Pauline's community posts

Hello Chris,

Thank you for your message.

Could you please try uninstalling your Host completely as described by following this tutorial, then re-installing it from scratch and connecting to the Host once again to see if the issue persist?
If the issue persists after re-installing as well, please also try referring to this troubleshooting guide and see if the solutions listed there help to resolve the issue.

Finally, if the solutions above didn't help, please feel free to send us the latest Host logs for examination. You can locate the Host logs in the following folder: C:\Program Files (x86)\Remote Utilities - Host\Logs\. You can send the log files to support@remoteutilities.com.

Hope that helps.

Hello Basil,

Thank you for your message.

This was a known issue that was fixed in the most recent updates. Please make sure that you have both Host and Viewer updated to the latest version 7.1.2.0 and there's no version mismatch which can lead to performance issues or some features not working.
You can upgrade your Remote Utilities installation to the latest version by following this guide.

If your Host and Viewer are already updated to the latest version, please try enabling the Use legacy capture mode feature in the Host Settings -> Other tab and see if this helps to resolve the issue. After enabling the feature, please restart Host in order for the changes to be applied.

Hope that helps.

Hello Emir,

Thank you for your message.

Unfortunately, we cannot assist you with setting up the Myrtille URL. However, please consider enabling the Sign in automatically feature in the Sign in window in the main Viewer window. In addition, please try using our URI Generator to run Viewer with some certain parameters.

Hope that helps.

Hello Dean,

Thank you for your message.

Unfortunately, currently this is expected behavior since Viewer fetches the information about the Host's version only after you've connected/signed in to the remote Host at least once after updating it. However, we already plan to fix this in our future updates and improve the mechanism of updating the Host's version in the Viewer's address book. Sorry for the inconvenience.

Hope that helps.

Hello,

Thank you for the clarification and the provided details.

I will forward your feature suggestion to our development department for a review to see if we can implement it in our future updates.

Please let us know if you have more questions.

Hello Patrick,

Of course, please feel free to let us know if the issue persists or if you have more questions.

Thank you.

Hello John,

Of course, I will forward your suggestion for the video for a review. Thank you!

Please let us know if you have more questions.

Hello Patrick,

Thank you for your message.

Could you please clarify if you're adding the location information for the Comment column in the Comment field in the Connection Properties window -> Additional Properties tab? If this is the case, then please make sure that you click the OK button in the Connection properties window in order for the changes to be saved.

If the above applies and it's exactly how you add the additional text for the Comment column, but the issue persists, then it might be occurring if the Viewer's configuration file was somehow damaged (perhaps, by some firewall/antivirus software activity).
Please, try the following and see if this helps to resolve the issue:
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. However, you will need to register your Viewer once again.
4. Run the Viewer and try adding the text for the Comment column once again.

Hope that helps.

Hello Stuart,

Thank you for your message.

Could you please clarify if you mean that you want to push-install the Host across your Windows network using GPO? If this is the case, please make sure that the admin$ (admin share) is allowed on the remote machines and you have access to it.
If you mean something else, please let us know.

Looking forward to your reply.

Hello John,

Thank you for your feedback.

Actually, we already have a quick guide on setting up the port forwarding here. Unfortunately, we most probably will not be able to make more in-depth tutorials on setting up the port forwarding rules since these are network-related settings/configurations and we believe that the firewall's vendor will definitely have a more detailed guide on bypassing/forwarding the ports within their specific firewall. Please also note that according to our Support Policy, we can only provide support on Remote Utilities software itself and not the third-party software.

Hope that helps.