Pauline's community posts

Hello,

Thank you for your message.

I will forward this information to our development department, so we can test this out in our environment and see if we're able to reproduce the issue. Thank you for your input.

Please let us know if you have other questions.

Hello Pete,

Thank you for your message.

Could you please try fully uninstalling Viewer following this guide and then re-installing it from scratch? Full uninstallation cleans up all remaining traces of the software, so if there's a damaged/corrupted file that might be causing the issue, this should help to fix it.
In addition, please also make to add Viewer installation folder to the exclusion list of any antivirus software you might have as described here since the issue might be caused by a/v software mistakenly blocking/removing Remote Utilities from your computer.

Let us know if this helps or if the issue persists.

Hello Thomas,

Thank you for your message.

Unfortunately, we don't plan to release Host for Android in the nearest future. However, we might consider releasing it sometime in the future. Sorry for the inconvenience.

Let us know if you have other questions.

Hello Julia,

Thank you for your message.

Could you please let us know if the cursor has the black box around it at all times or only for certain types of cursor (for example, the input cursor when typing text)?

Looking forward to your reply.

Hello Richard,

Thank you for your message.

The black bars on the side of the screen are caused by the screen resolution difference between your Host and Viewer. Unfortunately, Remote Utilities has no control over the screen resolution of the remote Host, so there's currently no way to get rid of the black bars. The only solution we could suggest is using the "Fullscreen Stretch" view mode. However, we plan to implement a feature that would allow adjusting remote screen resolution within your Viewer, so that it's possible to match up remote screen with a local one. Hopefully it will be available in one of our future updates, but there's no specific ETA on it yet.

Let us know if you have other questions.

Hello,

Thank you for the update on the issue. I'm glad to hear that the connection works for you now!

Please feel free to let us know if you have more questions or need our assistance - we're always happy to help.

Hello Bill,

Thank you for your message.

Unfortunately no updates on the feature availability so far. Hopefully we will be able to implement it in one of our future updates as soon as possible, but we can’t  provide any specific ETA for now. Sorry for the inconvenience,

Let us know if you have other questions.

Hello,

Thank you for your message.

Could you please try enabling the Use legacy capture mode feature in the Host Settings -> Other tab and see if this helps to resolve the issue? Please make sure to restart Host after enabling the feature in order for the changes to be applied.

Hope that helps.

Hello Jason,

Yes, having your Viewer registered with a commercial license will make it capable of connecting to older versions of Hosts. Alternatively, it's always an option to update the Host manually - even if someone else has access to the remote machine, you can send them a custom One-Click installer or even the vanilla installer, both will do the job.

Let us know if you have more questions.

Hello Amjad,

Thank you for your message.

There might be a few factors that might cause this type of issue, the most common of them is antivirus software mistakenly blocking Remote Utilities. Before we can proceed with further troubleshooting, please check if any of the solution listed here might help to resolve the issue. In addition, please also make sure to add Remote Utilities in your a/v software exceptions list as described here.

Let us know if the steps above don't help and the issue persists.