Polina's community posts

Hello Luis,

Thank you for your message.

Please note that we've already updated Viewer for Mac/Linux and the latest version 1.0.10.q Beta 10 is available for download on this page. Please note that the licensing in the latest version 1.0.10.q Beta 10 works the same as for Viewer for Windows, i.e. you can use Viewer in trial mode for 30 days after which you need to register your Viewer with your license key.

Please let us know if you have more questions.

Hello Leo,

Thank you for your message.

This issue might have occurred if the address book file was somehow damaged/corrupted, for example by some antivirus/firewall software activity.
In order to restore your existing connections, please try restoring your general address book fr om an automatically created backup file by following these steps:
1. Navigate to the backups folder \%AppData%\Roaming\Remote Utilities Files\backups\ and sel ect the backup copy that you want to restore. We recommend that you select a backup file created a few hours before your connections disappeared or even a backup file fr om a day before. Backup files are stored in the ZIP format and use the mask YYYY-MM-DD_connections_4_general.zip, e.g. in this case you can sel ect the file named 2021-07-20_connections_4_general.zip.
2. Unzip the file to a location on your computer wh ere it will be safe fr om accidental deletion (for example, you can create a dedicated folder in a safe directory).
3. Open Viewer, navigate to the Tools tab and click on the Manual import button:


4. Sel ect General address book in the dropdown list and click OK. You can leave the Replace existing checkbox clear, so any new connections that you currently have in your address book will stay intact and the import will simply add older connections to the address book.


5. In the Windows file selection dialog locate the backup XML file (the one named YYYY-MM-DD_connections_4_general.zip) that you unzipped on Step 2 and click Open. Your General address book will be populated with records fr om your backup file.

In case if the address book that you want to restore is encrypted (with the .encrypted extension) , the process stays the same - the only difference is that the program will ask you to enter your encryption password before it can import the contents of the source address book into the target address book. Please note that if you want to encrypt your new address book then you need to enable encryption feature once again if you haven't done so yet.

i bought pro liecence key but when i sent to support it says basic.

Could you please clarify if you mean that your license level says "basic" on your profile on our website? If this is the case, then please try logging out and then back in to your account as it displays the Support level for your account correctly as PRO (and you're able to submit tickets as well which is not available for the Basic support level):


In case if you mean something else, please let us know.

Hope that helps.

Hello David,

Thank you for the clarification.

Unfortunately, we couldn’t reproduce the issue with the original file being removed when canceling the file transfer. However, I’ll forward this to our development department as well and will ask for their input on this issue. Sorry for the inconvenience.

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

Hello Mike,

Thank you for the clarification.

In this case could you please double-check with your customer if she has any software installed on her Viewer machine that might be able to obtain control over the clipboard content?
In addition, please also check if this specific Viewer has the Do not synchronize clipboard feature enabled. This feature can be found in the Viewer Options window -> Remote Screen tab - in case if the feature is enabled, please try deselecting the checkbox to turn it off and restarting Viewer.

Hope that helps.

Hello Mike,

Thank you for your message.

Could you please double-check if you have the Disable clipboard transfer feature enabled in the Host Settings -> Other tab?

If the feature is enabled, please try deselecting the checkbox and restarting Host in order for changes to be applied.

Hope that helps.

Hello Oscar,

Thank you for the clarification.

In this case, for now you can only screenshot the remote session window via the standard method of taking screenshots on Android devices as described on this Google Help Center page.
However, we do plan to revamp and improve our mobile Viewer, including the implementation of a full-fledged address book, so, perhaps, a screenshot command might be available as well in our future updates. Sorry for the inconvenience.

Please let us know if you have other questions.

Hello Magnus,

Thank you for your message.

We definitely plan to implement the File Transfer connection mode in one of the subsequent releases of Viewer for Linux and Mac. Unfortunately, we cannot provide any specific ETA on when the connection mode will be available. However, with each release we update the list of the features available in the current beta version of Viewer for Mac/Linux, so as soon as the File Transfer connection mode is available you will see it on the list in the very first message on this page.

Please let us know if you have more questions.

Hello Paul,

Thank you for your patience.

Unfortunately, we still haven't received an email yet. However, I've emailed to the address that is connected to your account on our Community Forum myself, so you can simply reply to this email instead.

Looking forward to your reply.

Hello Paul,

Thank you for your message.

I've double-checked our inbox, but, unfortunately, it seems like we haven't received any emails from you regarding the issue. Could you please try re-sending it to us once again to support@remoteutilities.com?

Looking forward to your reply.

Hello David,

Thank you for the clarification.

It's not related with the file size. OS: Windows 7 on both sides.

I've checked the File Transfer mode with Windows 7 on both sides just in case, but, unfortunately, couldn't reproduce the issue. Could you please clarify if this issue occurs with files of any sizes/format extensions or only with the files of 0 bytes like you've mentioned in your other message?

When trying to copy a file or a group of files or directories, whenever it finds a zero bytes file, it results in an error, breaks the process and it doesn't copy that file.

Thank you for letting us know. We've managed to reproduce this issue - I will forward it to our developers and ask for their input on this to see if it's expected behavior for empty files or if this can be fixed in future updates.

Looking forward to your reply.