Pauline's community posts

Hello Todd,

Thank you for your message.

Could you please enabling the Capture alpha-blending windows checkbox in the Connection Properties window  -> Additional Properties tab and see if this helps to resolve the issue?

In addition, please also try enabling the Use legacy capture mode checkbox in the Host Settings -> Other tab and then restarting Host to see if this helps.

Please let us know if the issue persists.

Hello Michael,

Thank you for your message.

Unfortunately, the temporary license key has already expired since it was only valid until February 14. In this case, please update your Host manually by downloading the Host installation package of the latest version 7.1.2.0 on this page. Then run the installer on the target remote Host machine that needs to be upgraded and follow the steps provided by the installation wizard - Host will be upgraded automatically and all settings from the previous Host will be carried over to the new installation as well.

Hope that helps.

Hello Keith,

Thank you for your message.

Please try using this Microsoft Troubleshooter Tool and see if it helps to resolve the issue. This tool helps you to automatically repair issues when you're blocked fr om installing, updating or removing software. Simply download the troubleshooter tool from the link above, run it on the Viewer machine wh ere the issue occurs and follow the steps provided by the wizard.

Hope that helps.

Hello Audrey,

Thank you for your message.

Please note that the latest version of Viewer for Linux and Mac is currently 1.0.11.q (Beta 11) which is available for download on this page.
As of this writing, version 7.1.2.0 is only available for Remote Utilities for Windows.
In this case, you only need to upgrade your remote Host to the latest version 7.1.2.0. Unfortunately, the Simple Update feature is not available in Viewer for Linux/Mac yet, so in this case you will need to upgrade your Host manually - simply download the Host installation package of the latest version on this page, run it on the remote Host machine and follow the steps provided by the installation wizard. Your Host will be upgraded to the latest version and its existing settings will be carried over to the new installation automatically.
After upgrading your Host you should be able to connect to it from Viewer for Linux of the latest version 1.0.11q (Beta 11).

Hope that helps.

Hello Steven,

Thank you for your message.

It seems like the issue might have been caused by some antivirus/firewall activity that could mistakenly damage or delete some files fr om the Host installation folder or Host's registry key.
Could you please try fully uninstalling Host on the machine wh ere the issue occurs following this guide, then restarting the remote machine and re-installing Host from scratch to see if this helps to resolve the issue?
In addition, please make sure to add the Host installation folder to the exception list of the antivirus software installed on this machine: C:\Program Files (x86)\Remote Utilities - Host\.

Hope that helps.

Hello Michael,

Thank you for your message.

Please try clicking this link - the license key will be downloaded automatically. After the license key file is downloaded, please try registering your Viewer following this guide.

Hope that helps.

Hello Julie,

Thank you for your message.

Could you please clarify if you've registered your Viewer with the temporary license key provided in the upgrade guide? Please note that this a special temporary license key that we provided to our users, so that they can connect to their Hosts of version 6 in order to upgrade them.
If you haven't registered your Viewer with the provided license key yet, please download the license key file here and register your Viewer with this key following this guide.
After your Viewer is registered please try connecting to the remote Host once again and see if you're able to connect this way.
If your Viewer already was registered with this license key, but you still can't connect to the remote Host, could you please let us know if there's any antivirus software installed on the remote Host machine?

Looking forward to your reply.

Hello Werner,

In this case, the issue might be occurring if the MS Defender started to mistakenly delete/block the Host service. If you notice that this applies, please submit a false positive report to Microsoft here, so that MS Defender can remove the false positive detection - they usually resolve such issues pretty fast.

Follow your suggestions next time I'll be there.

Of course, please feel free to contact us if you have more questions or need our assistance.

Hope that helps.

Hello Martin,

Thank you for your message.

I have forwarded your input to our developers as well and have asked them to look further into this. Sorry for the inconvenience.
I'll get back to you with an update on this issue as soon as I hear back from our development department.

Please let us know if you have more questions.

Hello Julie,

Unfortunately, in this case you will need to access the remote Host machine manually in order to upgrade the Host. In case if the issue persists even after Host is upgraded to the latest version, please try referring to this KB troubleshooting guide and see if any of the solutions help to resolve the issue.
If none of the above helps, please let us know, so that we can look further into the issue.

Please let us know if you have more questions.