Pauline's community posts

Hello Alexey,

Thank you for the provided log files.

I'll forward the issue along with the log files to our development department and will ask for their input on this.

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

Hello Alexey,

In this case could you please provide us the RU Server log files as well as Host log files for examination? You can send the log files to support@remoteutilities.com.

Looking forward to your reply.

Hello Liam,

Thank you for your message.

Unfortunately, there's no specific ETA on the release of Host/Agent for Mac/Linux yet. However, I'll additionally check on this with our development department to see if there are any updates on this. Sorry for keeping you waiting.

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

Hello Alexey,

Thank you for the clarification.

Could you please also let us know if you've tried restarting the RU Server or the server machine after adding the port 4000 (or any other custom port value) to the Communication ports list? If no then please try adding the custom port value to the Communication ports list once again and then restarting the RU Server (please see Configuration -> Service state tab) or the server machine itself and see if this helps to resolve the issue.

Hope that helps.

Hello,

I'm glad to hear I was able to help and it works for you now!

The Legacy capture mode usually helps to resolve similar issues as it uses a slightly different screen capture method as Windows 8, 8.1 and Windows 10 required us to implement certain modifications to the screen capture mechanism.

Please feel free to let us know if you have more questions.

Hello Jerry,

I'm glad to hear it works for you now!

Please feel free to pst another message if you have other questions.

Hello Jerry,

Thank you for the clarification.

In this case please also try enabling the Capture alpha-blending windows feature as described here and see if this helps to resolve the issue with the blank windows in browsers.

Hope that helps.

Hello,

Thank you for your message.

Please try enabling the Use legacy capture mode feature in the Settings for Host -> Other tab and see if this helps to resolve the issue. After enabling the feature please make sure to restart your Host in order for the changes to be applied.

Hope that helps.

Hello Alexey,

Thank you for your message.

Please double-check if the Server is visible from the outside at the port 4000. In order to do so please navigate to this page, input the Server's port number and select Check Port. If everything was configured properly and Server is visible at this specific port the form will return Success as the result.

Hope that helps.

Hello Neil,

Thank you for your message.

Please note that according to our EULA only one free license key is allowed per individual, company or organization. In this case, you can use the same license key that was used to register your Viewer before. In addition, please also note that Viewer for Linux did not require registration prior to September 2021 as it was available with free access period due to Viewer for Mac/Linux being in Beta stages.

This September we've added a licensing support, so that the licensing in the latest version works the same way as in Viewer for Windows, i.e. you can use Viewer for Mac/Linux in trial mode for 30 days after which you need to register your Viewer with your license key. In order to register your Viewer for Linux please try opening the License Key Storage by navigating to the Help section -> License Key Storage on the Viewer's toolbar. In the opened key storage window you can register your Viewer by drag-and-dropping your license key to the storage window or by locating the license key file manually. After registering Viewer it should store your license key in the configuration file, so there's no need to register it monthly.

Hope that helps.