Pauline's community posts

Hello,

Thank you for your messages.

Could you please double check if the Host service startup mode is set to Auto?

If it's set to Auto, then please try solutions listed in this Knowledge Base article: https://www.remoteutilities.com/support/kb/host-service-won-t-start/

Also, I highly recommend that you add the Host installation folder to antivirus software exceptions list to avoid future problems in this regard.

In addition making any changes to the Host Settings via the Viewer makes no difference

Unfortunately, we couldn't reproduce this issue. The issue probably occurs because the Host service is not restarted after the changes to the Host settings are made. Please try solutions from the article above and see if it helps.

Please let me know if the problem persists.

Hello Pepa,

Thank you for your message.

I will restart the computer tomorrow and then test how it behaves.

Of course. Please let us know if the issue persists.

Looking forward to your reply.

Hello Pepa,

Thank you for your message.

Could you please try enabling the legacy capture mode and see if that resolves the issue? It's in the Host options:

Let us know if the issue persists.

Hello Musi,

Thank you for your message.

Please try referring to this troubleshooting guide: https://www.remoteutilities.com/support/kb/cannot-connect-using-direct-connection/

Let me know if the problem persists.

Hello Pepa,

Thank you for your message.

Unfortunately, we couldn't reproduce the issue. However, I've already forwarded this issue to our 2nd tier and development and asked for their input.

I will get back to you soon with their answer.

Hello Alex,

Thank you for your message.

Could you please clarify if you mean the Agent module? If this is the case, could you please double check if you have the Run after reboot checkbox in the Agent window selected before a machine is rebooted?


Looking forward to your reply.

Hello Alex,

Thank you for your message.

Please check if the service startup mode is set to Auto in Host settings as it's shown on the screenshot:

If it is set to Auto and the service doesn't start, there might be an issue caused by an antivirus/security software.
Please try completely uninstalling the Host and then install it from scratch. Here's a related Documentation guide that might be helpful: https://www.remoteutilities.com/support/docs/installing-and-uninstalling/#Uninstalling_Host.

In addition, please add the Host installation folder to antivirus software exceptions list after the installation is completed.

Hope that helps.

Hello Michael,

Thank you for clarifying.

If the issue persists, please send us the Host logs to support@remote-utilities.com. Here is how to locate the Host logs: https://www.remoteutilities.com/support/docs/host-log/

Please let us know if you have more questions.

Hello Nathan,

Thank you for your message.

Could you please clarify if you use the RDP-over-ID mode?
If this is the case, the issue might be caused by a firewall. If your Windows Firewall is enabled on the remote PC, please make sure that the public checkbox is selected for "Remote Desktop" in the exclusion list:

In addition, please check the RDP settings on the remote side, namely the security settings. They might be too restrictive to allow the client to connect.

Hope that helps.

Hello Max,

Thank you for your message.

In order to save bandwidth/traffic, the session may pause automatically, especially if you minimize the Full Control window. However, it should unpause and get back to normal when you return. Could you please verify that Pause/Unpause manually is working in your case? Here is a corresponding toolbar menu item:


In addition, it would be helpful if you sent us Host logs. You can send them to support@remote-utilities.com.

Looking forward to your reply.