Pauline's community posts

Hello Mike,

In this case, we would have to try and see if we’re able to reproduce the issue in our environment. In case if you find that the issue still reoccurs, please feel free to let us know or send any additional information you may have.

Thank you.

Hello Thomas,

Thank you for your message.

Have you already tried adding the Viewer installation folder to the exception list of your Windows Defender? If you haven’t done that yet, please try doing so following this guide.

Let us know if this helps.

Hello Mike,

Thank you for your message.

Could you please try adding Remote Utilities installation folders to the exception list of your a/v software (even if it is the default Windows Defender) and see if this might help to resolve the issue? You can follow this guide heree to do so.

Hope that helps.

Hi Steven,

Of course, feel free to send us the log files whenever it’s convenient for you.

Thank you.

Hello Steven,

Thank you for your message.

Do you have any antivirus software running on your mobile devices that cannot connect to the remote Hosts? Would you be able to send us the most recent Host log files? You can send them to support@remoteutilities.com.

Looking forward to your reply.

Hi,

Thank you for the clarification.

Would you be able to specify the file type (is it an image, an audio or a folder with multiple files) and the approximate file size for some of the files that have failed during the transfer process?

Looking forward to your reply.

Hello Alain,

Thank you for the clarification.

I will forward the issue to our development department so we can test it out in our environment to see if we can reproduce the issue and implement a fix for it.

I’ll keep you updated on this issue.

Hello Alain,

Thank you for your message.

Just to make sure, have you already added Remote Utilities installation folders to an exception list of you a/v software as described in this guide?

Looking forward to your reply.

Hello,

Thank you for your message.

Remote Utilities doesn’t have any limitations on the size file. One thing you could check is that both remote Host and Viewer are updated to the latest version and there’s no version mismatch. Version mismatch might cause some small issues, especially since the File Transfer mode was completely revamped starting version 7.
If the issue occurs for updated Hosts and Viewers, please let us know.

Looking forward to your reply.

Hello Rolf,

Thank you for the clarification.

I will forward the issue to our developers so we can investigate this further and try to reproduce it.

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