Pauline's community posts

Hello Michael,

Thank you for the clarification and provided details.

I will forward this issue to our developers for a review to see if we can reproduce it and fix in the future updates. I'll keep you updated on this issue. Sorry for the inconvenience.

Please let us know if you have other questions.

Hello Mike,

Thank you for your message.

Could you please clarify if you mean that the Do not synchronize clipboard feature in the Viewer Options was turned on somehow? If this is the case, please try resetting Viewer to its default settings by following these steps:
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 this Viewer with a license key once again.
4. Run Viewer and see if this helped to resolve the issue.

Please let me know if the issue persists.

Hello Michael,

Thank you for your message.

Could you please let us know what version of Viewer for Mac do you use, i.e. if it's the last version currently available (version 1.0.10.q Beta 10)? In addition please let us know what specific version of MacOS do you use as well? We will try to reproduce the issue in our environment to see if we're able to implement a fix for this in our future updates.

I'm also seeing strange keyboard mapping issues as well.

Could you please elaborate a bit on this issue, i.e. what specific keys do you have issues with and their exact behavior?

Looking forward to your reply.

Hello Paul,

Thank you for your message.

In this scenario you can try using Agent module instead of Host - Agent can be run by a standard Windows user (i.e. without elevated privileges). Agent does not require installation or admin privileges to run - the remote session is active for as long as Agent is running. For more information please also see this guide on connecting to a remote machine using Agent.

Please let us know if you have other questions.

Hello Charle,

Thank you for your message.

Such issues might be occurring because admin$ (admin share) is not allowed on the remote machine or you don't have access to it.

In addition, such issues might also be caused by the fact that the disc Z is mapped on the Viewer computer and, therefore, is not available and cannot be used by the Remote Install Tool. In order to avoid this kind of issues please make sure that the Z drive/letter on your Viewer machine is empty and available since Remote Utilities temporarily uses the Z drive for the installation/upgrade process via the Remote Install Tool.

Hope that helps.

Hello Tyler,

Thank you for the clarification.

I will forward this information to our development department for a review to see if we can reproduce the issue and improve the Drag and Drop feature in our future updates.
Meanwhile as a temporary workaround please try using the File Transfer connection mode.

Please let us know if you have other questions.

Hello Tyler,

Thank you for your message.

Could you please double-check if the remote Hosts are updated to the version 7.0.2.0 as well? If the Host's version mismatches with the Viewer's version then this might be also affecting the issue since we've implemented a few fixes and improvements for the Drag and Drop feature in the recent updates. You can update your remote Hosts to the most recent version 7.0.2.0 using the Self-Update feature.

In case if both Host and Viewer are updated to the latest version 7.0.2.0 but the issue still persists, please let us know the extension formats of some of the files you're transferring and their approximate sizes? I'll forward this to our development department to see if we're able to reproduce the issue and implement a fix for it in the future updates.

Looking forward to your reply.

Hello Malcolm,

Thank you for your message.

Unfortunately, auto-mapping for multi-monitor setup (i.e. when your remote Host screens are displayed on your respective local Viewer monitors) is not supported yet, even though we already have this feature in our wish-list and it will be definitely implemented in our future updates. However, this can also be done manually as a temporary workaround. Here's what you need to do in order to map your remote monitors to the local ones:

1. In Viewer create a few different connections to the same remote Host (the number of the connections should correspond to the number of monitors on the Host side - for example if you have two remote monitors, then it should be only two connections), i.e. using the same IP address or Internet-ID code, but name them all differently, e.g. Monitor 1, Monitor 2, etc.
2. Disable the Tabbed view mode (in the main Viewer window navigate to the Tools tab and select Options, then navigate to the Remote screen tab and disable the Tabbed view checkbox).
3. Open all connections to the remote Host you've created on Step 1.
4. Select different monitors for each connection - this can be done by clicking the Remote monitors icon on the Toolbar in the Full Control and View window.
5. Now you should be able to place the connection windows on your local monitors as needed, so they correspond with the remote Host's monitors.

Hope that helps.

Hello Mac,

Of course, please feel free to use any version of Viewer for Windows or for Mac/Linux, whichever is more suitable for your needs. We will make sure to notify all our users once Host/Agent for Mac/Linux is released and available for download on our website.

Please let us know if you have other questions.

Hello Mac,

Thank you for your feedback, we really appreciate it.

Please note that we already do provide Viewer for Mac/Linux. We will do our best to make Host/Agent modules for Mac/Linux available for our users as soon as possible.

Please feel free to post another message if you have questions or need our assistance.