Pauline's community posts

Hello Bobby,

Thank you for your message.

Please try upgrading your Remote Utilities installation to the latest version 7.1.2.0 by following this step-by-step guide and see if this helps to resolve the issue.

Hope that helps.

Hello Scott,

Thank you for your message.

This issue might be occurring if the address book file was somehow damaged/corrupted (perhaps, by some antivirus/firewall software activity). Please try removing both connections from your address book and re-adding them once again to see if this helps to resolve the issue.

In case if re-adding the connections doesn't help, please try removing your address book file connections_4.xml from the following folder: C:\Users\YOUR_USERNAME\AppData\Roaming\Remote Utilities Files\. This will clean up your current default address book. Before deleting the file please make sure to fully exit Viewer by clicking File -> Exit.
Then please try restoring your address book from an automatically created backup by following this tutorial.

Hope that helps.

Hello Louise,

Thank you for resending the log files.

Yes, we've received them this time, but somehow your email still ended up in the spam folder.
However, I've examined the log files you provided and it seems that your Host haven't been upgraded to the latest version 7.1.2.0 yet, i.e. the logs display that the Host is currently at the version 6.10.10.0.
Could you please try upgrading it via the Simple Update feature as described in the first post in this thread and see if you're able to connect to it after the upgrade?

Looking forward to your reply.

Hello,

Thank you for the clarification.

I will forward this issue to our developers and will ask for their input on it to see if this might be expected behavior or if there's something that can be done to fix the issue.  

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

Hello Mark,

Thank you for your input on the issue.

Yes, our developers have already confirmed that the File Transfer mode will be optimized and improved in our future updates which should fix the slow transfer speed issue as well. This should be implemented in one of our future updates, however, unfortunately, we can't provide any specific ETA on this yet.

Please let us know if you have other questions.

Hello Clayton,

Thank you for your message.

Could you please let us know what version of Remote Utilities do you use? In addition, please provide us the Host log and Viewer log files for examination. You can send the log files to support@remoteutilities.com or provide them in a ticket via the Ticket System.

Looking forward to your reply.

Hello Woody,

Thank you for your post.

We appreciate your input! Hopefully, it will help other users if they might face a similar issue in the future.

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

Hello Norbert,

Thank you for your message.

Please try referring to this Direct connection troubleshooting guide and see if any of the solutions provided there help to resolve the issue.
In case if following the troubleshooting guide does not help, please feel free to provide us the Host log files that you can locate in the following folder:
C:\Program Files (x86)\Remote Utilities - Host\Logs\
You can send the log files to support@remoteutilities.com or submit them in the ticket in the Ticket System.

Looking forward to your reply.

Hello Mark and Louise,

Mark, thank you for the provided log files. We will examine them and forward to our developers for further investigation, if necessary.

Louise, unfortunately, it seems that we haven't received an email with your log files. Could  you please try resending it to support@remoteutilities.com once again?

Thank you.

Hello Chas,

Thank you for your message.

Currently the message can only be removed when connecting to a remote Host via Direct connection or fr om a Viewer registered with any commercial license.
However, we plan to implement an improvement that will allow users to hide this notification banner on the Viewer's side. We hope to make this available in one of our next update, however, we're still investigating this option, so there's no specific ETA on this yet.
In addition, it will be possible to change the corner wh ere the notification banner is displayed - this feature will be available in one of the next updates as well.

Hope that helps.