Pauline's community posts

Hello Matthew,

Thank you for such detailed feedback on our software.

-Sometimes, the viewer will connect, and will show a blank window for the remote end, sometimes with a message similar to "cannot get folder", If I close this window and re-open will often resolve, but not always.
-Sometimes, it will connect and show all folders, and while navigating through the folder structure, this error will occur. Sometimes, going up a level will resolve, other times, I need to disconnect and reconnect. Example screenshot attached]

Please make sure that both Viewer and remote Hosts are upd ated to the latest version 7.0.2.0 and their versions match as we've significantly improved the File Transfer mode starting version 7, so such issues might be caused by version mismatch.
In addition, when experiencing such issues please try switching fr om Current user to System using the Access menu in the File Transfer window.
In case if both Host and Viewer are upd ate to the latest version and switching users does not help, please feel free to send us the Host log files for examination to [email protected] or you can open a ticket and attach the files there. You can locate the Host log files in the following folder: C:\Program Files (x86)\Remote Utilities - Host\Logs\.

When file transfers do not complete, no status is shown to indicate this. The failure to complete could be a connection drop, or interruption fr om the remote end, but still no error to show the transfer has failed.
I know a successful completion will auto close the transfer window, but should a non-successful completion keep it open?

Please note that the File Transfer mode has a built-in Smart download resumption feature which means that if the file transfer was interrupted due to disconnect, the download will resume automatically the next time you initiate a remote control session.
In addition, please note that you can also disable the checkbox Close when operation is completed in the lower part of the File Transfer window - this way the transfer window will stay opened even when the transfer is finished, so you can check if there were any errors:

Often the ones showing offline, are actually online, and will allow me to connect, however, it takes 1-3 connection attempts before the connection comes up. Most of the hosts will experience this at some point in time.

I also have many cases wh ere a host shows as Orange - Online, then when I double click it, I get the hourglass, and it will turn grey and fail to connect 5 times. Sometimes, another double click will work, other times, nothing will work, not even a restart of the viewer. However, I will come back to it an hour later and connect without issues.

The issues above are most probably caused by some connectivity issues that might be occurring on either side of the connection. Could you please send us the Host log file fr om a remote Host wh ere these issues occurred and specify an approximate time frame when you've experienced the issue for this specific Host. This way, we will be able to examine the log files to see what might be causing these issues.

I have some hosts that get stuck in a grey state with an hourglass icon, and never move. Only a restart of the viewer will clear this. Even a Sign Out / Sign In will not fix this.

I will forward this issue to our development department and will ask for their input on this.

There is no display between the pressing of the Log Off / Sign Out button at the remote end, and the screen wh ere you can choose / enter a different user.

Could you please clarify if you mean logging off the remote session, i.e. from Viewer to Host or if you mean logging off/switching a Windows user on your remote machine? In case if you mean the latter one, can you please try using the Send Ctrl+Alt+Del command from a Toolbar in Full Control and View mode? In case if you mean something else, please elaborate a bit more on this issue.

When a full control connection drops off, the viewer window does not close, it goes grey and shows a reconnecting message in the top left.

Please try using the Log off connection on disconnect feature - this way your Viewer will log off if connection is interrupted, so the Full Control window will be closed automatically. This feature can be enabled in the Connection Propertied window -> Additional Properties tab.

I find the clipboard get and se t options very temperamental. Particularly the Se t Clipboard does not always take the first time, it routinely takes 2-3 times before it commits, and there is almost always a delay of 3-5 seconds after clicking set before it will apply the change. I am only ever set a line of text, never pictures or any large data. This problem comes and goes randomly on random hosts.

Thank you for letting us know - we will try to reproduce the issue to see is we can implement fixes for it in our future updates.

-The software is slow, just generally speaking. Right clicking a host and clicking properties is a full second before it appears. I know this is possibly a machine based issue, however, it is consistent across all my machines, which range from a 7yr laptop to a 1yr old Core i7 workstation.

Such issues might be caused by a variety of factors, including hardware-related factors or connectivity issues on the Server's side. Please try referring to this KB page and see if any of the solutions listed there helps to improve the connection speed/performance.

Some hosts do not come back online if they have been off for an extended period. I recently had an issue with the firewall to my Server, which denied connections from certain IP ranges. Once this was fixed, some hosts stayed grey and showed as offline until the machines were rebooted. Even restarting the Remote Host service did not bring them online.

Firewall/antivirus software activities might often cause temporary issues with connectivity for example by blocking required ports or access to servers. In order to avoid similar issues please try adding the Host installation folders to your firewall exception list as described here. In addition, please make sure that the ports required for Remote Utilities to work properly - by default it's TCP outbound ports 5655/443 for Viewer and Host and Inbound port 5655 for RU Server. However, since you use RU Server the port values might be custom in your case - please make sure to allow these ports in your firewall settings.

Hope that helps.

