Pauline's community posts

Hello John,

Thank you for your message.

Yes, this issue definitely can be caused by the graphics card changes. What we can recommend here is to enable the Use Legacy Capture Mode feature if you haven't done so yet or use a HDMI dummy plug in adapter - this is what tends to help with similar issues related to headless Host machines.

Let us know if you have more questions.

Hi Robert,

Thank you for your message.

I’m glad to hear you were able to figure out the issue and it works for you!  Please feel free to let us know if you have any questions or need our assistance.

Thank you.

Hello Tony,

Thank you for your message.

Have you already tried enabling the Use legacy capture mode as described in this guide? If you haven’t done so yet, please try enabling it and see if this helps to resolve the issue.

Hope that helps.

Hello,

Thank you for your message.

It seems that the issue might be caused by a mismatch in the Kerberos authentication process due to the following factors:
1.  Different Domains: since the Viewer PC and the hosts are in separate domains, Kerberos requires proper cross-domain trust to authenticate. If there's no trust relationship between the two domains, authentication will fail.  Please try verifying if the domains have a two-way trust configured. If not, set up the required trust relationship or ensure both systems are in the same domain for Kerberos to work.

2. Time Synchronization: Kerberos authentication is sensitive to time discrepancies. If the clocks between the Viewer PC, Host PC, the self-hosted RU Server, and the domain controllers are not in sync, it will fail.  Please double-check to ensure all machines are synchronized to the same NTP server.

3. Password Incorrect Error: The error suggests authentication attempts with invalid credentials. Ensure:  
 - The correct username/password is used.  
 - The account has not been locked out due to failed attempts.  
 - The account being used has permission to authenticate against the target system.

4. Last but not least, fallback to NTLM: since NTLM is disabled, any fallback attempts by Remote Utilities will fail if Kerberos isn’t configured correctly. Ensure Kerberos is the only supported and functional authentication protocol.

Finally, double-check the Connection Properties -> Security to ensure Kerberos authentication is properly enabled and configured.

Hope this helps!

Hello Alan,

Thank you for your message.

Thank you for sharing your thoughts! You can disable clipboard capture directly in the Host Settings under Other settings. Here’s the link to the relevant instructions for more details.

Regarding your suggestion for easier access to this setting, we really appreciate your feedback. I will forward this to our development team to see if improvements can be made in future updates.  

Hope that helps.

Hi Keith,

I’m glad to hear you were able to find a workaround and it works for you now!
You can also save the configuration settings for your RDP connection - you just need to close the RDP window after applying changes (instead of clicking Connect and click Save in the connection properties window - this should save the setting for the next time you initiate the connection.

Hope that helps.

Hello Keith,

Thank you for your message.

Have you already tried enabling the Use legacy capture mode feature to see if it helps to resolve the issue? If you haven’t done so yet, please try enabling it following this guide and see if this helps with the issue.

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

Hello Patrick,

Thank you for your message.

To install the Host with pre-defined settings and an authentication method, you’ll need to use a custom installation package. Are you currently using one? If not, it’s necessary to create and use a custom installer for this setup.  
You can generate a new installer using the MSI Configuration Tool via Viewer of the latest version (7.6.2.0). Here’s a guide to help you through the process.

Hope that helps.

Hi Dan,

Thank you for letting us know that you were able to complete the installation successfully!  

We will now close this thread to mark it as resolved. However, if you have any further questions or need assistance in the future, please don’t hesitate to reach out.  

Thank you!

Hello Dan,

Thank you for your message.

Please see our response in the ticket you’ve submitted.
I’m attaching it here as well, just in case:
It sounds like the update process for Viewer is being mistakenly blocked, potentially by your antivirus software or Windows Security. To resolve this, try adding Viewer to the exception list of your antivirus or Windows Security. Here’s how you can do it:

1. For Antivirus Software:
- Open your antivirus program.
- Look for settings related to Exceptions or Exclusions.
- Add the Viewer installation folder to the list.

2. For Windows Security:
- Go to Start -> Settings -> Privacy & Security -> Windows Security -> Virus & Threat Protection.
- Under Virus & Threat Protection Settings, click Manage Settings.
- Scroll down to "Exclusions" and select Add or Remove Exclusions.
- Add the Viewer installation folder.

Once you’ve done this, try running the update again. If the problem persists, you might also want to temporarily disable the antivirus during the update (just don’t forget to re-enable it afterward).

Let us know if this helps.