Pauline's community posts

Hello Kerry,

Thank you for your message.

Please try enabling the Use legacy capture mode feature in the Host Settings window -> 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.
You can also enable the feature via the Remote Settings feature - in this case Host will be restarted automatically after you submit the changes.

In addition, this KB page provides some additional solutions that might also help to resolve the issue.

Please let us know if the issue persists.

Hello Aaron,

I'm glad to hear that we were able to help and it works for you now!

In addition, we've updated your support level and it's displayed correctly as MINI now.

Please let us know if you have more questions.

Hello Aaron,

Thank you for your message and thank you for your support!

It seems like both issues might be caused by some Host files being somehow damaged/corrupted. Could you please try completely uninstalling your Host and cleaning up the installation traces as described in this full uninstallation tutorial? After uninstalling please restart you Host machine, re-install Host from scratch and connect to it once again from your Viewer to see if any of the issues still persists.

And my Support Level should be "Mini" I have purchased it. Can provide the key/email address etc.

Thank you for letting us know - we will manually update your support level on our side and will let you know when it's done or if we need any additional information.

Please let us know if the issues still persists after re-installation.

Hello Michial,

Thank you for your message.

Please try referring to this Internet-ID connection troubleshooting guide and see if any of the solutions provided helps to resolve the issue.

In case if none of the solutions provided in the guide helps, please feel free to send us the Host log files from the remote Hosts for examination. You can locate the Host logs in the following folder C:\Program Files (x86)\Remote Utilities - Host\Logs\ and send them to support@remoteutilities.com.

Hope that helps.

Hello,

In this case, please also try enabling the Use legacy capture mode feature in the Host Settings window -> 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.
You can also enable the feature via the Remote Settings feature - in this case Host will be restarted automatically after you submit the changes.

Hope that helps.

Hello Patrick,

Of course, in this case please feel free to send the logs whenever it's possible - we will check them for you right away.

Thank you!

Hello Patrick,

Thank you for the clarification.

Could you please let us know if you've tried logging in with the Use current security context checkbox enabled or with a domain selected (if applicable)? In case if these solutions don't help as well, please feel free to send us the Host log file for examination. You can send it over to support@remoteutilities.com.

Looking forward to your reply.

Hello Patrick,

Thank you for your message.

Could you please double-check if this specific Host has the correct user permissions set up? You can check the permissions for the Host in the Host Settings window -> Authentication tab. Please make sure that the corresponding users are added to the Host's permission list and that the connection mode you want to use is allowed for these users as well as described in this tutorial - for example, you can allow just Full Control or File Transfer modes or allow all modes by selecting All Access.

Hope that helps.

Hello,

Thank you for your message.

Please double-check if you have the Rendering of hosts cursor set to Always in the Connection Properties window -> Cursor tab.
If this is the case, please try switching it to View only mode active or Never and see if this helps to resolve the issue.

Hope that helps.

Hello Shane,

Thank you for your message.

Please note that I've responded in this thread in order to avoid duplication. In addition, please let us know if you've already tried full uninstalling Host as described here and re-installing it from scratch?

Looking forward to your reply.