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Remote Utilities 6.12 Beta

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simon leith, User (Posts: 1)

Oct 03, 2020 9:21:04 am EDT

Support level: Free or trial
Thank you for a great product. I was running the current version and was having massive drop out issues with the viewer and remote printing. I have since upgraded to the Beta version 2 and it running with no problems on windows 10.  The only problem i am having is remote printing brings up blank documents.

Please could you shed some light on this issue.

The beta 2 is very stable in terms of performance and the upgrade was definitely required as the last current release is about a year old and windows 10 likes to update.

Polina Krasnoborceva, Support (Posts: 1011)

Oct 05, 2020 4:47:17 pm EDT

Hello Simon,

Thank you for your kind words!

Could you please clarify what type of document are you printing when the issue occurs? Is this happening with any file/document or with one specific format only?

In addition, could you please try printing the file using Microsoft to PDF or Microsoft to XPS and let us know if this works for the documents that are being printed blank?

Looking forward to your reply.

Peter Gray, User (Posts: 12)

Oct 05, 2020 5:51:39 pm EDT

Support level: Starter
Hello Polina and Simon

I too have had problems with reomote printing while working from home; I'm not doing that so much now, so won't be able to do much testing, but here's what I remember.

Viewer is 6.10.10.0 on Windows XP; can't upgrade to 6.12.2 beta, it won't work on XP.
Host was originally 6.10.10.0 on Windows 7, since upgraded to 6.12.2 beta.
Printer is Epson ET-2720

Most of my documents are A4 size, but the remote printing usually tries to print as 8.5 x 11 inch, there doesn't seem to be a way to tell it otherwise.  This is unfortunate, because the printer is set up for A4 paper.

Some (but not all) Excel spreadsheets come across as blank documents.

Sometimes, I have had a message that the remote printer has stopped working, then no document is received.

printing PDF files usually works OK (I use Foxit PDF viewer, and the prints come over as A4 if I tell it to use paper size same as document size, otherwise remote printer defaults to 8.5 x 11 inch)

Printing jpeg or other images from Irfanview seems to be able to set the paper size to whatever I want.

I would like to be able to upgrade the viewer.  Is there any prospect of a 6.12 beta 3 being released?

Best Regards, Peter.

cosmos, User (Posts: 32)

Oct 06, 2020 12:51:50 am EDT

Doesn't 6.12.12 work on Windows XP? This is rather serious, we have around 600 systems still running it. They will be replaced by new systems but not for another 6 months or so...
Edited:cosmos - Oct 06, 2020 12:52:05 am EDT

Polina Krasnoborceva, Support (Posts: 1011)

Oct 06, 2020 10:24:36 am EDT

Hello Peter and Cosmos,

Thank you for your messages and provided clarifications.

We will extensively test the remote printing feature to see if we can reproduce the issue with blank pages being printed when using the latest 6.12 Beta 2 version. We'll keep you updated on this issue in this thread.

As for the release date of the next update - unfortunately, we do not have any specific ETA on this, but we plan to release it as soon as possible. Hopefully, we will be able to do so by the end of this year.

As for the Windows XP compatibility - version 6.12.2.0 (Beta 2) is compatible with Windows XP and Windows XP is also listed among other OSs in the system requirements list on the download page.
There was an issue with using version 6.12 Beta 2 on machines running on Windows XP as Peter reported earlier in this thread (for more information please refer to page 6 of the current thread). However, this issue was already fixed by our development department and the fix will be definitely implemented in the next update for Remote Utilities. We will make sure to notify our users when the update is released. Sorry for the inconvenience.

Please let us know if you have other questions.

lim eng chau, User (Posts: 3)

Oct 08, 2020 4:16:44 am EDT

Support level: Free or trial
I can connect using Remote Utilities Viewer in office (Window 10), to PC at home (Win 7) using the agent (Internet ID and password) but I failed to connect using the Host installed in home PC. kindly help

Polina Krasnoborceva, Support (Posts: 1011)

Oct 08, 2020 9:58:35 am EDT

Hello Lim Eng,

Thank you for your message.

Before we can proceed to further troubleshooting, please try referring to this troubleshooting KB tutorial that might provide a helpful solution and help you in resolving the issue.

In addition, please try updating your Remote Utilities installation to the latest 6.12 Beta 2 version as the issue you're encountering on the remote Host machine might have already been resolved in the latest release.
The 6.12 Beta 2 version is available for the download on this page.
When updating please make sure to update both Viewer and Host/Agent as the version mismatch might cause performance issues and some features not working.

In case if the solutions above did not help and the issue persists even after updating to the latest 6.12 Beta 2 version, please feel free to send us the Host logs for examination. You can send the log files to support@remoteutilities.com. Please do not publish the log files on the forum as they're considered to be personal information.

Hope that helps.

Vladislav Vasilev, User (Posts: 1)

Oct 16, 2020 4:00:00 am EDT

Support level: Free or trial
I'm installing host6.12.b2, and this is what I see when I choose a language:
Attached Files

Polina Krasnoborceva, Support (Posts: 1011)

Oct 16, 2020 12:10:14 pm EDT

Hello Vladislav,

Thank you for your message.

Unfortunately, we couldn't reproduce the issue. The issue might have been caused by some files in the Host installation folder being somehow corrupted or deleted (perhaps, by some antivirus/firewall software activity).

Could you please try uninstalling the Host completely as described in this uninstallation tutorial and then re-installing it from scratch?
In addition, please try adding Host installation path to the antivirus/firewall software exception list as described here to avoid future issues in this regard.

Please let us know if the issue persists even after reinstalling the Host.
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