Pauline's community posts

Hello Patrick,

Thank you for your message.

To install the Host with pre-defined settings and an authentication method, you’ll need to use a custom installation package. Are you currently using one? If not, it’s necessary to create and use a custom installer for this setup.  
You can generate a new installer using the MSI Configuration Tool via Viewer of the latest version (7.6.2.0). Here’s a guide to help you through the process.

Hope that helps.

Hi Dan,

Thank you for letting us know that you were able to complete the installation successfully!  

We will now close this thread to mark it as resolved. However, if you have any further questions or need assistance in the future, please don’t hesitate to reach out.  

Thank you!

Hello Dan,

Thank you for your message.

Please see our response in the ticket you’ve submitted.
I’m attaching it here as well, just in case:
It sounds like the update process for Viewer is being mistakenly blocked, potentially by your antivirus software or Windows Security. To resolve this, try adding Viewer to the exception list of your antivirus or Windows Security. Here’s how you can do it:

1. For Antivirus Software:
- Open your antivirus program.
- Look for settings related to Exceptions or Exclusions.
- Add the Viewer installation folder to the list.

2. For Windows Security:
- Go to Start -> Settings -> Privacy & Security -> Windows Security -> Virus & Threat Protection.
- Under Virus & Threat Protection Settings, click Manage Settings.
- Scroll down to "Exclusions" and select Add or Remove Exclusions.
- Add the Viewer installation folder.

Once you’ve done this, try running the update again. If the problem persists, you might also want to temporarily disable the antivirus during the update (just don’t forget to re-enable it afterward).

Let us know if this helps.

Hello John,

Thank you for your message.

Unfortunately, there’s no video-guide for the self-hosted RU Server for now. However, we definitely have it on our roadmap to make it available in the near future. In the meantime, you can follow this step by step guide and also please feel free to reach out to us if you have any questions along the way, we’d be happy to assist you!

Let us know if you have more questions.

Hello everyone,

Thank you for your messages.

It seems like there might’ve been a short downtime on some of our servers, but they all are already back up and running. We’re also currently looking into the issue to see what might’ve caused it.
We apologize for any inconvenience this might’ve caused.

Let us know if you have more questions.

Hello Gee,

I’m glad to hear we were able to help and it works for you now!

Please feel free to contact us again if you have any questions.

Hello Gee,

Thank you for your message.

Have you already tried enabling the Use legacy capture mode option for your Hosts? This usually helps to resolve similar issues.
If this does not work, you can also try plugging the HDMI cables out of at least one of the Hosts and if it works this way.

Let us know if this helps.

Hi Richard,

Thank you for the provided logs.

I've just forwarded the logs to our developers to see if they're able to investigate this further.

I'll keep you posted.

Hello Greenevelyne,

Thank you for your message.

Please try enabling the Use legacy capture mode feature in the Host Settings -> Other Settings and see if this helps to resolve the issue. After enabling the feature, please make sure to restart Host to apply changes.

Let us know if this helps.

Hello John,

Thank you for your message.

Unfortunately, we do not support Agent or Host for Android devices yet. We do currently provide beta version of Agent for Linux/Mac. We hope to be able to release the mobile version of Host and Agent in the near future. Sorry for any inconvenience.

Let us know if you have other questions.