Pauline's community posts

Mouse pointer moves on blanked screen

Pauline, Support (Posts: 2780)

Jun 28, 2021 9:45:59 am EDT

Hello Mike,

Thank you for your message.

Unfortunately, this is expected behavior caused by some technical specifics of the screen blanking mechanism. Hopefully, we will be able to fix it in our future updates, but we cannot provide any specific ETA on this yet. Sorry for the inconvenience.

Please let us know if you have other questions.

network discovery form viewer to host

Pauline, Support (Posts: 2780)

Jun 28, 2021 9:33:55 am EDT

Hello James,

Thank you for the clarification.

Unfortunately, Remote Utilities does not provide this feature - in order to connect to other remote machines via Remote Utilities, the remote machine needs to have Host or Agent module installed. Sorry if this makes our software less useful for you.

Please let us know if you have other questions.

Prevent users from uninstall RU client and more

Pauline, Support (Posts: 2780)

Jun 25, 2021 11:50:16 am EDT

Hello Douglas,

Thank you for your message.

You can protect Host settings with a password and it's also possible to hide the Host tray icon's menu in the Host options. However, please note that these are only partial solutions as a user with administrator privileges will still be able to uninstall the program, delete/reset the Host registry entry or stop running Host processes as we follow Windows security rules, so there is no possibility for RU to prohibit the administrator to perform any actions to any software.
The best and proper solution in such scenarios is to restrict user administrator rights to standard user.

Hope that helps.

network discovery form viewer to host

Pauline, Support (Posts: 2780)

Jun 25, 2021 9:32:42 am EDT

Hello James,

Thank you for your message.

In this case please consider using the Scan for RU hosts feature that allows to scan an IP address range or even a single IP address to detect any Hosts installed in the network.

In case if you mean that these computers do not have Host installed on them, please try connecting to your Host via the File Transfer mode and see if you can access the mapped drives this way. In case if they're not displayed this way as well, please try referring to this troubleshooting guide.

Hope that helps.

Doesn't take keyboard input

Pauline, Support (Posts: 2780)

Jun 24, 2021 8:38:53 am EDT

Hello James,

Thank you for your message.

Could you please double-check if the remote Host is updated to the latest version 7.0.2.0 as well? In case if Host is not updated to the same version as Viewer please try updating it and see if this helps to resolve the issue as the version mismatch might lead to performance issues or some features not working.

The latest version of Remote Utilities is available for download on this page or via the self-update feature.

Please let us know if the remote Host is already updated to the latest version but the issue still persists.

Cannot connect when wired, but can when wireless

Pauline, Support (Posts: 2780)

Jun 22, 2021 2:47:36 pm EDT

Hi Jules,

I've replied to your ticket, so we can proceed troubleshooting there in order to avoid duplication.

Thank you!

Cannot connect when wired, but can when wireless

Pauline, Support (Posts: 2780)

Jun 22, 2021 1:33:57 pm EDT

Hello Jules,

You mean that you've sent the logs to [email protected] once again, correct? Unfortunately, we still haven't received an email from you. Could you please try sending them once again or attaching them to a ticket (our ticket system is available to you since you have a commercial license - you can open new ticket here)?

Looking forward to your reply.

Cannot connect when wired, but can when wireless

Pauline, Support (Posts: 2780)

Jun 22, 2021 11:46:29 am EDT

Hello Jules,

Thank you for your message.

Could you please let me know what version of Remote Utilities do you use on both ends, i.e. for Host and Viewer?
In addition, could you please send us the latest Host connection logs for examination? You can locate the Host connection logs in the following folder: C:\Program Files (x86)\Remote Utilities - Host\Logs\. You can send us the log files for examination to [email protected].

Looking forward to your reply.

need simple link to latest host and agent

Pauline, Support (Posts: 2780)

Jun 21, 2021 5:11:21 pm EDT

Hello Christian,

Thank you for your message and sorry for the late reply.

Yes, we will generate these links for Viewer for Mac and Linux. As for the iOS/Android - it's better to download the apps directly from the AppStore and Google Play, depending on your device. We will notify you when the links for Mac/Linux are available.

Please let us know if you have more questions.

Please, read this if your license key doesn't work after upgrade

Pauline, Support (Posts: 2780)

Jun 21, 2021 4:50:42 pm EDT

Hello James,

Thank you for your feedback.

I will forward your input to our developers as well, so we can improve the updating process for our future releases. Sorry for the inconvenience.

Please let us know if you have more questions.

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