in the Host settings:
1. Right-click on the Host icon in the system tray and select Settings for Host.
2. Navigate to the Driver tab.
3. Try installing/uninstalling the Monitor driver depending on its current state by clicking the respective Install or Uninstall buttons.

In addition, please double-check if the graphics card driver on the remote Host machine is updated to the most recent version.

Please let me know if the issue persists.