Pauline's community posts

Hello David,

Thank you for the clarification.

The issue also might be caused by the Viewer configuration file, that was somehow corrupted by some antivirus or firewall software.

Could you please try the following:
1. Fully exit the Viewer File -> Exit.
2. Locate the file config_4.xml in the C:\Users\[Your_username]\AppData\Roaming\Remote Utilities Files\ folder.
Please note that the AppData folder might be hidden by default in which case you need to enable Hidden files and folders in Windows Explorer settings.
3. Remove the config_4.xml file from that folder.
This will reset the Viewer settings. Your address books won't be affected by this action.
4. Run the Viewer and try registering it with your license key again.

Please let us know if the issue persists.

Hello Anthony,

I apologize for a somewhat misleading previous reply.

Could you please send us a screenshot of your Host settings, namely the window where you've set permissions for the account that is used to authorize on the remote Host? You can send the screenshot to support@remote-utilities.com.

Looking forward to your reply.

Hello David,

Sorry for the late reply.

The screen brightness issue you've encountered might be a side effect of using the monitor driver. Could you please clarify if you have the monitor driver installed on the Host machine? If you're not sure, you can check this 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. If you have the monitor driver installed, then the Uninstall button would be clickable:


Please note, that the monitor driver is only needed for the blank remote screen feature. Therefore, If you do not use the blank remote screen feature, you do not need to install the driver.
You can uninstall it by clicking the Uninstall button. You also avoid the driver installing in the future, if you deselect the Install monitor driver checkbox when installing the Host:


Here's a related KB article about the monitor driver: https://www.remoteutilities.com/support/kb/what-is-a-monitor-driver/

Hope that helps.

Hello Aaron,

Thank you for your message.

Could you please clarify if you have tried the solutions that are listed in this KB article: https://www.remoteutilities.com/support/kb/full-control-and-view-mode-isn-t-working-or-is-unstable/?

In addition, please let me know if it's possible to try connecting to this Host from another Viewer machine, or from the same Viewer to another Host?

Looking forward to your reply.

Hello David,

Thank you for your message.

Could you please clarify if you're getting any error messages when pasting the license key?  For example, Invalid registration key?
Please try referring to this KB troubleshooting guide: https://www.remoteutilities.com/support/kb/invalid-registration-key-when-registering-remote-utilities/

Also, please note, that if you copy the license key from some mail client, like Outlook, the formatting of the key might be somehow corrupted. In this case, please try copying the key from the downloaded txt file that you received to your mailbox.

Please let me know if the issue persists.

Hello James,

Thank you for your patience.

I checked with my coworkers on the issue. Unfortunately, the issue you've encountered is expected behavior. It's required to be this way, otherwise, the blank screen feature would not work for machines running on the latest versions of Windows 10. The issue occurs because the graphics driver is temporarily disabled and the system driver is used by default while the blank screen is enabled.
However, we will try to implement another method for blanking the remote screen, without the driver engagement in our future updates.

I'm sorry if this makes the program less useful for you.

Hello Anthony,

Thank you for your message.

Please try referring to this Internet-ID connection troubleshooting guide and see if it helps to resolve the issue.

Let me know if the issue persists.

Hello James,

Thank you, we received the video.

I will forward the issue along with the video to our developers and ask for their input.

I'll get back to you with their reply soon.

Hello James,

Thank you for your message.

Could you please clarify if I'm right in assuming that when you turn the blank screen feature you're not able to see both left and right monitors? Or do you mean that all three monitors are shown compressed to one central monitor?
Could you please send us some screenshot or a short video where the issue could be seen? You can send it to support@remoteutilities.com.

Looking forward to your reply.

Hello Mark,

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

Thank you for your suggestion. I will forward it to our developers for review to see if it can be added to our roadmap.

Please let us know if you have more questions.