Pauline's community posts

Hello Marco,

Thank you for your message.

Please try enabling the Use legacy capture mode feature on one of your Hosts. You can enable it in the Host Settings -> Other tab.
After enabling the feature please make sure to restart your Host to apply changes.
In addition, please also make sure that your Android OS on the device is updated to the most recent available version as well.

Let us know if this works for your or if the issue still persists.

Hello Amjad,

Thank you for your message.

Have you already tried the solutions suggested in this guide? If you haven't tried some of them, please do so.
If none of the solutions in the guide above help, please feel free to send us the following data to help further diagnose the issue:
1. Windows System Events Log
2. Host settings registry key
3. Host log file/files
The guide above provides steps to collect the files as well. You can send them to support@remoteutilities.com.

Looking forward to your reply.

Hello John,

Thank you for the additional details.

I'll forward your feedback to our developers as well and we will further test this out to see if we can reproduce the same behavior.

Let us know if you have other questions.

Hello Fausto,

In case if you still have Host installed on your machine and keep getting the same error when launching it, could you please send us the screenshot of the error message? Also, please try adding Host installation folder to the exception list of whatever antivirus software you have installed on the computer (even if it's just standard Windows Defender), you can follow this guide to do so.

Looking forward to your reply.

Hello John,

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

Feel free to post another message if you have more questions or need our assistance.

Hello Fausto,

Thank you for your message.

Have you tried uninstalling Host completely as described here and then re-installing it from scratch after the error occurred? If this issue was caused by some damaged/corrupted Host files, this might have helped to resolve the issue.

Hope that helps.

Hello John,

Could you please verify that the issue with the cursor occurs only on one specific Host or if it occurs always regardless of the Host you’re connecting to?

Looking forward to your reply.

Hello,

Thank you for the additional details. We'll see if we're able to reproduce it or if it might be something related to the Thinkpad laptops specifically.

I'll keep you updated on the issue.

Hello John,

Perhaps, it was some temporary glitch. I'm glad to hear that it works for you now!

I'll let you know once there's an update regarding the Shift key.

Hello John,

Yes, when you restart Host, Viewer will wait for it to restart and try re-connecting to it in the same session automatically.
Please try restarting your Viewer as well (make sure to fully exit it with File -> Exit) and see if this helps to fix the issue with the Windows key.

Let us know if this helps.