Hello Russ,

Thank you for your message.

The issue might be occurring due to the Host settings file being somehow corrupted/damaged (perhaps, by some antivirus/firewall software activity). Please try resetting the Host Settings by opening Windows Registry Editor (press Win+R, then type in regedit) and deleting the following registry key:
HKEY_LOCAL_MACHINE\SOFTWARE\Usoris\Remote Utilities Host\
Please note that this will reset the Host settings, so you will have to set up the password once again.

In case if the solution above did not help and the issue persists, please also try uninstalling the Host completely by following this guide and then reinstalling it from scratch.

Hope that helps.

Hello Luis,

Thank you for your message.

Please note that we've already updated Viewer for Mac/Linux and the latest version 1.0.10.q Beta 10 is available for download on this page. Please note that the licensing in the latest version 1.0.10.q Beta 10 works the same as for Viewer for Windows, i.e. you can use Viewer in trial mode for 30 days after which you need to register your Viewer with your license key.

Please let us know if you have more questions.

Hello Leo,

Thank you for your message.

This issue might have occurred if the address book file was somehow damaged/corrupted, for example by some antivirus/firewall software activity.
In order to restore your existing connections, please try restoring your general address book fr om an automatically created backup file by following these steps:
1. Navigate to the backups folder \%AppData%\Roaming\Remote Utilities Files\backups\ and sel ect the backup copy that you want to restore. We recommend that you select a backup file created a few hours before your connections disappeared or even a backup file fr om a day before. Backup files are stored in the ZIP format and use the mask YYYY-MM-DD_connections_4_general.zip, e.g. in this case you can sel ect the file named 2021-07-20_connections_4_general.zip.
2. Unzip the file to a location on your computer wh ere it will be safe fr om accidental deletion (for example, you can create a dedicated folder in a safe directory).
3. Open Viewer, navigate to the Tools tab and click on the Manual import button:


4. Sel ect General address book in the dropdown list and click OK. You can leave the Replace existing checkbox clear, so any new connections that you currently have in your address book will stay intact and the import will simply add older connections to the address book.


5. In the Windows file selection dialog locate the backup XML file (the one named YYYY-MM-DD_connections_4_general.zip) that you unzipped on Step 2 and click Open. Your General address book will be populated with records fr om your backup file.

In case if the address book that you want to restore is encrypted (with the .encrypted extension) , the process stays the same - the only difference is that the program will ask you to enter your encryption password before it can import the contents of the source address book into the target address book. Please note that if you want to encrypt your new address book then you need to enable encryption feature once again if you haven't done so yet.

i bought pro liecence key but when i sent to support it says basic.

Could you please clarify if you mean that your license level says "basic" on your profile on our website? If this is the case, then please try logging out and then back in to your account as it displays the Support level for your account correctly as PRO (and you're able to submit tickets as well which is not available for the Basic support level):


In case if you mean something else, please let us know.

Hope that helps.

Hello David,

Thank you for the clarification.

Unfortunately, we couldn’t reproduce the issue with the original file being removed when canceling the file transfer. However, I’ll forward this to our development department as well and will ask for their input on this issue. Sorry for the inconvenience.

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

Hello Mike,

Thank you for the clarification.

In this case could you please double-check with your customer if she has any software installed on her Viewer machine that might be able to obtain control over the clipboard content?
In addition, please also check if this specific Viewer has the Do not synchronize clipboard feature enabled. This feature can be found in the Viewer Options window -> Remote Screen tab - in case if the feature is enabled, please try deselecting the checkbox to turn it off and restarting Viewer.

Hope that helps.

Hello Mike,

Thank you for your message.

Could you please double-check if you have the Disable clipboard transfer feature enabled in the Host Settings -> Other tab?

If the feature is enabled, please try deselecting the checkbox and restarting Host in order for changes to be applied.

Hope that helps.

Hello Oscar,

Thank you for the clarification.

In this case, for now you can only screenshot the remote session window via the standard method of taking screenshots on Android devices as described on this Google Help Center page.
However, we do plan to revamp and improve our mobile Viewer, including the implementation of a full-fledged address book, so, perhaps, a screenshot command might be available as well in our future updates. Sorry for the inconvenience.

Please let us know if you have other questions.

Hello Magnus,

Thank you for your message.

We definitely plan to implement the File Transfer connection mode in one of the subsequent releases of Viewer for Linux and Mac. Unfortunately, we cannot provide any specific ETA on when the connection mode will be available. However, with each release we update the list of the features available in the current beta version of Viewer for Mac/Linux, so as soon as the File Transfer connection mode is available you will see it on the list in the very first message on this page.

Please let us know if you have more questions.

Hello Paul,

Thank you for your patience.

Unfortunately, we still haven't received an email yet. However, I've emailed to the address that is connected to your account on our Community Forum myself, so you can simply reply to this email instead.

Looking forward to your reply.