Community

Trying to Recover Viewer 6.10

Links used in this discussion

Frank Smith, User (Posts: 18)

Apr 03, 2021 8:43:21 pm EDT

Not sure why but Viewer 6.10 went blank... no connections.
Went to RemoteUtilities web and Older Downloads, re-installed Viewer
Recovered my License, got the zipped file, extracted "Key1.txt" to a folder.
Opened Viewer, went to License Key storage
Could NOT drag & drop key1.txt to the Add box as shown in tutorial
Plus using Ctrl+N did nothing

Stuck with no connections.... need some help

Conrad Sallian, Support (Posts: 2926)

Apr 05, 2021 3:39:17 am EDT

Hello Frank,

Dragging the key in to the License key storage is only needed if you have Viewer ver. 7. In version 6 you can just paste the key as before.

As for the address book, you might want to restore your address book from a backup. This guide explains how to do that https://www.remoteutilities.com/support/docs/backing-up-address-books/#Restoring_an_address_book_from_a_backup

Hope that helps.

Frank Smith, User (Posts: 18)

Apr 05, 2021 11:00:50 am EDT

Support level: Free or trial

Hi Conrad
thanks, got my address book back.

A couple notes on the tutorial:
After finding the folder to Restore)YYYY-MM-DD_connections_4_general.zip, unzipping to the work folder
The work folder now has to folder without the zip extension.
You have to drill down two levels to get to the needed file connections_4.xml
Dumb me was trying to post the whole folder--- mind fog when you are 82 !!

When opening Viewer, you need to click on Menu item Manage and not Tools

thanks again,
Frank

Pauline, Support (Posts: 2573)

Apr 05, 2021 5:28:52 pm EDT

Hello Frank,

We're glad to hear we were able to help!

Thank you for your feedback! We will be further improving our Documentation to adjust it to some new features we've recently added, so we'll take note and will correct what you've pointed at.

Please let us know if you have more questions or if you need our further assistance.

Frank Smith, User (Posts: 18)

Apr 05, 2021 7:09:18 pm EDT

Support level: Free or trial

Hello Polina
While restoring "connections_4.xml" did solve all my problems... there still hangs the issue of why
recovering my license "key1.txt" did not work... unable to post "key1.txt" to the License Storage routine.
Drag & Drop, Copy & Paste or CTRL+N did not work

While I have all my connections back the Viewer is still in "Trial Mode... 31 days left"
How can I reset to my valid license (Key1.txt) as before ??

Edited:Frank Smith - Apr 05, 2021 7:46:13 pm EDT

Pauline, Support (Posts: 2573)

Apr 06, 2021 1:46:26 pm EDT

Hello Frank,

Thank you for your message.

Could you please let me know if you've tried opening the license key file in a plain text editor, e.g. Notepad, copying it from there and then pasting in the License Key Storage? If you've already tried this, but was unable to register your Viewer, then the issue might be caused by the Viewer configuration file being somehow damaged/corrupted.
Please, try the following:
1. Fully exit the Viewer File -> Exit.
2. Locate the file config_4.xml in the C:\Users\[Your_username]\AppData\Roaming\Remote Utilities Files\ folder.
Please note that the AppData folder might be hidden by default in which case you need to enable "Hidden files and folders" in Windows Explorer settings.
3. Remove the config_4.xml file from that folder.
This will reset the Viewer settings. Your address books won't be affected by this action.
4. Run the Viewer and try registering it with your license key once again.

Please let me know if this worked for you.

Frank Smith, User (Posts: 18)

Apr 06, 2021 6:24:24 pm EDT

Support level: Free or trial

Got it... solved but "cheated"
config_4.xml opened in editor and it was empty
I have Viewer on two machines... copied xml from "good" machine to the "bad" one
Problem solved.
Your hint of opening the xml in an Editor was the big clue
thanks.

Pauline, Support (Posts: 2573)

Apr 07, 2021 3:06:42 pm EDT

Hello Frank,

I'm glad to hear it works for you now!

config_4.xml opened in editor and it was empty

Yes, this confirms that the configuration file was somehow damaged which, in turn, caused the issue with the license key.

Please feel free to post another message if you have more questions.

Submit a reply

^* Website time zone: America/New_York (UTC -4)