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When connected to remote machine, File Transfer window is shown instead of remote screen

Hello. 

Having difficulties from yesterday to connect to remote machine. 

I tried couple of them and none of them working. 

When I connect it shows File Transfer window, however I did not click on it. When I cllose, all connections is closed. So I can't work. Before I'm jumping to **Third Party Product**, just wanted to submit the ticket. 

My OS: mac. Customers's OS: mac /windows. 

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Thank you. 

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  • Ups.

    Thanks for help.