Pauline's community posts

Hello John,

Thank you, we will examine your logs and get back to you.

Could you please clarify if you use the RDP-over-ID feature?
If this is the case, please consider using the Full Control and View mode. Or you can connect to a remote PC directly using RDP through VPN.

In some cases, there might be connection drop issues when using the RDP-over-ID feature. This is a known issue and we will be fixing this issue in the future, but unfortunately, no ETA can be given yet.

Hope that helps.

Hello Michael,

Thank you for your message.

Authorization: Custom Server Security (both check-boxes On)

Please try to sel ect the Auto option in the Authorization tab in connection properties. If you have both Custom server security and Single password enabled as your authorization method, with the Auto option enabled the Viewer will use Custom server security, because it goes before Single password security in the priority list.
In order to enable Auto please do the following:
1. In the main Viewer window right-click on the remote connection and choose Properties.
2. Navigate to the section Authorization and in the dropdown menu choose Auto.


Also please clarify if your server is located in the same LAN as the Viewer or Host and if you use the server's external address? If this is the case, please try using its internal address to connect within your LAN.

Single Password Security on, but do I even need it for not LAN connections?

Single Password is one of the authorization methods. You must authorize on a remote Host regardless of connection type. Here's a related article on  authorization methods you can choose fr om.

Also, it's not necessary to use the RU server as a relay server and the Custom Server Security simultaneously. For example, you can use a direct connection and still use a Custom Server Security as the authorization method.
Of course, the server should still be directly accessible for Viewers and Hosts.

Please let me know if you have more questions.

Hello John,

Could you please send us html log files to support@remote-utilities.com?
Due to privacy reasons, we encourage our users to avoid publishing their logs and other private information in this forum.

Thank you.

Hello John,

Thank you for your message.

Could you please send us the Host logs for examination? Here is how to locate the Host logs: https://www.remoteutilities.com/support/docs/host-log/
You can send them to support@remote-utilities.com

Looking forward to your reply.

Hello Michael,

Thank you for your message.

The issue might be caused by an antivirus or a firewall software having a self-protection feature enabled. This feature prevents the software settings to be manipulated remotely and it might be the reason that prevents mouse-clicks from working.
Please refer to the related article in our Knowledge Base: https://www.remoteutilities.com/support/kb/cannot-edit-antivirus-software-settings-remotely/

Hope that helps.

Hello,

Thank you for your message.

Please try to enable the feature Capture alpha-blending windows:
1. In the main Viewer window right-click on the remote connection and select Properties.
2. Navigate to the Additional Properties section and select the Capture alpha-blending windows checkbox:



Here's a related guide in our Knowledge Base: https://www.remoteutilities.com/support/kb/some-windows-or-menus-are-not-visible/

Hope that helps.

Hello Boris,

We reproduced the issue and we will investigate it.

Please try to use a "Connect through Host" feature or cascade connection. It allows you to connect to a target Host through another Host that acts as an intermediary. Here's a related guide on establishing the cascade connection.

Hope that helps.

Hello David,

Thank you for your message.

I'm glad to hear you figured out the port issue.

also, how can I customize the rdp settings, such as screen size, full screen, smart scaling, etc.

To customize the RDP settings please do the following:
1. In the main Viewer window right-click on the Host icon and choose Properties.
2. Go to the tab Connection -> RDP.
3. Click Configure.
4.  The native RDP window will open where you can customize the connection settings.

is there a way to use a .rdp file

Unfortunately, the RDP mode in the Remote Utilities doesn't allow to open .rdp files. To customize the connection settings, please follow the steps above.

Hope that helps.

Hello Boris,

I'm glad to hear you have figured out the issue.

Thank you for the details. We will try to reproduce the issue and get back to you soon.

Hello,

The issue has been fixed. Please update to the latest version, it's available to download here: https://www.remoteutilities.com/download/mobile.php

Please let me know if you have more questions.