Pauline's community posts

Hello David,

Thank you for your message.

Please try updating your Remote Utilities to the latest version 7.1.2.0 which is available for download on this page or via the Self-update feature. When updating please make sure that your Viewer and Host are updated to the same version as the version mismatch might lead to performance issues or some features not working.

In addition, 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 make sure to restart Host in order for the changes to be applied.

Hope that helps.

Hello Nijel,

Thank you for your patience.

I've checked on the issue with our developers and this is a known issue that will be fixed in the next update for Viewer for Mac/Linux systems. Sorry for the inconvenience.

Please let us know if you have more questions.

Hello snk-nick,

Thank you for your message.

Not to keep an old topic going but was this ever implemented?

Unfortunately, this feature hasn't been implemented yet. However, we do have it in our roadmap and it will be implemented in our future updates. Sorry for the inconvenience.

Please let us know if you have other questions.

Hello Douglas,

Thank you for your input and feedback.

However, please note that it's possible to point Host to a self-hosted RU Server when using a pre-configured custom installation package built via the MSI Configurator Tool.
Sorry if this makes our software less useful for you.

Please let us know if you have other questions.

Hello,

Thank you for letting us know.

We will submit a False Positive report to Bitdefender as soon as possible. In addition, we recommend that you submit a false positive report as well, since they're most likely to listen to their own customer and, therefore, to resolve the issue faster. You can submit a False Positive report and also add the Host installation folder C:\Program Files (x86)\Remote Utilities - Host\ to the exception list as described here. Sorry for the inconvenience.

Please let us know you have other questions.

Hello Nijel,

Thank you for the provided details and the log file.

It seems that we were able to reproduce the issue - looks like it occurs specifically when changes to a connection in the synced address book are applied using Viewer for Linux/Mac (i.e. the issue doesn't occur if the changes are applied using Viewer for Windows or applied on the RU Server side).
I will forward the issue to our developers to see if we can implement a fix for it in the nearest update for Viewer for Mac/Linux. Sorry for the inconvenience.

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

Hello Nijel,

Thank you for the clarification.

Could you please confirm that the connection was initially added to the address book on the Server's side and then you've tried modifying its properties (Internet-ID and server) on the Viewer's side? If this is the case, could you please try modifying the connection properties of the Host on the Server's side, in the Address Book Manager window and see if the changes apply to the connection this way? Please make sure to click the green checkmark after updating the settings in order for the changes to be saved.

If you think this might be relevant I can share the log.

Yes, please send us the log file to support@remoteutilities.com.

Looking forward to your reply.

Hello Nijel,

Thank you for your message.

the connection switches to Direct and all of the Internet ID and server address data is somehow deleted from the address book.

Could you please elaborate a bit more on the issue? Namely, what exactly happens when connection switches to Direct? Do you mean that the Internet-ID code and custom Server information disappear from the Connection Properties window of a remote Host? Would it be possible for you to provide a few screenshots of the issue (you can blur/cover any sensitive information on the screenshots)?

Looking forward to your reply.

Hello Edmond,

Thank you for your message.

Could you please double-check the following:
1. Do you have the PIN code feature enabled in the RU Server's Configuration window -> Communication tab?
2. Does the user you use to sign in to the Server have the Active checkbox enabled in the user's settings on the Server side?
3. Do you have the Force custom server security checkbox enabled in the user's settings on the Server side?
4. In addition, please make sure that your RU Server is updated to the latest version 3.2.1.0 which is available for download on this page and is registered with the corresponding license key as described here.

Please let us know if the issue persists.

Hello Emily,

Thank you for your message.

This connection alert is persistent and cannot be removed. The notification was added for security reasons and is displayed for all trial and free license users when Internet-ID connection method is used. Also, as johnran mentioned, users with any commercial license don't see this notification.
However, the connection alert can be clicked through (for example, like the Windows activation message). The connection warning is also not displayed for Direct connections even for users with Free licenses or in trial mode.
Sorry if this makes our software less useful for you.

Please let us know if you have other questions.