Pauline's community posts

Norton Security not showing screen content on remote connection.

Pauline, Support (Posts: 2788)

May 17, 2024 5:54:07 pm EDT

Hello Peter,

Thank you for your patience.

I've checked with our developers - this issue might be caused by the antivirus's security mechanisms preventing the screen capture. The only solution that might help here, is to reach out to the Norton support team to see if they can let you know if/how this feature can be disabled within their software.

Let us know if you have more questions.

MSI Configurator feature request: send to URL not SMTP

Pauline, Support (Posts: 2788)

May 15, 2024 12:50:21 pm EDT

Hello Michael,

Thank you for your message.

As an alternative to sending access code via email, you can set up automatic import of new Hosts into your synced address book via RU Server. Here’s a guide on how you can do so.
This way, each time a new Hosts connects to your RU Server, it’s automatically added to your synced address book and you can further sort it if needed.

Let us know if you have more questions.

Beta testing: Remote Utilities for macOS/Linux

Pauline, Support (Posts: 2788)

May 14, 2024 4:30:32 pm EDT

Hello yesadmin,

I will forward the issue to our development department to see if we’re able to reproduce it in our environment to implement a fix or if they’re able to provide any further feedback.

I’ll get back to you with an update on this shortly.

Beta testing: Remote Utilities for macOS/Linux

Pauline, Support (Posts: 2788)

May 10, 2024 7:28:48 pm EDT

Hello,

Thank you for your message.

We haven't received any other reports for similar issues regarding Linux compatibility. Would you be able to update your Linux Ubuntu to the latest version 24.04 and see if the issue still persists when using Agent with the latest version?

Looking forward to your reply.

Norton Security not showing screen content on remote connection.

Pauline, Support (Posts: 2788)

May 09, 2024 4:54:19 pm EDT

Hello Peter,

Thank you for the confirmation.

I will forward the issue to our developers to see if they're able to provide any input on this.

I'll get back to you with an update on this shortly.

Norton Security not showing screen content on remote connection.

Pauline, Support (Posts: 2788)

May 08, 2024 7:06:03 pm EDT

Hello Peter,

Thank you for the confirmation.

Could you please also try enabling Use legacy capture mode on your remote Host where the issue occurs? You can find it in the Host Settings -> Other settings tab. After enabling the feature, please make sure to restart your remote Host to apply changes.

Let us know if this helps.

Beta testing: Remote Utilities for macOS/Linux

Pauline, Support (Posts: 2788)

May 08, 2024 7:00:01 pm EDT

Hello,

Thank you for your message.

Could you please double-check that you have the latest version of Agent for Linux currently downloaded (version 1.0.17.q Beta 17)? In addition, please try downloading Agent once again from scratch and see if you can run its new instance.
We will also try to reproduce the issue in our environment to see if we can find and implement a fix for it.

Let us know if this helps to resolve the issue.

Norton Security not showing screen content on remote connection.

Pauline, Support (Posts: 2788)

May 06, 2024 3:56:56 pm EDT

Hello Peter,

Could you please confirm if both of your machines are running the same version of Norton 360 Premium? In addition, please let us know if you’ve already tried contacting Norton’s technical support team to see if they might be able to assist you with this issue?

Looking forward to your reply.

Norton Security not showing screen content on remote connection.

Pauline, Support (Posts: 2788)

May 03, 2024 8:04:42 pm EDT

Hello Peter,

Could you please double-check that both your Viewer and the remote Host in question are updated to the most recent version 7.2.2.0.? Sometimes version mismatch might cause such minor issues, so it's best to always keep all Viewers and Hosts updated to the most recent version. Here's a guide on how to update Remote Utilities.

Hope that helps.

Norton Security not showing screen content on remote connection.

Pauline, Support (Posts: 2788)

May 02, 2024 8:01:03 pm EDT

Hello Peter,

Have you tried restarting Host and reconnecting to it after enabling the feature? Is this the only window you're having this issue with or is there any other software that has similar behavior when viewed in remote session?

Looking forward to your reply.

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